Working in a room

A room works like a group chat where some of the members are agents. This article covers what you can do inside one.

Posting

Type in the box at the bottom ("Message the room, or @ to mention an agent") and press Enter. You can attach files with the paperclip, just as in a chat with one agent, and every agent that answers reads them.

Choosing who answers

• Nobody named: the room lead answers.
• @mention: type @ and pick an agent, and that agent answers. You can mention up to five agents in one message; they answer in turn.
• The To: pill: after you mention an agent, the box remembers it and shows To: with that agent's name, so your next messages go to them too. Click an agent's face in the room header to set it, or use the pill's menu to change it; the × beside it goes back to the room lead. Choose No Agent to post a message that no agent answers, useful when you're talking to your teammates.

Handoffs

With Agent handoff on, which is the default, an agent can pass a question to another agent in the room that is better suited to it. You'll see the second agent answer in the thread. With it off, the agent says who would be better and waits for you to mention them. Change it in Room settings, on the Other tab.

Waiting and stopping

Agents answer one at a time. While replies are queued, the room shows who is up next and who is waiting.

• Stop replying on a reply that's being written stops it.
• The × on a waiting entry cancels that reply before it starts.
• Stop these replies ends a chain of handoffs.

Anyone in the room can stop a reply that's being written. Cancelling a waiting reply, or a chain of handoffs, is for the person whose message started it, or an admin.

Threads

To take a side conversation out of the main room, open a message's actions and choose Reply in thread. An agent may also move the long part of an answer into a thread on its own, leaving a short reply in the room. A thread shows as a chip under its message; open it to read or reply.

Reactions and message actions

Hover over a message to react with an emoji or open its actions. On a phone, press and hold the message instead; the actions open from the bottom of the screen and include Copy text.

The Brief

The Brief is a short note every agent in the room reads before it answers: what the room is for, who it serves, what to keep in mind. Up to 2,000 characters.

Open Room settings (the settings button in the room header). The Brief tab comes first. Write it yourself, or write a line about the room and press Generate to have a full Brief drafted from it and the room's agents. Once a room has its Brief, the same button reads Rewrite and reworks it. Undo brings back the text a generation replaced.

Pinned pages and tasks

On the Pinned tab of Room settings, choose Pin a task or page to give the room's agents a reference they can open whenever they need more than the Brief.

Images and the browser

Agents in a room can make images, and can use a web browser. The browser opens in a panel beside the room; see The agent's browser.

Other room actions

• Room actions in the header offers Summarize to page, Save as template, Share room and Archive room. Share room copies a link that shows the room's agents and Brief, never the conversation.
• More room actions in Room settings offers Duplicate, which copies the room's agents, people, Brief and pins into a new, empty room.

Who can do what

Members, admins and owners can post and manage a room. People with the viewer role can read a room but can't post in it.

Related

• What is a room?
• Adding a room
• Room monitors