Odly docs Odly Guide Agent cheat-sheet Department one-pagers Training pack Handbook index

Agent Quick-Start

One page. Pin it up. Everything a new agent needs on day one.
Checked against the app: v1.1.294 · 2026-10-07
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Your day in 6 steps

1
Pick your org & department. Everything you see is scoped to it.
2
Open the Inbox (Messages). Sort by SLA to work the most urgent first.
3
Claim a conversation — click Claim to take ownership.
4
Read it & check the KB tab for a suggested answer (the AI tab shows analysis).
5
Reply — start from a suggestion, edit it, send with ⌘↵.
6
Resolve & save to KB when it's reusable — or Resolve (no KB) if not.

Key actions

  • Reply vs Internal note — Reply goes to the customer; an Internal note is internal-only. Check the mode before sending!
  • Suggested reply — click Use in reply, edit, send. Nothing goes out on its own.
  • Attach files / Search knowledge base / Look up this customer — the composer toolbar's icon buttons (hover for the names); Translate sits on each message in the thread.
  • ⋯ More actions → Create ticket — when it needs tracking or engineering.
  • Dept — click the department in the header strip to re-route; switch on Create rule to also train routing.
  • Delete message — org admins only (in ⋯ More actions); a soft delete a platform admin can restore from Settings › System › Deleted Messages.

Shortcuts & speed-ups

  • ⌘↵ / Ctrl↵ — send reply or post note
  • Claim — take ownership in one click
  • Click the conversation ID — copies a shareable link
  • Kanban view — drag only works for a few moves (resolved → Open to reopen; on Triage, onto the approve bar or onto Spam)
  • SLA filters — surface what's about to breach

Statuses

Work status:
open in progress — your turn pending — awaiting customer on hold resolved
Triage piles:
not analysed spam archived other
Marks on a thread:
suspicious needs routing

Where do I send it?

Broken / error / how-to Support
Pricing, demo, buying Sales
Invoice, refund, payment Billing
Staff: leave, payroll, policy HR
Partnership, press, sponsor Marketing
Unclear / general Info

Two ways to resolve

  • Resolve & save to KB — resolves and captures the answer so the AI and your teammates can reuse it. Use this whenever the answer is reusable.
  • Resolve (no KB) — resolves without saving anything.
  • Either way, it reopens automatically if the customer writes back.

Golden rules

Do
  • Work SLA-at-risk items first.
  • Route mail where it truly belongs — consistently.
  • Save reusable answers to the KB.
  • Use internal Notes for context & hand-offs.
Avoid
  • Sending an Internal note thinking it's a Reply (or vice-versa).
  • Promising things (e.g. refunds) before approval.
  • Guessing a department — if unsure, ask or route to Info.
  • Resolving reusable answers without saving to KB.