Helpdesk: notes, views, triggers and team performance

In every chat

• 🔒 Internal note — switch the composer to *Internal note*. Only your team sees it (never the customer or the AI). Type @name to mention a teammate: they get a notification in Mentions and an email.
• 🪄 AI compose — write a quick reply, then make it friendlier, shorter, more formal, fix the grammar, or translate it into the customer's language (detected for you).
• Translate — under any customer message, to read it in English. The translation is kept with the message.

Views

The chips above the chat list: All, My inbox, Unassigned, Mentions, Needs human, Paused. Set any filters and click + Save view to keep them — for yourself, or (admins) shared with the whole team (👥).

Assignment

Under Settings → Team / departments, each team chooses how chats are given out: least busy online member, take turns (round robin), or everyone online (first reply takes it). Set max open chats per member so nobody is overloaded. Team members can set themselves Online, Busy (keep my chats, no new ones) or Away from their account menu.

Triggers

Activity → Team & automations → Triggers: *when* something happens (a chat starts, the customer sends a message, a chat is handed to the team, a ticket is created, a chat is closed, the customer rates it) and *if* the conditions match (channel, priority, team, tags, words in the message, email, mood, country, rating…), *then*: set priority, add a tag, assign, move to a team, add an internal note, send an email, post to Slack, call a webhook (signed with your secret as X-AnytimeReply-Signature), reply to the customer, hand to the team or close the chat. Messages can use placeholders like {{contact_name}}, {{text}} and {{link}}.

Ticket statuses

Rename the built-in statuses and add your own (e.g. *With the courier*). Each belongs to a group — open, pending, solved or closed — so the tabs and automations keep working, and each has a label customers see.

Team performance

Per team member: chats handled, replies, median first response, median time to close, CSAT, tickets solved and chats open right now — plus totals for the team.