Inbox: How-to guides

Recipes for triaging your inbox and handling actions Kit proposes. For the overview, see Your inbox: getting started.

Some of Kit's actions need your OK before they run, such as sending a reply to the customer or adding an internal note. Each one waits as an approval. Needs your review lists the approvals on tickets assigned to you. The same approval card also appears in the ticket's conversation, so you can act on it from there too.

When Kit only drafts a reply, no approval is created. The draft appears in the ticket's conversation as an AI drafted a reply card instead. See Replying.

How do I approve an action Kit proposes?

Goal: Let Kit's proposed action go ahead.

In Needs your review, click the ticket row to expand it.
Read the approval card. It shows what Kit wants to do, such as Send reply, what happens if you approve, and a preview of the content. When Kit gave a reason, it appears under Why.
Click the approve button. For most actions it reads Approve. A reply shows Approve & send, and a refund shows Approve refund.

Result: The action runs and Kit carries on with the ticket. For a reply, the message goes to the customer.

How do I edit a proposed action before approving?

Goal: Change what Kit proposed, then let it run.

Expand the ticket in Needs your review.
Click Edit on the approval card.
Adjust the proposed action, then click Approve with edits.

Result: Your edited version is what runs. Click Cancel to go back without changing anything.

ℹ️ The edit panel shows the proposed action as JSON in a text box. If you'd rather write a reply freely, reject the action and reply yourself from the ticket. See Replying.

How do I reject a proposed action?

Goal: Decline a proposed action.

Expand the ticket and click Reject on the approval card.
Optionally type a reason in the "Why is this being rejected?" box.
Click Reject.

Result: The action does not run. Kit is told you rejected it, along with your reason if you gave one, and it may try a different approach.

How do I find what needs my attention first?

Goal: Prioritize without scanning everything.

Work the inbox from the top down. The sections run in this order:

Needs your review first. Kit is waiting on you.
Then Assigned to you.
Then SLA at risk — My teams, for your teams' tickets that are close to or past their deadline.
Then SLA at risk, for the same across the rest of the organization.
Unassigned last. Pick up what nobody owns.

Neither SLA section repeats tickets assigned to you. Those are already in Assigned to you.

Result: You handle the most time-sensitive work first. On a ticket that has an SLA, the pill on its row shows the time left, such as 45m or 3h, or how long it is overdue, such as +2h.

How do I open the full ticket from an approval?

Goal: See the whole conversation before deciding.

In an expanded Needs your review row, click Open full ticket. You land on the ticket with the full conversation and sidebar. See Working tickets.