Handle a conversation and take over
Use views, assign a conversation, reply or take over from Sira.
Find requests needing attention
In Conversations, To do lists exchanges awaiting a person; With Sira shows those left to the assistant. Done and All help retrieve other exchanges. Filtered appears for email inboxes and separates automated or advertising messages. Channel tabs narrow the list.
Take over and hand back
Open the thread and read who is replying. Select Take over to stop Sira in that conversation.
Assign the thread to a team member if needed. A human reply also takes over.
To let Sira resume, select Give back to Sira when available. She waits for the next customer message; this button does not resend an old answer.
Reply or internal note
Reply then Send transmits the text to the customer through their channel. Internal note then Save keeps it for the team. Check the mode, recipient and confidential information before sending. Replies entered in this screen are limited to 4,000 characters.
Finish, retrieve and access
Finish a conversation when the work is complete; its history remains in Done or All. Full inbox opens advanced features in another tab. If access is denied, check your role with the administrator: accounting/finance staff and teachers do not all have access to the general inbox.