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Woes uses one conversation model across support channels. A customer message from live chat or Discord appears in the shared inbox with channel context, identity, messages, notes, tags, custom fields, and operator state.

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Channel status

ChannelCurrent roleNotes
Live chatActive inbound support channel.Installed through the Woes widget on your site or app.
DiscordActive inbound support channel when connected.Best for community and developer support workflows.
EmailVerified-domain and outbound testing support.Treat inbound email intake as unavailable unless your workspace is explicitly enabled for it.

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Inbox workflow

1

Triage the conversation

Review channel, customer identity, message history, priority, tags, and custom fields.
2

Check agent state

See whether the agent answered, asked a clarification, or requested handoff.
3

Add internal context

Use private notes for investigation details, reproduction steps, and internal links.
4

Reply or take over

Send a customer-facing reply, apply a macro, update status, or take over from automation.
5

Link the pattern

Convert repeated bugs, missing docs, or feature requests into issues when the conversation reveals product work.

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Conversation states

Use states consistently so everyone knows what needs attention.
StateUse when
NewA customer message needs first review.
OpenThe team is actively working the case.
Waiting on customerThe next step requires customer detail or confirmation.
Waiting on teamInternal investigation is in progress.
ResolvedThe customer’s issue is complete.

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Operator takeover

Take over when automation should stop acting as the primary responder. Common takeover triggers:
  • Customer asks for a person.
  • Agent confidence is low.
  • The answer requires account-specific judgment.
  • The issue involves billing, security, privacy, legal, or production incident details.
  • The customer is upset or high priority.
  • The next step requires internal tools or engineering review.
After takeover, review prior messages, cited sources, notes, and linked issues before replying.

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Private notes

Private notes are for internal collaboration. Use them for:
  • Investigation status.
  • Reproduction steps.
  • Internal owner.
  • Links to internal tickets.
  • Handoff context.
Do not use notes for plaintext credentials or unrestricted secrets.

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Issues

Issues connect support conversations to product work. Create or link an issue when you see:
  • A product bug.
  • A missing or inaccurate documentation page.
  • Confusing API behavior.
  • A feature request.
  • A recurring onboarding problem.
Keep summaries customer-safe if they might be copied into external updates.

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Channel guidance

Use live chat for support inside your product, API docs, or developer portal. Pass customer identity and page context when available so operators can respond faster.
Use Discord when developers already ask questions in a community or customer server. Define which channels are connected and avoid sharing private account data in public rooms.
Use current email settings for verified sending domains and outbound tests. Do not present inbound email intake as generally available until your workspace has it enabled.

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Inbox readiness checklist

  • Operators know who owns each channel.
  • Conversation states are used consistently.
  • Tags and custom fields are visible and meaningful.
  • Private notes are clearly separated from customer replies.
  • Macros have been reviewed.
  • Issue conversion rules are understood.
  • Handoff from the agent is tested before launch.