The four-part workspace
The inbox keeps navigation, the conversation queue, the active conversation, and customer context visible together. Select a ticket in the queue without leaving the helpdesk.
The center timeline shows customer messages, human replies, AI replies, internal notes, classifications, approvals, Shopify validation, and completed actions. Customer messages use a neutral surface, human-agent replies use light blue, and AI-generated replies use light yellow.
Reply, note, or use AI
- Reply sends a customer-visible message through the connected channel.
- Internal Note is visible only to your team.
- AI Assist explains the current intent, confidence, and relevant context.
- Suggested action pills appear only when the latest customer message makes that action relevant.
An AI draft marked Needs approval has not been sent. Review it, edit it if needed, then send it as a human approval. A card marked AI resolved represents an automated result permitted by the agent and workspace policies.
Keep the queue accurate
Close resolved conversations, snooze work that should return later, assign an owner, and set priority when urgency changes. Use tags for durable customer facts rather than temporary ticket state.