Team handling, assignment and status
Any team member can pick up and reply to a conversation, and each one is open or closed with unread flagged, so the queue keeps moving and nothing slips.
When you'd use it
For teams sharing a queue across shifts or venues.
How it behaves
Cover does not depend on one person: any team member can read and reply, and the whole team sees the same thread and its full history. Hand a thread to an owner so it is clear who is on it, and add subscribers to keep others in the loop.
Each conversation is open or closed, and unread messages are flagged in an unread view so they do not sit. A reply-status shows at a glance whether a thread is awaiting your reply or waiting on the guest, and an internal note only the team sees lets everyone pick up where a colleague left off. Threads can be tagged and worked in bulk.
Configuration and options
- Shared access
- Any team member can read and reply.
- Assignment
- An owner, plus subscribers kept in the loop.
- Open or closed
- The two states of a thread, with reopen.
- Unread and reply-status
- Unread is flagged; a pill shows who owes a reply.
- Internal notes
- Staff-only notes for handovers.
- Tags and filters
- Label threads and filter by venue, assignee, source and tag.
Good to know
Assigning an owner plus internal notes keeps a shared queue accountable.
A reply-status pill shows whether a thread is awaiting your reply or waiting on the guest.
Threads can be filtered by venue, assignee, source and tag.