Helpdesk

Side Conversations

What a side conversation is, how to start one from a ticket, what happens when the AI opens one as part of a workflow, how to write a done condition it can actually judge, when forwarding or snoozing is the better move, and the SMS, DM and carrier variants.

Tags

Tags are the label the AI, routing, automations and reporting all read: how the AI applies them, what the AI hint and risk level do, per-channel tags, and the eight places a tag changes behaviour.

Tag conversations by the e-mail address they were sent to

How to automatically tag tickets that arrive at a specific inbox, for example b2b@ or returns@, so you can filter, route and report on them separately.

Auto Closer

How the Auto Closer silently closes tickets that need no reply, the difference between blacklist rules and the AI classifier, what each category catches, how to use custom examples safely, what it does to your CSAT and reporting, and the order to switch things on in.

Flow Queue

What the Flow Queue is, the three ordering algorithms (FIFO, Zuzana Magic, Custom), how each one scores and ranks unclaimed conversations, and how to configure the weights and boosts.

Macros

What a macro is, the three ways to drop one into a reply, the placeholders and variables you can put inside it, how markets and languages decide which macros an agent is offered, who is allowed to manage them, and how to let AI drafts start from them.

Snooze

What Snooze does, the eight time options, how a conversation wakes back up, the cases where snoozing is the right call, and when Waiting for customer, Investigating or Done is the better status.