Your inbox

Your inbox is the left column of the Console. Tickets arrive in it on their own: Razviel routes them to you, and you open each one to work it. You never pick which tickets you receive, and you never receive them all at once.

How tickets reach you

When a ticket needs a Human Node, Razviel sends it to the Node on that brand with the most room: the one with the lightest load among those who can take more. It appears in your inbox without you doing anything.

When your queue for the module is full, routing to you stops. As you resolve tickets, room frees up and new tickets come in.

The five queues

Active Chat

The live chats, and social messages, you are working now. Up to 3 at a time.

Active Mail

The emails you are working now. Up to 5 at a time. The two limits are separate, so you can have up to 3 chats and 5 emails open together.

Pending

Tickets waiting for the customer's reply. An email that waits for a reply moves here on its own. They do not take an active place, and when the customer replies, the ticket goes to the Human Node on duty for that brand, with a new handover. See Resolving a ticket.

Waiting

Tickets in the queue, waiting to be picked up and opened.

Solved

The tickets you resolved during the module, listed at the bottom.

Open a ticket

1. Select the ticket in your inbox.
2. The conversation opens in the center column, with everything the AI already did.
3. If your active places for that channel are full, finish a ticket first.

Opening a ticket starts your work on something that has already reached you. It is not a way to choose what you receive.

At the end of a module

In the last 30 minutes of a module, no new live chats are routed to you. Email keeps arriving. You finish what you have, and the module closes when your last ticket is done. See The access window.

When customers wait

If a customer needs a Human Node and every Node on the brand is at their limit, the customer waits in a queue for the next Node with room. A case that waits too long goes to the brand's own team.