Send an approved reply to the person who sent the incoming message.
Send approved answers to repeat questions and flag chats needing a person.
Your routine chats get the replies you chose, and chats needing a personal answer appear together in your inbox view.
Acknowledge customer chats after review and hand off urgent requests.
Customers get a reviewed reply while their usual contact is away. Urgent requests reach the teammate covering for them.
Send approved answers to common texts and hand off unanswered questions.
Your customers get a text reply from the wording you choose when it fits, while your team sees questions that need a person.