The four-part workspace

The inbox keeps navigation, the conversation queue, the active conversation, and customer context visible together. Select a ticket in the queue without leaving the helpdesk.

The center timeline shows customer messages, human replies, AI replies, internal notes, classifications, approvals, Shopify validation, and completed actions. Customer messages use a neutral surface, human-agent replies use light blue, and AI-generated replies use light yellow.

Reply, note, or use AI

  • Reply sends a customer-visible message through the connected channel.
  • Internal Note is visible only to your team.
  • AI Assist explains the current intent, confidence, and relevant context.
  • Suggested action pills appear only when the latest customer message makes that action relevant.

An AI draft marked Needs approval has not been sent. Review it, edit it if needed, then send it as a human approval. A card marked AI resolved represents an automated result permitted by the agent and workspace policies.

Keep the queue accurate

Close resolved conversations, snooze work that should return later, assign an owner, and set priority when urgency changes. Use tags for durable customer facts rather than temporary ticket state.

Search and open another conversation

Use the search control in the application header to find customers, orders, and conversations. Select a result to close the search overlay and go directly to that record. The + control beside the active conversation tab opens the same search experience so you can move to another conversation without losing the inbox.

Adjust the workspace

  • Use the navigation collapse control to close the entire navy navigation shell and give the workspace more room. The small restore control remains available at the left edge.
  • Inbox scrollbar tracks are hidden by default. Select the scrollbar icon beside the queue sort and filter controls to show them. The choice is saved for that browser. Scrolling works in either mode.
  • The composer formatting icon opens bold, italic, inline-code, and link tools.
  • Send reply uses the main button. Use its adjoining arrow for delivery options such as sending and closing.

Personalized email identity

Every email is finalized with the current customer’s first name and the actual responding human or AI employee. If a draft or old learned example contains a different greeting or signature, klaxify replaces that identity before delivery.