This page helps you work a request from the card Thorpe posts in your triage channel.
What the card shows
The first line is the request title, linked to the request in the web app. Under it is the status, for example Waiting on us, or Snoozed until a date and time. When AI was unsure about the message, the status line adds needs review. AI is off until an admin turns it on, so without it you won't see this.
| Field | Shows |
|---|---|
| Channel | The customer channel the request came from. |
| Owner | The teammate who owns it, or No owner. |
| Priority | Low, Normal or High. New requests start at Normal. |
| SLA | First reply due a time, then Resolve by a time. At risk or Breached appears in front when a target is close or missed. |
The buttons
- Assign to me makes you the owner.
- Assign… opens a list of your teammates. Pick one under Owner and choose Assign.
- The priority menu sets Low, Normal or High.
- Snooze puts the request aside. Pick 1 hour, 4 hours, 1 day, 3 days, 1 week, or Pick a time… to choose a date and time under Wake it up at.
- Close marks the request done.
- Discuss starts an internal thread on the card. Replies there stay inside your team. See Notes and discussions.
- Escalate, in the card's overflow menu, sends the request to Linear when that optional integration is set up.
A closed card shows only Reopen.
Answer a request
- Open the customer channel from the card's Channel field.
- Reply in the thread under the customer's message.
- The request moves to Waiting on customer. If the customer writes back, it moves to Waiting on us.
Snooze a request
- Choose Snooze on the card and pick a time.
- The status changes to Snoozed until that time, and the resolution clock pauses.
- At that time the request comes back as Waiting on us. If the customer writes before then, it comes back straight away.
Close and reopen
- Choose Close when the conversation is done. The SLA clocks stop.
- To undo it, choose Reopen on the card. The request returns as Waiting on us.
If the customer replies in the thread of a closed request, Thorpe reopens it for you.
Coming
Grouping several quick messages from one customer into a single request, with a Merge? button to confirm, is coming. Until then, each top-level message opens its own request.
What's next
- SLAs and business hours explains the times on the SLA line.
- Ownership and assignment covers Assign… and automatic assignment.