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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. The actions assume the support agent role — associate is read-only (view + request changes) and won't see most of these buttons.

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 plain Resolve if not.

Key actions

  • Reply vs Internal note — a Reply goes to the customer; the INTERNAL NOTE tab stays team-only. Check the mode before sending!
  • Suggested reply — click Use in reply, edit, send. Nothing goes out on its own.
  • Attach / KB / customer lookups — 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 (SEND) or post note (POST NOTE)
  • R reply · N note · E resolve — on an open conversation
  • J / K — next / previous conversation · U — read / unread · Esc — close
  • Select several in the list — resolve, assign, mark spam or merge in bulk; ineligible items are skipped with the reason shown
  • Claim — take ownership in one click
  • Copy link — the header icon copies a shareable conversation URL (on phones it lives in ⋯ More actions)
  • Kanban view — mirrors your queues; drag only works for a few moves (resolved → Open to reopen; on Triage, onto the “Drop here to approve” bar to approve, or onto Spam to confirm it as spam)
  • SLA filters — surface what's about to breach

Statuses

You set:
on-holdresolved
Derived — who replied last:
openin progresspending (awaiting the customer)
Triage piles & marks:
not analysedspamarchivedothersuspiciousneeds 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. Only offered on active threads (the customer has written in) — use it whenever the answer is reusable.
  • Resolve — resolves without saving anything. Not customer work instead lands it in the same Resolved column as Closed — a muted grey chip, never counted as a resolution.
  • Already filtered as spam? The strip offers Approve — Move to Open to restore it, or Confirm — it is spam to agree.
  • Either way, a conversation 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.