All journeys

A message to its handled outcome

An agent's day in the shared inbox, for an online shop: ownership, status, a saved reply, customer and order context, done.

Views: mine, unassigned, waiting
Where is my order — email — needs reply — owner: none
Sizing question — chat — needs reply — owner: a teammate; viewing: a teammate
Delivery date — WhatsApp — waiting — owner: you
1. The agent opens the shared inbox with its views; each conversation shows its channel, status, owner, and who is viewing.
Conversation — where is my order
Messages
The customer's message
Reply: [ ]
Customer
Earlier conversations, any channel
Orders, cart, tracking
2. The agent opens it and sees the customer beside it: the same customer across channels, with their orders and tracking.
Conversation — where is my order
Owner: you
Status: needs reply
Messages
3. The agent takes the conversation, or a rule has given it; it has one owner and others see who has it.
Conversation — where is my order
Saved replies: Order status
Variables: name, order, tracking link
Reply: Hello [name], your order [order] is on its way: [tracking link]
AI draft
4. The agent picks a saved reply; its variables fill from the customer and the order. An AI draft sits beside it.
Conversation — address change
Order panel
Refund · Cancel unfulfilled · Edit address · Duplicate
Tag added: address changed
The store: the order's address changes and any money moves here
5. For another customer, the agent edits the order's address from the panel; the action happens in the store and tags the conversation.
Conversation — where is my order
Held: a new message arrived since you loaded this
Send · Edit · Discard
Sent — Undo
6. If something arrived since the agent loaded the conversation, the reply is held until they send, edit, or discard it; once sent it goes out as a normal message from a person, with Undo.
Mark done
Required before done: reason for contact [AI's suggestion filled in]
Status: done — owner: you
7. The agent marks it done; a field the admin requires is already filled with the AI's suggestion, and the conversation keeps its owner and record.
Conversation — where is my order
Status: needs reply — reopened by the customer's reply
After the reopen window: a new conversation, linked to the same customer
Rating, a set time after done: one rating and a comment
8. If the customer writes again, a reply within the window reopens the conversation and a later one starts a linked conversation; a rating comes once, a set time after done.