Inbox: How-to guides

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

Some of the AI's actions need your OK before they run, such as sending a reply to the customer or tagging the ticket. Each one waits as an approval. Needs your review lists the approvals on tickets assigned to you. When a ticket has no one assigned, its approvals go to everyone on its team, or to the admins if it has no team. The same approval card also appears in the ticket's conversation, so you can act on it from there too. A ticket in Needs your review isn't repeated in the lists below it.

When the AI 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.

The AI's internal notes don't wait for approval either. A note the AI writes, including the reason it gives when it escalates a ticket, appears in the conversation straight away, marked "Written by the AI". To set one aside, see How do I mark the AI's note not relevant? below.

How do I approve an action the AI proposes?

Goal: Let the AI's proposed action go ahead.

In Needs your review, click the ticket row to expand it.
Read the approval card. It shows what the AI wants to do, such as Send reply, what happens if you approve, and a preview of the content. When the AI gave a reason, it appears under The AI's reason.
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 the AI carries on with the ticket. For a reply, the message goes to the customer.

If your workspace's plan doesn't include the AI, or the AI is switched off in your workspace's AI settings, approving is refused with that reason and the approval stays waiting. Rejecting still works.

How do I edit a proposed action before approving?

Goal: Change what the AI 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 Reason, if you want to give one box. Your team sees it on the ticket, and the AI uses it to fix its draft. It's never sent to the customer.
Click Reject.

Result: The action does not run. The AI is told you rejected it, along with your reason if you gave one. For the rest of that reply it only looks things up and fixes its draft where it can. It proposes nothing else and doesn't escalate.

If what you rejected was a reply the AI wanted to send, that reply comes back as the AI's draft for you to edit, as the AI wrote it. If you gave a reason, the AI rewrites it using the reason instead. If the AI doesn't manage to rewrite it, the reply still comes back, and the draft card warns that it may still say what you rejected.

The suggestion stays in the ticket's conversation as a gray card marked Rejected, showing what the AI suggested, who rejected it and when, and the reason. If the AI had drafted a reply, the draft card says whether the AI rewrote it after the rejection or whether it was written before and may still mention the action. Check it before you send.

The AI's later steps in the workflows running for that message are skipped too, and the rest of each workflow still runs. The ticket's workflow panel marks those steps Skipped and says who rejected what. A step where the AI would choose which way a workflow goes takes its "Otherwise" path, and a workflow with no "Otherwise" path ends there. This lasts until the customer writes again, or someone on your team changes the ticket's status, runs a workflow on it, or asks the AI again.

How do I mark the AI's note not relevant?

Goal: Set aside a note the AI wrote that's wrong or beside the point.

Open the note's ⋯ menu. On a computer, it appears when you hover over the note.
Choose Mark not relevant.

Result: The note shrinks to one line that says who marked it, and the AI is told not to rely on it, act on it, or raise it again. The mark applies for the whole team. Click Show on that line to read the note again, or Undo to bring it back as it was.

Anyone who can change the ticket can mark the AI's notes not relevant.

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. The AI 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.