Daily workflow tips

These tips help you and your team keep the inbox under control every day. They combine features you already have in EngageOne, so there's nothing new to set up beyond a few folders and templates.

Start your day in the right place

1. Set your status to Online from your avatar menu, so the right conversations reach you.
2. Open Mentions first. These are teammates waiting on you, and they're usually quick to answer.
3. Open Unattended. These customers haven't had a reply to their latest message yet.
4. Switch to the Mine tab and set Order by to Pending Response: Longest first. Work from the top down.
5. Finally, check Unassigned and pick up anything that fits your skills.

Tip: Set your status to Busy when you need focus time, and Offline when you leave. That keeps auto-assignment from sending you chats you can't answer.

Build a few folders, then live in them

A folder is a saved filter. It updates by itself, so you don't have to rebuild the same filter every morning.

Good folders to start with:

To create one, filter the list, then click Save filter. It appears under Conversations → Folders. See Conversation filters and folders.

Stop typing the same answer

• Turn your five most common replies into canned responses. Type / and a short code in the reply box to insert one.
• Use variables such as {{contact.first_name}} so templates still feel personal.
• Keep short codes easy to guess, for example /refund, /hours, /tracking.
• Review your list once a month. Delete templates nobody uses and fix ones agents always edit.

See Canned responses.

Turn repeat routines into macros

If you do the same three clicks on many conversations, make it a macro. For example:

• Refund approved: send the refund reply, add the refund label, resolve.
• Escalate to billing: assign the Billing team, set priority to High, add a private note.
• Spam: add the spam label, resolve.

Run a macro from the Macros section of the conversation details panel, or press ⌘ + K / Ctrl + K and choose Execute a macro. See Macros.

Snooze instead of leaving it open

When you're waiting on a customer or a teammate, don't leave the conversation sitting in your open list.

• Snooze Until next reply when the customer owes you an answer. The conversation comes back the moment they reply.
• Snooze Until tomorrow or Next week when you've promised to follow up on a date.
• Use Mark as pending when the next step is with someone else and you want it out of your open view.

A snoozed conversation also reopens when the customer writes back, so you never miss their reply.

Use mentions instead of side chats

• Ask a colleague for help with a private note and an @mention. They get notified, and the question stays with the conversation.
• Mention a whole team, such as @Billing, when you don't know who should answer.
• When you hand over a conversation, leave a one-line private note: what the customer wants, what you've checked, what's next.

See Private notes and mentions.

Keep your hands on the keyboard

Learn these five first:

The full list is in Keyboard shortcuts.

End your day cleanly

1. Resolve anything that's finished. Ask the customer first if you're not sure.
2. Snooze conversations you can't finish today, with a private note saying why.
3. Reassign anything urgent to someone who's still online. Use bulk actions if there are several.
4. Set your status to Offline.

Related articles

• Conversation filters and folders
• Canned responses
• Macros
• Private notes and mentions