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About the operator role

Help-desk operators move conversations from intake to resolution. In Flow, primary work happens under Conversations (the full inbox) and Home (a focused dashboard). Both show the same underlying conversations with different layout and filters. Team Viewers can read the conversation queue, including its title, state, priority, assignee, and requester messages. Replying, assigning, and resolving require the Agent role or higher. Approval decisions require a Manager or organization administrator who is eligible for the current approval stage. Viewers cannot see automation runs. See Permissions. Operators typically do the following:
  • Pull work from queues (Assigned to me, Unassigned, team views)
  • Read context in Chat with Flow and Requester chat
  • Update status, assignment, and priority
  • Approve or Reject when an eligible manager or organization administrator receives an approval. The reject action is labeled Deny when you decide as an organization administrator
  • Resolve when work is complete
  • Optionally enter /automate in Chat with Flow to draft an automation from the ticket

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Choose a work surface

Home and Conversations show the same underlying conversations with different layout and filters. Use Home as a focused dashboard for your own assigned work and approvals. Use Conversations as the full team inbox for triage, sorting, and manual creation.

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Home

1

Open Home.

The conversation list spans every team you are a member of.
2

Filter the conversation list.

Use conversation filter chips:
  • Assigned to me (default)
  • Unassigned: each row you can assign carries an Assign to me action
  • Assigned to my team
3

Review My approvals.

Review the My approvals sidebar for pending decisions routed to you across all your teams. Use Approve or Reject when you are eligible and have approval permission. When you decide as an organization administrator, the reject action is labeled Deny.
4

Open a conversation.

Select a row to open the conversation detail. The detail page does not show My approvals. To return to it, select Home in the primary navigation.
The prompt bar on Home launches Flow for ad hoc questions. When active, it expands into a full agent panel: exit back to the dashboard when you are done.

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Conversations

1

Open Conversations.

Open Conversations from the sidebar.
2

Filter by queue.

Use queue chips Assigned to me and Unassigned for fast filtering.
3

Customize the table.

Sort, filter, and group columns in the table to match your team’s process.
4

Create a conversation manually.

Use New conversation to create work manually (incident or request) when intake did not arrive from a channel.
5

Open a conversation.

Open a row to work the detail view.
The list has no row selection or batch actions. Act on one conversation at a time.

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Work with a single conversation

1

Read both views.

On the detail page, switch between Chat with Flow (operator assistance) and Requester chat (customer-visible messages).
2

Use the detail rail.

Update Type, Priority, Status, Assignee, and Assignment team in the right rail. Edit Description and add Work notes (team-only, not sent to the requester).
3

Take header actions.

  • Assign to me: claim unassigned work
  • Approve / Deny: when you have approval permission and are eligible for the current stage. If these actions are unavailable, check Home → My approvals
  • Resolve: mark work complete
  • /automate in Chat with Flow: draft an automation from this conversation (when automations are enabled)
4

Reply to the requester.

Compose in Requester chat. Choose an available route under Communication Channel.
Do not resolve a conversation while its Approvals section still shows a pending required decision. Keep it In progress until the decision and required fulfillment work finish.

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Conversation fields

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Type

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Priority

Low, Normal, High, Urgent

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Status

Use Resolve in the header, or set Status to Resolved, when work is complete. Set Status to Canceled when the request will not be fulfilled. Canceled conversations cannot be reopened.

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Source

Where the conversation originated, such as Flow, Slack, or email.