Odly
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Agent Cheat Sheet

Everything a new agent needs on day one

One page. Pin it up or hand it over — the core loop, the key actions, the shortcuts, and the golden rules for working the Odly inbox.

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 Close if not.

Key actions

  • Reply vs Note — Reply goes to the customer; a Note is internal-only. Check the mode before sending!
  • Suggested reply — click Use, edit, send. Nothing goes out on its own.
  • Attach / KB / Translate — right in the composer.
  • Create Ticket — when it needs tracking or engineering.
  • Change department — moves it and trains routing.
  • Delete — safe; it's restorable from 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 a card to change its status
  • SLA filters — surface what's about to breach

Statuses

You set:
in progresspendingresolvedclosed
System sets:
openawaiting responseclient repliedfiltered / spamneeds 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

Resolve vs Close

  • Resolve & Save to KB — closes and captures the answer so the AI and your teammates can reuse it. Use this whenever the answer is reusable.
  • Close — closes without saving anything.
  • Reopened 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 a 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.
  • Closing reusable answers without saving to KB.