Multichannel Support & Chat — All Tutorials
Complete operation of unified Inbox, departmental queues, AI copilot, private notes and ticket protocols.
← Back to all Help Center modulesTutorials and Operational Guides in this Module
Select any guide below to view detailed instructions, step-by-step navigation, parameters and safety rules.
How to Handle Conversations in the Unified Multichannel Inbox
Master the real-time conversation center: queue tabs navigation, GD-YYYY-XXXXX ticket protocols, messaging with simulated voice recording, quick replies shortcut and tagged session closing.
- 1Navigate Across Inbox Queue Tabs
- 2Assign or Start Session and Generate Protocol
- 3Send Messages, Media and Simulated Human Audio
- 4Use Canned Responses and Tagged Resolution
How to Use AI Copilot for Suggested Replies & Conversation Summaries
Boost team velocity and answer accuracy: 'Suggest Reply' button, contextual retrieval from Knowledge Base (RAG), real-time sentiment gauge and one-click executive summaries.
- 1Generate Contextual Suggested Response
- 2Inspect Real-Time Sentiment Indicator
- 3Generate One-Click Shift Handoff Summary
Ticket Transfers, Departmental Routing & Private Notes
Transfer conversations between agents or departments, attach private internal notes invisible to customers, configure sticky agent logic and maintain operational continuity.
- 1Trigger Transfer Modal
- 2Write Private Transition Note
- 3Confirm & Validate Destination Routing
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