The four-part workspace

The inbox keeps navigation, the conversation queue, the active conversation, and customer context visible together. Select a ticket in the queue without leaving the helpdesk.

The center timeline shows customer messages, human replies, AI replies, internal notes, classifications, approvals, Shopify validation, and completed actions. Customer messages use a neutral surface, human-agent replies use light blue, and AI-generated replies use light yellow.

Reply, note, or use AI

  • Reply sends a customer-visible message through the connected channel and closes the resolved conversation by default.
  • Internal Note is visible only to your team.
  • AI Assist explains the current intent, confidence, and relevant context.
  • Suggested action pills appear only when the latest customer message makes that action relevant.

An AI draft marked Needs approval has not been sent. Review it, edit it if needed, then send it as a human approval. A card marked AI resolved represents an automated result permitted by the agent and workspace policies.

Keep the queue accurate

Close resolved conversations, snooze work that should return later, assign an owner, and set priority when urgency changes. Use tags for durable customer facts rather than temporary ticket state.

Search and open another conversation

Use the search control in the application header to find customers, orders, and conversations. Select a result to close the search overlay and go directly to that record. The + control beside the active conversation tab opens the same search experience so you can move to another conversation without losing the inbox.

Move between conversations quickly

The inbox keeps the queue and application navigation mounted while the conversation and customer details change. You can select another queue item immediately after sending a reply; delivery and AI work continue in the background without returning you to the previous ticket. Browser Back also returns to the conversation you were actually viewing.

On a wide desktop, customer and Shopify context stays beside the conversation. On a compact desktop, use the context button in the conversation header to open it as a right-side panel. Close the panel with × when you need more writing room. That choice is remembered in the browser. Phone-width views show one conversation at a time and provide a back control to return to the queue.

Adjust the workspace

  • Use the navigation collapse control to close the entire navy navigation shell and give the workspace more room. The small restore control remains available at the left edge.
  • Inbox scrollbar tracks are hidden by default. Select the scrollbar icon beside the queue sort and filter controls to show them. The choice is saved for that browser. Scrolling works in either mode.
  • The composer formatting icon opens bold, italic, inline-code, and link tools.
  • Send & close is the normal main-button behavior. Use its adjoining arrow to choose Send & set pending when you need the customer to provide more information.

Personalized email identity

Every email is finalized with the current customer’s first name and the actual responding human or AI employee. If a draft or old learned example contains a different greeting or signature, klaxify replaces that identity before delivery.