New chat and Auto

You do not have to pick an agent before you ask. Select Chats in the top bar, or New Chat at the top of the team rail, and you land on a new chat that belongs to nobody yet. It asks What do you need? and offers a few suggestions to start from.

Who gets your message

Beside the model in the box at the bottom sits a small pill that says who your message goes to:

• Auto (the default) picks the right teammate when you send. A small, fast model reads your message and the agents you can see, with their names, roles and skills, and chooses one.
• Select the pill to choose a teammate yourself. The list shows Auto and every agent you can see, with its face and role. A teammate you choose takes the message as it is, and nothing is picked for you.

When Auto is not sure, takes longer than a few seconds, or cannot reach the model, your message goes to the Company Brain, which can bring in the right teammate. Sending never fails because of Auto. Auto only offers the agents you are allowed to see. See Department access.

Sent To

Once you send, the chat becomes a side chat of the agent that took it, and appears under that agent in the team list. A chip at the top says who took it, for example Sent to Finance, with the reason Auto gave beside it.

Select Change on the chip to move the chat to another agent. You can move it before or after the first answer; the new agent answers from your next message on. Answers already given stay as they are.

See Main thread and side chats.