The owner's week and a peak

The owner checks what is still waiting and how the week went, then readies the team for a peak and watches it.

Waiting

Waiting — 6 conversations
Oldest: 2 days — owner: a teammate, away

Waiting on the customer · Needs reply

1. The owner opens the waiting view to see what is still waiting, with each owner.

Conversation — owner away

Owner: team, returned when the owner went away
Owner change shown

Assign · Reply

2. Conversations of an away teammate have returned to the team with the owner change shown; the owner assigns them.

Reports — against the prior week

Volume by channel · Busiest-hour heatmap

Response and resolution, in open hours
Per person

CSV export

3. The owner reads the week against the prior week, by channel, hour, and person, in open hours.

Internal answers

Searches that found nothing

Write a saved reply or an article from a search

4. The owner opens the searches that found nothing and turns the repeated ones into saved replies or articles.

Peak ahead

Seats: add at once, prorated

Hours and holidays: [ ]
Auto-reply states the next opening

AI agent: answers repeated questions from articles and saved replies; topics it never answers; a person reachable at any point

5. Before the peak the owner adds seats, sets hours and holidays, and turns the AI agent on for repeated questions.

Reports — live