Summary
Handling a customer conversation in Copilot Service workspace follows a connected lifecycle. Your presence and available capacity affect which work reaches you through the inbox or a notification. When you accept assigned work, the workspace starts a session that keeps the conversation and its related information together.
Sessions let you handle concurrent work without mixing customer context. Each session contains an anchor tab and any related application tabs, while unread indicators help you identify work that needs attention. Within a conversation session, the communication panel supports customer messages, knowledge sharing, notes, record linking, and collaboration actions. Active Conversation provides customer, conversation, and linked case details that help you make informed service decisions.
In this module, you learned how to:
- Manage your presence and receive assigned conversation work.
- Use sessions and application tabs to preserve context while switching between customers.
- Communicate with customers and use Active Conversation to review customer and case information.
- Consult another representative while retaining ownership or transfer work when ownership needs to change.
- Distinguish closing a session from selecting End based on the channel and conversation state.
- Complete wrap-up requirements so finished work can move toward closure.
- Review Copilot-generated handoff summaries for accuracy before relying on or sharing their content.
Close and End serve different purposes across conversation types. Closing live work can return it to an open state, while closing asynchronous or persistent work can place it in waiting for later activity. Selecting End moves a completed conversation to wrap-up, where required disposition details or other completion tasks support an accurate service record.
You now apply this lifecycle when delivering customer service experiences that reflect the needs of each channel.