Operations
Use AI assistance and tasks
Use AI to reduce reading and drafting time while keeping the employee responsible for the final action.
Review a suggested reply
- Open the AI suggestion beside the customer conversation.
- Check names, dates, pricing, commitments, language, and policy-sensitive content against the real context.
- Edit the draft in your own words, then send it through the normal message flow.
AI suggestions are drafts, not approvals
An AI suggestion does not send a message, change ownership, or bypass sensitive-word and permission controls.
Use a conversation summary
Read the summary before a handoff or escalation, then verify important facts in the source messages. Treat summaries as an aid to orientation, not as the only record for a contractual or sensitive decision.
Create a task
- Turn a promised follow-up or unresolved customer need into a task.
- Set a clear title, owner, due time, and useful context.
- Review the task after the conversation changes owner so the next action is still assigned to the right teammate.
For pending customer work, continue with Work through pending replies.