Working with Instant Messaging Conversations

Messaging conversations should be handled with the same service discipline used for other customer channels.

Open the conversation

Review the customer identity, recent messages, and any related Helpdesk context before replying.

Respond clearly

Keep replies concise and suitable for conversational messaging.

Use multiple short paragraphs when that makes the response easier to read.

Record context

When the conversation relates to an existing ticket or customer record, use the supported relationship so agents can understand the broader service history.

Handoffs

If another team or agent needs to continue the conversation, preserve enough context for a clean handoff.

Sensitive information

Do not request or send unnecessary sensitive information through messaging channels.

Good practices

Avoid fragmented replies from multiple agents at the same time. Maintain clear ownership and use approved canned content where it improves consistency.