> ## Documentation Index
> Fetch the complete documentation index at: https://docs.woes.dev/llms.txt
> Use this file to discover all available pages before exploring further.

# Channels and inbox

> Handle live chat and Discord conversations from one shared support workflow.

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.

## Channel status

| Channel   | Current role                                   | Notes                                                                                         |
| --------- | ---------------------------------------------- | --------------------------------------------------------------------------------------------- |
| Live chat | Active inbound support channel.                | Installed through the Woes widget on your site or app.                                        |
| Discord   | Active inbound support channel when connected. | Best for community and developer support workflows.                                           |
| Email     | Verified-domain and outbound testing support.  | Treat inbound email intake as unavailable unless your workspace is explicitly enabled for it. |

## Inbox workflow

<Steps>
  <Step title="Triage the conversation">
    Review channel, customer identity, message history, priority, tags, and custom fields.
  </Step>

  <Step title="Check agent state">
    See whether the agent answered, asked a clarification, or requested handoff.
  </Step>

  <Step title="Add internal context">
    Use private notes for investigation details, reproduction steps, and internal links.
  </Step>

  <Step title="Reply or take over">
    Send a customer-facing reply, apply a macro, update status, or take over from automation.
  </Step>

  <Step title="Link the pattern">
    Convert repeated bugs, missing docs, or feature requests into issues when the conversation reveals product work.
  </Step>
</Steps>

## Conversation states

Use states consistently so everyone knows what needs attention.

| State               | Use when                                                |
| ------------------- | ------------------------------------------------------- |
| New                 | A customer message needs first review.                  |
| Open                | The team is actively working the case.                  |
| Waiting on customer | The next step requires customer detail or confirmation. |
| Waiting on team     | Internal investigation is in progress.                  |
| Resolved            | The customer's issue is complete.                       |

## 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.

<Tip>
  After takeover, review prior messages, cited sources, notes, and linked issues before replying.
</Tip>

## 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.

## 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.

## Channel guidance

<AccordionGroup>
  <Accordion title="Live chat">
    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.
  </Accordion>

  <Accordion title="Discord">
    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.
  </Accordion>

  <Accordion title="Email">
    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.
  </Accordion>
</AccordionGroup>

## 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.