WORK INResponseCX · Chat Desk
BRING
Workspace access and a real test conversation
FINISH WITH
A reviewed thread and verified customer-visible result
Understand the workspace
The desktop layout places these tools alongside the conversation. On smaller screens, switch
between the available panels. The desk receives conversation updates through its event stream
with refresh support; use Refresh if the view appears stale.
Find the conversation that needs you
Use Active, Mine, Unassigned, Needs me, SLA risk, Waiting AI, Waiting customer, Takeover, Escalated, Reviewed, Resolved, or Snoozed to narrow the queue. Chat and Email select the supported channel views. A queue label helps triage; it is not proof that an external action completed. Read the thread and its available execution or delivery evidence. Check the selected organization before concluding that a conversation is missing, and load older messages when the transcript is paginated.Handle your first conversation
1
Open and identify the thread
Select the intended conversation. Compare its customer message, channel, agent, and
available identifiers with your test. A Response response ID and a widget thread UUID
identify different records; preserve the identifiers shown for your conversation.
2
Coordinate ownership
Choose Claim to assign the conversation to yourself. If another operator owns it,
coordinate before using Take over from …. Customer replies are locked while another
operator is assigned. Release changes assignment; it is not the same as resuming AI.
3
Decide whether AI should continue
Use Pause AI / take over when a person should handle the exchange. Inspect the
AI paused state and takeover signals. Assignment, escalation, and AI control are
related but distinct; verify the actual state before assuming automation has stopped.
4
Reply or leave a note
Check the composer audience before sending. Send reply is customer-facing on a
supported conversation. Add note is for your team on native chat threads.
Managed email does not currently support desk internal notes. A disabled composer on
a response-only record means that record does not provide a supported send path.
5
Verify, then organize the work
Inspect the delivery result and check the customer side where appropriate. Use Mark
reviewed after reviewing the conversation, or Snooze to defer work until a chosen
time. Neither a review marker nor a snooze is evidence that a reply was delivered.
Reply saved versus reply delivered
The composer supports attachments, subject to the send endpoint’s limits: up to five files,
with a combined size of at most 5 MB. Channel support and delivery still need verification.
If a send result is uncertain, inspect the existing transcript or provider result before
starting another send. The app preserves send-attempt identity for protected retries; a
successful HTTP response alone does not establish delivery.
Review held actions separately
An approval is a decision about a held action, not an ordinary chat reply. Inspect the reason, proposed action, and context before approving or denying it. After approval, inspect execution: the desk can report Approved, but the action did not run. Do not count approval as a completed refund, order change, or other business operation without its outcome evidence.Troubleshooting
Next steps
Connect the website widget
Install the hosted widget and verify an AI-to-human exchange end to end.
Understand channel coverage
Compare chat, managed email, helpdesk integrations, and other channel runtimes.
response-one-prod on 2026-09-20: pages/chat-desk.js,
hooks/useChatDesk.js, the chat-desk components, and pages/api/chat-desk/.