What you'll achieve
Each conversation has a clear owner, the right Inbox and a customer-visible next step.
Triage the next conversation
On a wide screen, the selected conversation keeps its Customer, organization, links and routing context in the right panel. On a narrow screen, open that context from the conversation header so the conversation remains visible while you check or change details.
Open Conversations and choose Current, Assigned to me or an Inbox queue.
Read the latest customer message first, then check the channel, customer identity, due time and existing status.
Move the conversation to the Inbox that owns the work and assign a teammate or Team when a named owner is needed.
Reply with the right visibility
Use the composer for the customer-visible reply. Use an internal note for context that must stay inside DobroDesk.
Check the recipient, channel and attachments before sending. Saved replies can be edited before they are used.
For sensitive billing, legal, privacy, deletion, abuse or security cases, keep the reply with a teammate and follow the approval policy.
Dictate a draft without sending it
Open a conversation and place the cursor in the customer-visible composer.
Select Dictate draft and allow microphone access when the browser asks. Browser speech recognition inserts final words into the editable draft.
Review the inserted text, then select Stop dictation. Dictation changes only the draft: it does not send a reply, create a voice note or upload audio to DobroDesk.
To send a recorded voice note instead, select Record voice note. You can Pause, Resume or Stop, preview the audio and choose Discard or Send. Audio stays in the draft and is not uploaded until Send. Recordings are limited to five minutes and 16 MiB.
Dictate draft is browser-only speech recognition. Record voice note is a separate explicit capture with preview and discard controls. If the browser does not support the requested capture or microphone permission is denied, type the draft instead.
Finish the work
- Set the status that matches the next action: keep it open when the customer is waiting for DobroDesk and resolve it only when no follow-up is due.
- Add a short internal note when another teammate needs the decision or evidence behind the reply.
- Use the linked work item for a confirmed follow-up. Its owner and due time stay visible in the conversation, and a due reminder is suppressed when the task is resolved, cancelled or rescheduled before delivery.
- Use the conversation actions for merge, translation, time logging or reassignment instead of creating a second conversation.