Customer to engineering
Let the customer’s explanation reach the people building the fix.
Use a temporary inbox to bring a customer conversation into your agent’s workflow. Preserve the detail behind the request as it moves toward investigation and implementation.
A familiar situation
The work crosses a boundary.
A customer’s report includes follow-up replies, a screenshot, and an attachment. By the time it becomes an engineering task, it has been compressed into a few lines and the team needs to ask for the missing details again.
The investigation and development brief can draw on the conversation and attachments you forwarded, with less manual copying between tools.
What carries forward
- The forwarded customer conversation
- Relevant attachments
- A brief with customer impact
- Questions and next steps for engineering
Saved in a shared workspace. Ready for the next person and agent.
The workflow
How the work moves forward.
01
Ask for a temporary inbox
Have your agent create a temporary inbox for the conversation you want it to use.
02
Forward the conversation
Send the relevant email thread and attachments to that address, including the context the agent needs to understand the report.
03
Turn context into a useful brief
Ask the agent to identify the problem, extract relevant details, and record questions. Review the resulting brief and save it for the engineering handoff.
What this makes possible
A better way to divide the work.
- More of the original detail
- Let an agent use the material behind a request instead of relying on a repeatedly shortened summary.
- An easier route into investigation
- Forward what you already have, then ask the agent to organize it for the work ahead.
- A shared understanding of the request
- Customer-facing staff and engineers can work from the same saved brief.
How responsibilities are shared
You choose what to forward and save. The inbox supplies context to the agent; people remain responsible for reviewing the interpretation and deciding what happens next.
Keep exploring
More ways to work together.
Handoffs & environments01
Investigate with oversight. Build independently.
Move from a supervised production investigation to development in an isolated environment.
Explore the workflow
Shared team knowledge02
Make one person’s learning useful to the whole team.
Keep decisions, lessons, and project context available to the next person and their agent.
Explore the workflow