The conversations workspace

Overview

The conversations workspace is where all channels meet. It has four zones: queue navigation on the left, the conversation list, the open conversation in the middle, and a customer panel on the right.

Who can use this

All staff. Supervisors additionally see Take over and Coach agent.

Queues and views

• My inbox - everything assigned to you.
• Mentions - conversations where a teammate mentioned you.
• Participating - conversations you follow or replied to.
• Unassigned / Urgent / SLA at risk / Waiting for customer - shared team views.
• Team inboxes and channels - filter by team or channel.

Working a conversation

1. Select a conversation. The timeline shows messages, calls, tickets and events in one stream; the tabs filter to Messages, Calls, Tickets or Changes.
2. Check the customer panel on the right for their profile, open cases and Kito's suggestions.
3. Reply, or switch to Internal note for private discussion.
4. Assign, set priority and status from the action bar.

Bulk actions and sorting

Tick several conversations to assign, resolve or prioritise them together. Sort by newest, oldest waiting, priority or SLA risk. Save view keeps your current filters as a shortcut in the left nav.

Expected outcome

Replies reach the customer on their channel. Internal notes stay private. Assignment changes notify the new owner.

Common issues

• I sent a note by accident to the customer. Check the composer tab before sending - Internal note and Reply to customer are separate tabs.
• A teammate is already typing. The banner shows who is viewing or replying; wait or coordinate in a note before answering.