Workflows & examples

1. Answer a customer across channels

1. A customer emails your support address; the message lands in Communications → Inbox and auto-links to their CRM contact.
2. The Communications Concierge suggests a tag and a draft reply.
3. The agent inserts a canned response, edits it, and sends — the reply goes back out via email.
4. The agent marks the thread Resolved; if the customer replies, it reopens automatically.

2. Connect a new messaging channel

1. Go to Communications → Settings and select Telegram (or Slack/Zalo).
2. Paste the bot/access token; XBuddy encrypts and validates it.
3. New Telegram messages now appear in the unified Inbox alongside email.
4. Set an SLA target so response times are tracked from day one.

3. Escalate a stale conversation to a ticket

1. In the Inbox, open a thread that needs deeper handling.
2. Convert it into a Service Management ticket — the full message history carries over.
3. A Workflow notifies the assigned team and starts the ticket SLA clock.

4. Create a task from Team Chat

1. In a project channel in Team Chat, type /task followed by the title.
2. The task is created through Tasks and a card is posted to the channel.
3. Later, /done or /start updates the same task from the chat.

Related

• Team Chat
• The unified Inbox
• Collaboration business flows