Conversations
Help Desk splits inboxes by channel. Same thread actions; different lists.
| Inbox | Path | Channels |
|---|---|---|
| Omni Channel | Support → Omni Channel | Email and WhatsApp |
| Conversation | Support → Conversation | Web Widget |
Conversation also has assignment tabs: mine, unassigned, all.
How a thread moves
Statuses:
- Active — open, pending, snoozed
- Done — resolved or closed
Typical actions:
- Search by name, email, or phone.
- Open a thread. Escalated means the AI handed off to a human.
- Assign or Reassign to an operator.
- Snooze / Unsnooze if you will return later.
- Mark as resolved when the customer is done.
- Close and pick a reason: Abandoned, Unresolved, Spam, Duplicate, or Solved.
SLA wait badges use first-response targets from Settings → Metrics & SLA.
Operators receive an in-app assignment notification (and sound) when someone else assigns a conversation to them.
Home and My stats
Home is the help desk dashboard: conversations today, AI resolution rate, average handle time, SLA breach rate, and CSAT (CSAT stays hidden until you enable it and reach the minimum responses in Metrics & SLA).
My stats shows the signed-in operator’s numbers for the selected range. If you are not an operator on this help desk, stats will not load.
Customers
Customers lists people who have contacted this help desk. Open a profile to jump into Engage people.
Routing and signatures
- Assignment method (load balanced, round robin, manual) is shared with AI handoff.
- Email replies can use a shared helpdesk signature or per-operator signatures (Settings → General).