Skip to main content

Work conversations in Inbox view

This workflow is optimized for agents handling live queues.

Start Your Shift​

  1. Open My Open first to clear owned active work.
  2. Check Mentions for collaborator requests.
  3. Check Unattended for first-response risk.
  4. Move to team or inbox views for remaining queue work.

Handle A Conversation​

  1. Read the full thread and contact context.
  2. Add internal note if handoff context is needed.
  3. Apply tags and priority.
  4. Respond, then set status appropriately (open, pending, snoozed, resolved).

Collaborate​

  • Use mentions for direct teammate involvement.
  • Use private notes for operational context.
  • Reassign by team if work needs specialist handling.

Escalate With Sessions​

If the issue is behavioral or hard to reproduce:

  1. Open OXVO Sessions module.
  2. Locate the relevant replay.
  3. Confirm event timeline around reported issue.
  4. Return outcome to conversation notes.

End Of Shift Hygiene​

  • Resolve completed conversations.
  • Snooze follow-ups with clear due times.
  • Leave explicit internal note for unresolved cases.

Tip: Standardize note format (Summary, Root Cause, Next Owner, Deadline) for faster handoffs.

Next Steps​