Skip to guide

Manage conversations from first reply to follow-up.

Use assignments, notes, and conversation history to keep your team aligned.

IN THE WORKSPACE

Work through a customer conversation

Read the customer’s request, then select Draft. Check the proposed reply against your policy before sending it.

InboxDemo support workspace
Open 3Waiting 2Snoozed 0
Date Started
Search tickets, customers, IDs
#10422m ago
Maya Chen

Changing my account email

MCLow · Open
#104312m ago
Alex Morgan

Question about an invoice

AMLow · Open
#104424m ago
Jordan Lee

Getting started

JLLow · Open
1–3 of 320 / page
Maya ChenWIDGET
LOW

Today

MC
Maya Chen WIDGET

Hi, I need to change the email on my account. Can you help?

Customer reply

Use the controls yourself, or watch the cursor.

Example data. These controls demonstrate the Helpdesk workflow without changing your workspace.

Work through an incoming request.

  1. Read the conversation and check the customer’s goal.

  2. Assign a person or team to handle the next step.

  3. Review the relevant history and support knowledge.

  4. Write a reply or review Aura’s draft.

  5. Resolve the conversation or pass it on with a useful internal note.

Make the next step clear.

  • Owner: Who is responsible for the conversation.
  • Status: Where the request stands.
  • Priority: How urgently it needs attention.
  • Internal note: Context your teammates need before they reply.
  • Check waiting and unassigned conversations regularly. A reply should not leave the customer or the team unsure about what happens next.