Start with the conversation that needs attention.
Use the inbox to search conversation content and narrow the view by the available site and workflow filters. Read the exchange before assigning work: the last message alone can leave out an important condition or an earlier answer.
A saved transcript keeps visitor messages, assistant answers, and named specialist replies together. It helps the team understand what happened, while still requiring review of any generated statement that matters.
Give the next action an owner.
Conversation assignments and status changes make follow-up visible to the rest of the team. Assign someone who can access that site and record the work that still needs to happen.
Sairo checks permissions on the server and detects stale conversation updates so one teammate does not silently overwrite a more recent change. If an update conflicts, reload the current record and review the new information before saving again.
Turn an enquiry into a follow-up. Give a captured lead an owner and a clear next action.
Before you start: A visitor has shared contact details and a lead has been captured. The workspace, visitors and figures shown are fictional examples.
Read the transcript
- An enquiry. A clear next step.
A visitor has shared contact details. Here's how to turn that enquiry into a follow-up your team can act on.
- Find the enquiry
Open Conversation inbox. Search for the visitor or the subject of their enquiry, then apply the filters. Here, we're finding Jamie Parker.
- Read before acting
Open the matching conversation. Read what Jamie asked for and the contact details they shared before deciding what should happen next.
- Open the lead
Select Jamie under Captured leads. The lead keeps contact details, ownership, progress, and follow-up notes together.
- Give it an owner
Choose the teammate responsible for the next action. After contacting the visitor, update the lead stage to Contacted so the team knows where it stands.
- Set the next action
Set the next follow-up date and add a short internal note. In this example, Dave needs to confirm an inspection time with Jamie. Select Save lead.
- Find what's due
Return to Leads and follow-ups. Select Follow-up due and apply the filters. Jamie now appears with an owner, stage, and follow-up date.
- Every lead has a next action.
Check this list each day. Follow-up dates organise your work list; they do not send automatic reminders or messages to the visitor.
Example review note
“Visitor asked about a requirement missing from the services page. Confirm the answer with the service owner, then follow up using the captured email. Add the approved explanation to website knowledge.”
Keep internal coordination separate.
Internal notes help staff collaborate around a conversation. These notes are separate from the messages shown to the visitor, and client viewers do not receive the internal notes, including when a client has permission to contribute knowledge.
Include only the operational context needed by your team. A general conversation note is not the right place for passwords, provider keys, or unrelated personal records. Good access boundaries work best with deliberate information handling.
Use one workflow across client projects.
Agency teams can work across the sites within their access, while a project-scoped member sees only the assigned client’s sites. The same boundaries apply when searching and opening a conversation.
Review memberships when someone changes responsibility. A clear project structure makes it easier to tell which conversations a person should be able to read, rather than relying on naming conventions alone.
Make review a small, repeatable habit.
Begin a review session with unresolved work, requests for human attention, and recent knowledge gaps. Finish by checking whether contact follow-ups have a responsible person and whether repeated questions need a source update.
The inbox is useful alongside analytics: a metric can show a change, while the actual conversations explain it. Read a representative sample before assuming that a rising or falling count means the experience has improved.
Use “Review with Ask Sairo” on a conversation to investigate an answer with its context. You can prepare a saved answer, an internal note or a conversation status update without moving between those separate screens.