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Overview

The Work workspace brings AI-assisted inquiry work into one place. Work items are created from supported inquiry forms and pipelines, then appear with their pipeline, stage, status, assignees, intake fields, and related customer conversations. Use Work when your team needs to review active pipeline work, assign ownership, move items between stages, or open the agent chat handling a work item.

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Open Work

  1. Open Work from the Z360 sidebar.
  2. Choose a built-in view such as All Work, Assigned to you, Unassigned, or an Agent status view.
  3. Select a pipeline from the sidebar when you need to work in one pipeline.
If Work is not visible, ask an organization administrator to confirm that Work is enabled for the organization and that your role can access it.

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Choose a Work Layout

  • Table shows work items in rows and supports column visibility controls.
  • List shows a compact list that you can group by Pipeline, Stage, or Agent status.
  • Kanban shows items as cards by pipeline stage. Select a pipeline before opening Kanban.
Use the search box to find a work item by its available text, and use the sort control in Table or List view to sort by title or creation date.

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Filter and Save Work Views

Use Filter to narrow Work by:
  • Pipeline
  • Stage
  • Agent status
  • Assigned user
  • Assignment state, including Unassigned
  • Created date range
After applying filters, save the view when teammates will return to the same queue. Keep view names specific, such as “Unassigned website leads” or “Agent work awaiting review.”

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Assign and Move Work

Open a work item when you need to review its current owner or stage. In List or Table view, use the assignment controls to add or change teammates. In Kanban, drag a card to another stage when the work has progressed. Review the item’s agent status after moving it. Changing the pipeline stage updates the Work item; it does not replace the pipeline configuration or delete the linked customer history.

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Open the Agent Chat and Work Summary

Click a Work item to open its agent chat. When the chat is available, the Work Summary panel shows the pipeline, stage, source, assignees, submitted fields, and linked customer conversations beside the chat. Use the linked conversations to review customer context before approving an agent action. If the agent thread is still starting, wait briefly and open the Work item again.

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Best Practices

  • Start with Assigned to you or a saved team view when triaging daily work.
  • Use Kanban for stage movement and Table for dense review or column comparison.
  • Keep Work item assignments current so both teammates and agents have clear ownership.
  • Review the Work Summary and linked conversations before making a customer-facing decision.
  • Use Manage pipelines from Work when the stages, intake fields, or pipeline goal need to change.