Conversations, replies, and handoffs

Triage a thread

Read enough history to identify the person, current request, previous commitments, channel, and urgency. Open the related lead when identity or lifecycle context matters. Search for another thread before assuming the visible conversation contains the full history.

Reply to a customer

1. Confirm the reply channel and send-from identity.
2. Write the response or request an AI draft where available.
3. Verify names, dates, prices, links, commitments, and policy statements.
4. Add an approved attachment only after confirming recipient and channel limitations.
5. Send once and wait for a recorded result.

The composer can expose channel-specific controls and canned responses. A reusable response is a starting point; update it for the customer’s actual request.

Use internal notes

Switch deliberately into note mode before typing internal context. Notes should state facts, decision rationale, ownership, and next step. Avoid unnecessary sensitive data and language you would not want included in an audit or data request.

Use summaries and next actions

Where enabled, Spacebrain can summarize a conversation, regenerate a summary, propose a next best action, or draft a reply. Validate these against the thread. An AI may omit a negation, confuse speakers, miss an attachment, or infer an action that was not approved.

Handle calls and recordings

Call messages can expose recording playback or call context. Follow applicable consent and retention rules. Do not download or share a recording beyond the authorized team. Convert agreed follow-up into a task or CRM update.

Handoff checklist

• Assign the conversation to the receiving owner or queue.
• Add a concise internal note with request, actions taken, blockers, and deadline.
• Create or update the follow-up task.
• Link the correct CRM record and deal if relevant.
• Tell the customer what happens next without promising an unconfirmed outcome.

Avoid duplicate replies

Refresh the thread before sending when multiple teammates may be active. If send status is uncertain, check the timeline, outbox, and provider before retrying. Coordinate ownership rather than racing an unread indicator.