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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