Engagement
See conversations by what they need.
Four lanes: needs you, AI handling, waiting, on hold. A pricing negotiation and a routine availability question arrive through the same mailbox and belong in different places — sorting by channel is how the first one waits behind forty of the second.
Needs you means a person specifically
Pricing negotiations, contract questions, anything above a value you set, and anything an agent stopped on. The lane is short by design.
AI handling is visible, not hidden
You can see what agents are doing and read any of it. An automation layer you cannot inspect is one you will eventually switch off in a panic.
Waiting is a lane, not a gap
Proposal sent, customer deciding, meeting on Tuesday. Nothing to do, and the screen says so rather than leaving you to work it out.
On hold says why
A conversation suppressed because a support case is open shows the case. Otherwise it reads as a bug and somebody overrides it.
Engagement
The rest of this area.
Email, calling, sequences, meetings — with a reason each time.
Make sure every opportunity gets a next action.
Let AI handle the repetitive engagement, keep follow-up moving, and bring your team in when a customer needs a real conversation.
Agents identify themselves on every call · Nothing commits without you · [email protected]