Inbox and tickets
How agents work conversations, use Copilot, and escalate to tickets.
4 articles
- Work the shared inboxViews, assignment, internal notes, status, and what customers see in the widget.
- Use Copilot while you replyDraft, rewrite, translate, and summarize without sending anything until you press Send.
- Tickets and SLA policiesWhen to create a ticket, how statuses work, and how SLA targets keep response times honest.
- Contacts and the ban listCustomer profiles, tags, and blocking abusive visitors from chat.