The Digital Workers Pool

The Digital Workers pool (the Digital Workers tab in the top navigation) is where every conversation your workers are handling shows up — across portal, in-app, email, and Slack. Open it to read threads, review and send drafts a worker held for approval, and approve or reject actions a worker proposed. You can view the pool two ways, switched with the Board and List buttons in the header:

• Board — a column per status; drag a conversation between columns to change its status.
• List — a status-tabbed list with an inline detail pane on the right.

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Scoping which workers you see

Use the worker scope selector in the header:

• All workers — conversations from every worker in the workspace.
• My workers — only the workers you belong to (you’re in the worker’s reviewer pool, or you own an account it handles).

Admins and builders default to All workers; everyone else defaults to My workers. When the scope is My workers, a Refresh My workers button appears next to the selector. Click it after CSM-pool or account-owner changes to recompute which workers are “yours” and reload the threads.

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Filtering by assignee

The assignee chips narrow the list by who owns each conversation (pick one; click it again to clear): You can further narrow the list with the standard filter bar (by account, channel, and more).

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Conversation statuses

Each conversation has a status — for example In Progress, Needs Response (a reply is waiting on a human), On Hold, or Closed. In Board view each status is a column; in List view it’s a tab.

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Opening a conversation

Click a conversation to open its detail. The Details tab shows:

• Status — change it here (or, in Board view, by dragging the card).
• Assignee — assign the conversation to a person from the worker’s reviewer pool. Leaving it unassigned means the worker manages it.
• Digital owner — the worker responsible (read-only).
• AI details — for a held draft, what the worker did to produce it.

Below that, collapsible panels show the customer context (with an Open account link) and recent activity.

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Reviewing and sending a held reply

When a worker’s autonomy holds a reply (HIL, or the worker deferred), the conversation lands in the response-needed status (often Needs Response) with the drafted reply ready to review. Edit it if needed and send. For Slack, a Send as selector lets you post as yourself or as the worker before sending. (Edits autosave — you’ll see Saving… / Saved as you type.)

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Approving proposed tool calls

If a worker proposes an action that needs approval (for example, creating Jira tickets), it appears as a tool-approval card in the conversation: “Review the pending tool call(s). Approve runs them; Dismiss rejects them.” When several calls are bundled, you can approve or dismiss them individually or all at once. Nothing runs until you approve.

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When a worker escalates to a human

Some questions a worker must not answer on its own. Instead of only marking the task blocked, the worker escalates the decision to a human. A worker escalates when a customer:

• Asks about pricing, discounts, contract terms, or legal matters
• Signals cancellation intent, mentions evaluating a competitor, or expresses doubt about renewing
• Presents account data that contradicts itself

The escalation arrives as an escalation card in the queue of the same person who reviews the worker’s held drafts. The card carries:

• Reason — what the human needs to decide and why, often quoting the customer.
• Urgency — urgent (revenue or the relationship is at risk now), normal (needs a decision this week), or low (FYI).
• Recommended action — optionally, what the worker would do if the call were its own.

While the escalation is open, the worker continues with the parts of its task that don’t depend on the decision. It sends the customer a brief acknowledgement rather than arguing the escalated point, and it won’t open a duplicate escalation for the same account.

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