Overview
Use separate case message, customer reply, internal note, recipient, delivery, and visibility flows.
Prerequisites
Permissions required
Steps (4)
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1
Choose customer reply or internal note
Use the customer conversation for requester-visible content and internal notes for staff-only investigation and collaboration.
Tips
Validation
Success criteria
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2
Apply case communication policy
Agent Desk resolves the permitted reply transport, source/conversation ownership, connection, and channel policy for the case.
Tips
Validation
Success criteria
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3
Queue the reply through the owning transport
The governed customer reply command is dispatched through the configured CUSTOMER_REPLY_TRANSPORT while portal replies remain available through customer-scoped Agent Desk operations.
Tips
Validation
Success criteria
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4
Record delivery and audit state
Store author, visibility, recipients, timestamps, provider correlation, delivery outcome, and case timeline events.
Tips
Validation
Success criteria
About this guide
Agent Desk is a complete service-operations workspace for customer and internal support. Requests can enter from staff, customer portals, trusted applications, APIs, governed workspace calls, Bridge v2 connections, events, and configured inbound providers.
Agents work from permission-aware queues with skills, presence, capacity, assignment, priority, SLA, requester identity, live business context, customer conversation, internal notes, attachments, approvals, related work, source-authorized actions, and a complete case timeline.
Supervisors and operations teams manage queues, routing, service levels, problems and incidents, knowledge, quality, workforce, reports, integrations, automations, retention, audit, and enterprise identity from the same application. Connected systems integrate through capability-based provider contracts so each source application can remain authoritative for its own business data while Agent Desk owns service operations.