What you'll achieve
Each conversation has a clear owner, the right Inbox and a customer-visible next step.
Triage the next conversation
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.
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 conversation actions for merge, translation, time logging or reassignment instead of creating a second conversation.