Email desk
The guide for agents answering mail — the two lists, the deadline on every thread, replying, internal notes, suggested replies, and handing a thread on.
The Email desk is where you answer customers who wrote in rather than called or typed at you live. It looks like a mail client on purpose, and most of what you already know about reading mail applies here.
Three things make it a work surface rather than an inbox.
A thread is assigned to you, not picked up by you. Mail arrives in Mine because routing put it there. Queue is the shared pile of what nobody has claimed, and you take from it when your own list is clear.
Every thread has a clock. Each one carries how long is left to send a first reply, and the list is ordered by it — the most urgent thread you own is always the top row, and the desk opens on it.
Nothing is instant, so nothing is lost. Drafts are kept per thread, a thread can be parked for days and still be yours, and a resolved thread reopens by itself if the customer writes back.
Getting started
The two capacity numbers, what the empty desk is telling you, and where everything sits on screen.
The work list
Mine and Queue, why the list is ordered the way it is, the chips on a row, and searching the archive.
Reading a thread
The trail, collapsed messages, the headers behind Show details, formatted and plain text, and internal notes.
Attachments
Previewing a file, downloading it, and the four reasons a file will not open.
Replying
Taking a thread, the reply box, Cc and Bcc, saved replies, attaching files, and the three ways to send.
Suggested replies
What the AI drafted, the sentences it held back, where it got them, and how to use them.
Moving a thread on
Park, Transfer, Escalate and Resolve — what each one does to the thread, and what none of them do to the deadline.
The context pane
Who wrote in, whether the sender is genuine, the thread's own clocks, their open cases, and everything they contacted you about before.
Reference
Every state, chip, clock and attachment verdict on the desk, in one place.