Every customer conversation has an owner, the right context and a reviewed answer
Give the agent conversation ownership, the customer's record and a draft from approved knowledge to review, so routine answers take less searching and nothing is sent without a person.
Built on
- Shared Inbox (iConnect Inbox)Controlled rollout
- AI Support (iSupport AI)Controlled rollout
- iConnect CRMControlled rollout
Does this sound familiar?
Customer messages arrive on more than one channel and land with whoever is free. Agents search old chats and documents for the same answers, handovers lose the thread, and nobody can say who owns an open conversation.
Who is involved
- Service agent
- Service team lead
- Knowledge owner who approves answer content
- Quality reviewer, where included
From trigger to outcome
Follow the work from the first trigger. Each arrow names what passes along it and carries its evidence status in words, so a planned step never looks like a working one.
Products in this map
- CRMControlled rollout
- iSupport AIControlled rollout
- iConnect InboxControlled rollout
- iQualityRoadmap
- iSightRoadmap
How to read the lines
- Solid line: Demonstrated in testing
- Dotted line: Configured per deployment
- Dashed line: Planned
| From | To | What passes | Evidence |
|---|---|---|---|
| From:Website chat | To:iConnect Inbox | What passes:Conversation + owner | Demonstrated in testing |
| From:WhatsApp | To:iConnect Inbox | What passes:Conversation + owner | Configured per deployment |
| From:iConnect Inbox | To:CRM | What passes:Conversation linked to the contact | Configured per deployment |
| From:Approved knowledge | To:iSupport AI | What passes:Approved answer sources | Configured per deployment |
| From:iSupport AI | To:iConnect Inbox | What passes:Draft for a person to review | Configured per deployment |
| From:CRM | To:iSupport AI | What passes:Customer history informs the draft | Planned |
| From:iConnect Inbox | To:iQuality (Where included) | What passes:Sampled conversation for review | Demonstrated in testing |
| From:iSupport AI | To:iQuality (Where included) | What passes:AI drafts included in quality review | Planned |
| From:iQuality (Where included) | To:iSight (Where included) | What passes:Protected team summary | Demonstrated in testing |
Who acts at each hand-off
The people involved, in the order the work passes between them.
Customer
Writes in through an activated messaging channel, or through website chat once it is released
Result: A conversation in the shared inbox with an owner and a status
Next owner: Service agent
Service agent
Opens the conversation beside the customer's contact and replies: on WhatsApp they can review a suggested draft or write their own reply; website chat, demonstrated in testing and not yet released, is designed to be answered by the agent directly
Result: A reply a person approved before it was sent
Next owner: Customer
Knowledge owner
Adds and approves the answer content that drafts may draw on
Result: Approved knowledge the team can rely on
Next owner: Service agent
Team lead or quality reviewer
Samples conversations for review and agrees a coaching action, where quality review is included
Result: A coaching action based on real conversations
Next owner: Service agent
What each product contributes
Each product's part in this workflow, with its current status.
- iConnect InboxControlled rollout
Brings conversations into one shared place, each with an owner and a status, and links each one to the customer's contact.
- iSupport AIControlled rollout
Suggests a reply draft from your approved knowledge for the agent to review, edit or discard. A person approves every reply.
- CRMControlled rollout
Holds the customer's record so the agent can see who they are talking to. Drafts do not use this history yet: that connection is planned.
- iQualityRoadmapWhere included
Where included, is designed to let a reviewer sample conversations, record findings and agree coaching actions.
- iSightRoadmapWhere included
Where quality review is included, is designed to show managers a protected team summary rather than individual detail.
What your business gains
- Less searching for routine answers: the draft starts from approved content
- Clear responsibility: every open conversation has an owner
- Continuity at handover: the next agent sees the conversation and the contact
- Coaching based on real conversations, where quality review is included
Less searching for routine answers, with clear responsibility and continuity at handover.
A useful measure for a pilot
Share of conversations with a named owner, and the time from the first message to the first reply a person approved.
What this requires
This workflow needs the shared inbox, the customer record and these items set up for your company:
- An activated channel: WhatsApp activated with your own WhatsApp Business account, or website chat once it is released. The WhatsApp status is Integration built; activation and verification pending. Website chat is demonstrated in testing and not yet released. Drafts are prepared for WhatsApp conversations only; website chat is designed to be answered by a person.
- Approved knowledge: answer content your company adds and marks as approved. Only approved knowledge is used for drafts.
- Your own AI provider key for drafts. Usage on that key is on your account with the provider.
- Agents and team leads set up with roles, and a rule for who owns new conversations.
Products this workflow runs on
- iConnect InboxControlled rollout
- iSupport AIControlled rollout
- CRMControlled rollout
Evidence and scope
Website chat reaching the shared inbox with a human reply, sampling conversations for quality review and the protected team summary are demonstrated in testing on code not yet released to customers. WhatsApp, approved knowledge and drafts depend on setup for your deployment. Drafts informed by customer history, and AI drafts in quality review, are planned.
- Demonstrated in testingthe connection passes automated tests in test environments, on code not yet released to customers.
- Configured per deploymentit depends on setup for your company, such as an activated channel or approved knowledge.
- Plannedit is not built yet. It is shown so you can see the intended workflow.
Each product shows its own status, and none is described as released for general use. Your demo confirms what applies to your deployment.
A suitable starting option
Service team
Compare what this starting option includes, what it requires and what can be added. Packaging is agreed per deployment.
Questions about this workflow
Does the draft use the customer's history from the customer record?
Not yet. Drafts draw only on your approved knowledge. Using customer history to inform a draft is a planned connection, shown as Planned on the map.
Are drafts prepared for website chat?
No. Drafts are prepared for WhatsApp conversations only. Website chat is demonstrated in testing and not yet released; it is designed to be answered by a person.
Can an agent reply without the draft?
Yes. The agent can ignore the draft and write their own reply. Nothing is sent until a person approves it.
Are AI drafts part of quality review?
Not yet. Quality review samples conversations handled by people. Including AI drafts in quality review is planned.
See a conversation handled end to end
Bring a few typical customer questions. We show how they would arrive, who would own them and how a reviewed answer is prepared in your setup.
Request a tailored demo of this workflow