In Conversations are all the conversations, with the counters Waiting, In service and Resolved today.
- Reply: write in Message and send. When the team replies, the bot stops replying in that conversation.
- Internal note: write in Internal note — only the team sees it.
- Canned replies: in Replies, register shortcuts and use them by typing /shortcut.
- Assignee: choose who handles the conversation, or leave Nobody (in queue).
- Close: ends the conversation when it's resolved.
Illustrations with fictional data. No real customer data is used.