Team inbox

Define queue coverage, assignment rules and what resolved means for your team. Use internal notes only for necessary operational context, and never paste credentials or payment data. Test transfer and after-hours scenarios before launch.

Operating model

Set response ownership for new, reopened and transferred conversations. Document priority signals, escalation contacts and service hours. Labels should describe a useful operational state and have an owner who removes obsolete values.

Quality checks

Sample conversations for correct assignment, clear handover and appropriate data handling. Review unassigned and ageing work, then adjust routing without hiding capacity problems behind automation.