This guide follows your first customer conversation in Domix. It assumes an administrator has added you to the account and the inbox you will use. If you cannot see your working channel, ask them to check membership before handling live requests.
Your first-day rule is simple: read the context, check who will see what you write, and leave the next action and its owner clear.
Start your shift with the right view
Confirm the selected account, then review your profile name, language, notification preferences, and appropriate availability status. If you use browser notifications, check browser permission as well. Alerts help you notice work; the conversation list is still where you review it.
Open Conversations and choose a view appropriate to your responsibilities, such as assigned conversations or your team’s inbox. Check the filters before concluding that nothing is waiting. You may be looking at a different status or channel.
A customer writes: “I paid but received no confirmation”
Read the message, earlier replies, and relevant internal notes before composing an answer. Review the available customer details and avoid requesting information they already supplied. Check the current assignee so you do not start a parallel response without coordinating.
If the request belongs to you, make sure ownership follows your team’s assignment process. Send a reply that acknowledges the problem and explains what you need to verify. For example: “I’ll check the order confirmation. Could you share the order number if it isn’t in your earlier message?” Use the business information available to you for verification, and avoid promising an action you have not confirmed you can perform.
ادخل صورة هنا: Show a training conversation before the first reply, highlighting message history, current assignee, and customer details without real payment information.
Bring in a colleague without confusing the customer
Switch the composer to Private Note and write a useful summary, such as “Customer reports payment completed; order status needs checking before we confirm receipt.” Mention the appropriate colleague if available, but do not assume that a mention changes conversation ownership.
Before addressing the customer again, switch back to Reply. An internal note stays within the team; a public reply is sent to the customer. Recheck the mode, text, and attachments whenever you move between the two.
If another team needs to take over, leave a summary explaining the reason and what the customer is waiting for, then make the required assignment. A handoff with no context forces the next person to repeat questions the customer has already answered.
ادخل صورة هنا: Compare Reply and Private Note in the conversation composer, clearly showing who can see each type of message.
Decide what remains before leaving
When the request is complete and you have communicated the result, mark the conversation Resolved. Sending a first reply is not a reason to resolve it if work remains.
Your workspace may use Open, Pending, and Snoozed as part of its follow-up process. Follow your team’s definitions and make sure someone owns the return to the request. When snoozing, review the displayed return time or condition before confirming.
At the end of your shift, review conversations that still require action. Leave a summary and a next step for each unfinished request, then hand it over through the agreed coverage process. A colleague should be able to continue where you stopped without asking the customer to explain the problem again.