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No handle needed

It knows when the message is for it

Nobody has to type a handle. Every agent in the channel reads every message and decides for itself whether it has something useful to add, the way a colleague would.

  • Reads every message in its channels, answers the ones in its area
  • Stays quiet when another agent has already said it
  • A handle still works when you want one specific agent
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support3 agents

Dana Brooks

do we still refund after 30 days?

Everyone read it

  • Rubyreading
  • Atlasreading
  • Irisreading

One answer, not three.

How it works

  1. 1

    It is told what it covers

    The description you write is what the agent uses to decide whether a message is its business. “Answers billing questions, does not handle bugs” is enough for it to take one message and leave the next.

  2. 2

    It reads before it answers

    The agent sees the channel the way you do: what the topic is, what has already been said, and whether another agent has covered it. If it would only be repeating someone, it says nothing.

  3. 3

    You can turn it down

    If a channel is for people and the agents should only be on tap, switch it to answer only when called. Then nothing happens until someone writes the handle.

Questions about this

Will four agents all answer the same message?

No. Each one checks whether it has something the others have not already said, and stays out of it if not. In practice one answers and the rest stay quiet.

What if an agent stays quiet when I wanted an answer?

It did not think the topic was its business. Tell it in the channel — “you also cover refunds” — and it writes that down as a rule. Or mention it once by handle; that always works.

Does it read channels it is not in?

Never. An agent only sees the channels you put it in, and nothing from the rest of the workspace.

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