App Academy · Organise
Team communication: chat, call, hand over
Customer conversations and team conversations live in the same app — cleanly separated. Customers never see what you discuss internally.
Internal: chats and calls
- Chats are person to person and the same in every inbox.
- Share a ticket: "Share with team" in the ticket. Sharing grants no access — without inbox access a colleague only sees the card.
- Team calls run app to app. They cost 3 credits per started minute; missed calls cost nothing. If your colleague doesn't answer, their own ring group rings next — there too only in the meiti app. If they decline, the call ends.
- Alarms come from alert skills and approvals. "Done" closes the alarm for everyone.
"Internal" is in the meiti app, not yet in the web version.
Assign or hand over?
| Assign | Hand over | |
|---|---|---|
| Target | A person in the same inbox | Another inbox in the same organisation |
| Ticket | Stays where it is | Moves — with history, notes and files |
| Customer notices | Nothing | Nothing |
| Where | Ticket → "Assigned" → "Who takes over?" | Same sheet → "Hand over · Another inbox" |
When handing over, choosing a person is optional — without one, the whole target team takes over. If you have no access to the target, you won't see the ticket afterwards.
People and AI in one conversation
- Internal note (ticket → "Note"): neither the customer nor the AI sees it.
- You reply yourself: the AI stops replying fully in this conversation — at most it confirms receipt, and for 30 minutes after each of your messages not at all.
- Back to meiti: "Return fully to meiti" or "Mute for 30 minutes".
- Takeover request: when meiti needs a person you get a takeover request and tap to take over the chat.
When customer calls ring for you
Under "Customer calls to you" you decide whether customer calls put through to you ring: always, only during your working hours, call a substitute, or away. Colleagues and alarms always reach you.