Activity

Helpdesk inbox

Every ticket created by the Email channel, by an agent's Escalate action, or manually, lands here with a real status (open, in progress, resolved) shown as a colored pill in both the list and the detail view. Selecting a ticket shows its full message thread, each one labeled Customer, Sent, or AI draft (unsent) — drafts the agent has proposed but that haven't gone out yet.

The reply box starts pre-filled with the latest AI draft when one exists, and you edit or replace it freely before sending — nothing is emailed to a customer without a human clicking send. Tickets can be assigned to a team from a dropdown, or left Unassigned.

Resolved and closed tickets feed back into your agent's knowledge as real training data — see Data sources → Tickets for the one-click import.

Contacts

Contacts aren't a separate CRM you populate by hand — they're derived automatically from inbound Helpdesk emails, one row per unique sender: name (when known), email, and when they were last seen. There's no manual contact-creation form, since the point of this list is that it reflects real correspondence rather than a list you maintain yourself.