Communicate with employees

Clear, timely communication helps employees understand the progress of their request and what they need to do next. Use public updates to keep employees informed throughout the lifecycle of a case.

For an overview of conversation types, see Understanding case conversations.

Before you start

Before sending a reply:

• Read the conversation to understand what has already been discussed.
• Review any internal notes or AI Insights for additional context.
• Confirm the current status of the case.

Avoid asking employees to repeat information they've already provided.

Send a public update

Use Send update whenever you're communicating with an employee.

Public updates are visible to:

• The employee
• People copied (CC'd) on the case
• Agents and managers working the case

Use public updates to:

• Answer questions
• Request additional information
• Explain progress
• Confirm the outcome of a request
• Let employees know what will happen next

Employees may also receive notifications based on your organization's notification settings.

Use the right type of message

Choose the communication method that matches your audience.

Employees don't see internal notes or Ask AI conversations. If the employee needs to know something, include it in a public update.

Write clear updates

Good updates help employees understand both the current situation and the next step.

Aim to:

• Answer the employee's question directly.
• Explain what you're doing or what has changed.
• Tell the employee what happens next.
• Keep your language clear, concise, and professional.

If you're waiting for the employee to respond, explain exactly what information you need and why.

Update the case status

Whenever appropriate, update the case status at the same time as sending your reply.

For example:

• Send a reply and mark the case In Progress when work begins.
• Send a reply and mark the case Waiting when you need information from the employee.
• Send a final reply and mark the case Resolved once the request has been addressed.

Bundling the status change with your message gives employees additional context about the progress of their request.

Attach supporting information

If helpful, include attachments with your public update.

For example, you might attach:

• A completed document
• A form
• Supporting evidence
• Instructions or reference material

Only share files that are appropriate for the employee to receive, and that comply with your organization's data handling policies.

Use AI responsibly

If your organization enables AI features, you can use Ask AI to help draft responses or summarize information before replying.

Always review AI-generated content before sending it to an employee. You're responsible for ensuring every response is accurate, appropriate, and reflects your organization's policies.

Best practices

• Keep employees informed, even when there's no final resolution yet.
• Explain what you're doing and what happens next.
• Use Waiting only when you're expecting information from the employee.
• Don't rely on internal notes to communicate important information.
• Review your reply before sending.

Related articles

• Translate conversations
• Delete or redact a public update

Reference

• Employee notifications