Room types

#Customer public - triage

Customer triage rooms are the workhorses of team-to-team customer support - each customer automatically gets one of these rooms, and in the simplest scenarios, that’s all you need for a humming - perhaps purring, even - happy, support crew.

In the example below, all agents belonging to your organization and all current and future users beloging to Alice and Bob’s LLM Repair (customer) have access to the Triage room.

Note that if the word “Triage” is too clinical, too French, or both, you can change it in your workspace’s General settings:

#Customer public - issue

If a conversation merits its own discussion space and - optionally - an item in your developer-facing issue tracker, you can forward a contiguous sequence of messages to a new room. In the example below, this room is associated with a GitHub issue #7:

Like with triage rooms, all your agents and all current and future users belonging to a particular customer account (Alice and Bob’s LLM Repair, in our example) have access to this room type.

#Customer private

If you need to converse with a subset of users from a customer/account in private regarding a sensitive matter, you can create a private room:

Private rooms can be linked to a new or existing GitHub issue in room settings post-creation:

#1-1 with fellow team member

Selecting a fellow team member’s name in roster search or clicking “Open 1-1” button on their user card yields an internal 1-1 (DM, direct message) room:

The easiest way to tell a 1-1 room apart from other room types is the presence of the counterpart’s user avatar in the room header:

It goes without saying that 1-1 conversations belong to the organization, not the individuals.

#Agent 1-1 with customer/user

An agent can initiate a 1-1 with a customer user by searching for the user’s name in the roster or by clicking the “Open 1-1” button in the user’s card.

A user cannot initiate a 1-1 conversation with an agent, but once the 1-1 room has been created by an agent, it’s available to the user:

#User 1-1 with fellow user

Users from the same customer account are free to chat with each other in 1-1 rooms:

#Internal Conversations: public

Internal (green) rooms can be public - visible to all agents in an organization.

#Internal Conversations: private

Internal (green) rooms can be private - visible to a subset of agents in an organization.

#Internal Conversations: broadcast

A Broadcast room is a public room in Internal Conversations with Room type set to “Broadcast”:

Messages in a Broadcast room can be forwarded to selected triage rooms:

Once broadcast, these messages appear in all selected triage rooms with special pink treatment:

#Search

Search mode is not really a room type, more of a room view. Selecting a message matching a search term opens the room in question and highlights the message: