Department One-Pagers

A single sheet per department — hand one to each agent. Print this file to get all six (each prints on its own page).

The categories shown are examples — your workspace has whatever an admin configured under Settings → Workspace → Categories. Checked against the app: v1.1.294 · 2026-10-07.

Support

Resolve technical problems and how-to questions quickly and correctly.

support

What lands here

Technical IssueHow-To QuestionSetup & ConfigurationFeature Request

Priority guide

Critical	Production down, data loss, security, many blocked
High	One customer fully blocked, no workaround
Medium	Normal issue with a workaround (default)
Low	Cosmetic, minor how-to, feature request

Not mine → route to

Invoices, refunds	Billing
Pricing, demo, buying	Sales
Partnership, press	Marketing
Unclear / general	Info

Escalate & tickets

Critical/security or SLA breach → manager.
Engineering-bound → ⋯ More actions → Create ticket, then Push to Jira on the ticket.
Flag the Waiting on engineering label on handoff (a manager/admin applies labels).

Key habits

Answer from a KB / AI suggestion where possible, then Resolve & save to KB — Support is the biggest KB source; a clean KB lowers future volume.

Routing keywords: “error”, “not working”, “bug”, “how do I”, “can't”, “broken”, “500”.

Sales

Turn interest into customers — answer fast, qualify leads, send quotes.

sales

What lands here

Demo RequestPricing InquiryProduct QuestionPurchase IntentEnterprise Inquiry

Priority guide

High	Inbound demo/quote requests, hot buying signals — reply ASAP
Medium	General pre-sale questions (default)
Low	Early-stage “just researching”

Speed wins deals — SLA-at-risk on a lead = deal risk.

Not mine → route to

Product problem	Support
Invoice / payment	Billing
Partnership / press	Marketing
Unclear / general	Info

Leads & tickets

Mark as lead to capture contact details on the Lead tab.
Create lead ticket to track through the pipeline.
Check the Lead tab is filled — edit if the AI missed a field.

Key habits

Reply fast with clear next steps; keep pre-sale answers consistent and accurate via the KB.
Escalate enterprise / non-standard pricing to a manager.

Routing keywords: “pricing”, “quote”, “demo”, “trial”, “how much”, “interested in”, “upgrade”.

Billing

Resolve money matters accurately, with a clear paper trail.

billing

What lands here

Billing QuestionInvoice & ReceiptPayment IssueRefund RequestSubscription Changes

Priority guide

Crit/High	Failed payment near suspension, or a wrong charge
Medium	Invoice questions, plan changes (default)
Low	Receipt copies, routine admin

Not mine → route to

Product not working	Support
Buying / new plans	Sales
Unclear / general	Info

Escalate

Any refund, dispute, or adjustment → manager / finance.
Create a ticket, flag the Refund pending label (a manager/admin applies labels).

Key habits

Never promise a refund before it's approved. Keep the reasoning in an internal note — never expose it to the customer. Point customers to the Stripe portal for invoices.

Routing keywords: “invoice”, “receipt”, “refund”, “charge”, “payment”, “VAT”, “cancel subscription”.

HR

Handle internal people matters — confidentially.

What lands here

Employee OnboardingLeave & Time OffPayroll & BenefitsPerformance & DevelopmentEmployee RelationsPolicy & Compliance

Internal-employee focus — not recruitment. Marketing internships → Marketing.

Priority guide

High	Grievance, payroll error, start-date onboarding
Medium	Routine leave, benefits, policy (default)
Low	General informational questions

Not mine → route to

Customer issue	Support
Buying the product	Sales
Press / internships	Marketing
Unclear / general	Info

Confidentiality

Keep assessments in internal notes, never in replies.
Mind who has HR department access; enforce 2FA.
Escalate grievances to HR leadership.

Key habits

Use tickets to track multi-step cases (onboarding, grievance, payroll fix). Handle employee-relations matters with maximum discretion.

Routing keywords: “onboarding”, “leave”, “PTO”, “payroll”, “benefits”, “performance review”, “policy”, “grievance”.

Info

The front door — answer it, or route it to the right team fast.

info

What lands here

Information RequestAccount Management (org-wide)

Plus anything the router couldn't place (Needs Routing).

Priority guide

Medium	Default for general enquiries
High	If it reveals something urgent (angry customer, security) before you transfer

Goal: fast first touch + a correct hand-off — not to solve everything here.

Almost everything specific → route it

Product problem → Support

Invoices / payments → Billing

Buying / pricing / demo → Sales

Jobs / staff HR → HR

Press / partnerships → Marketing

Obvious junk → Resolve as spam

Key habits

Re-route via the header Dept picker to transfer — switch on Create rule and it also trains routing so similar mail auto-routes next time. Answer trivial questions yourself; don't create work by transferring them.
Mail that keeps needing manual transfer is a signal for admins to add a routing rule — flag the pattern.

Marketing

Handle outward relationships — partnerships, press, campaigns.

marketing

What lands here

Brand CollaborationInfluencer & UGC OutreachMarketing InternshipPress & Media InquirySponsorship & Partnership

Priority guide

High	Press enquiries, time-boxed opportunities (deadlines, launches)
Medium	Partnership / collaboration proposals (default)
Low	Cold / mass outreach with little fit

Not mine → route to

Buying the product	Sales
Product problem	Support
Invoice / payment	Billing
Unclear / general	Info

Leads & escalation

Promising opportunity → Mark as lead + Create ticket (⋯ More actions).
Significant partnerships / brand / legal → manager / founder.
No-fit cold outreach → polite decline; a manager/admin can label it Declined.

Key habits

Treat press as High and acknowledge promptly. Keep standard responses (media kit, partnership criteria) in the KB for consistent, on-brand replies.

Routing keywords: “partnership”, “collaborate”, “press”, “media”, “sponsor”, “affiliate”, “internship”. Overlaps with Sales — lean on rule example text to separate buying intent from partnership intent.