Tasks and messaging
Handle requests from your agent and follow every sent or received communication.
In this section
- 01 Understand the task list Read priority, status, account, balance, and latest exchange to choose the next task.
- 02 The different types of agent requests Identify the seven task types and the response format expected by each.
- 03 Reply to, resolve or cancel a task Reply in the thread, let the agent process, and separate completion, snooze, and cancellation.
- 04 Use the inbox Browse received, unclassified, pending-review, or rejected emails and open the right account or task.
- 05 View sent and scheduled messages Separate a scheduled draft from an email handed to delivery and review its history.
- 06 Understand conversation threads and attachments Read a conversation in order and inspect attachments without losing their account context.
- 07 Send, delivery, open, bounce and complaint statuses Interpret recipient-level technical feedback and choose the right action for each failure.