Workbench Overview

The Workbench is your daily starting point for customer success work. Statisfy reviews the accounts you own, identifies what needs your attention, and prepares ready-to-act items — drafted emails, Slack and Microsoft Teams replies, meeting prep, and follow-up tasks — in a single, curated queue. You stay in control: nothing is sent until you review it and click send. Think of it as a focused to-do list where the work comes pre-drafted. Instead of deciding what to do and then doing it, you scan a short list, make small edits, and act.

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What the Workbench does for you

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Accessing the Workbench

Click Workbench in the sidebar, under Dashboard. The count on Open shows how many items are waiting for you.

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Workbench sections

The Workbench opens on three sections: The Meetings section also requires an AI CSP or Notetaker licence. If you don’t have either licence, you see only Queue and Conversations, and My Meetings stays in the sidebar. Microsoft Teams threads appear on the Conversations board alongside email and Slack. When you send a drafted reply to a Teams thread from the board, Statisfy posts it in that thread.

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How it works

The Workbench focuses on your book of business — the accounts you own.

1. Statisfy reviews your accounts throughout the day, looking for situations that typically need a customer success touch.
2. It prepares an action for each one — for example, a drafted reply to an unanswered email, a prep brief for tomorrow’s meeting, or a follow-up task after a call.
3. You review the queue, open an item, edit the draft if needed, and act on it.
4. The item moves to Closed once you send it or dismiss it, so Open always reflects what’s still open.

You can also ask Stella to prepare something new — drafts you request in chat can land in your Workbench queue alongside the items Statisfy surfaces on its own.

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What the Workbench watches for

The Workbench looks across your accounts for the kinds of moments where a timely action makes a difference: When a single account shows several related signals at once — say, a health drop and a usage drop — the Workbench can combine them into one action with shared reasoning, rather than several separate items.

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Action types

Each item is one of a few types, and each opens the right tools for the job:

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When the Workbench escalates to a human

Some customer asks aren’t for the Workbench to answer. When a conversation raises a pricing, discount, contract, or legal question, cancellation intent, a competitor evaluation or renewal doubt, or account data that contradicts itself, the Workbench escalates the decision to a human instead of drafting a reply that argues the point. The escalation appears in your queue as a card with the reason (what needs deciding and why, often quoting the customer), an urgency (urgent — revenue or the relationship is at risk now, normal — needs a decision this week, or low — FYI), and, when it has one, a recommended action. Any related draft only acknowledges the customer briefly; the escalated question is left for you to decide.

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Working through your queue

The queue has two views, switched with the Open and Closed buttons at the top:

• Open — items still waiting for your action, including a reply you started yourself in a conversation (marked Written in the thread) and a reply a Digital Worker is holding on one of your conversations.
• Closed — items you’ve already sent or dismissed.

Filtering the queue. Click Filters to set conditions on the item (Type, State, Source, Drafted by, Title, Created, Completed) or on its Account, and combine them. Use the sort next to it to switch between Newest first and Oldest first. Reading a card. Each item shows an Account · Channel line, a title, a short subtitle (for example, a meeting time and attendees), an icon for its type, how long ago it was prepared, and the avatar of who drafted it. Each conversation appears once, showing its latest draft; follow-ups from the same meeting are grouped together. When you’re caught up. An empty Open list shows “You’re all caught up!” — there are no pending actions, and you can ask Stella to prepare something new.

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Reviewing and sending an action

Click any item to open it on the right. You can edit before you act — changes save as you type, so there’s no separate save step. A drafted reply to an email, Slack, or Teams thread opens inside its conversation: the messages above, your reply in the composer below, and Details, Stella, and History tabs beside them. Any other item (a meeting recap, a task, an escalation) opens as a draft with Details and Stella docked beside it.

Email

Review the recipients (To, CC, and BCC), the subject, and the body. Adjust recipients or wording as needed — start typing a name to search for a recipient. When the draft comes from an email template, any CC and BCC recipients defined on that template are carried over automatically.A note marked “For your eyes only — not included in sent email” may appear above the draft. This is context for you and is never sent to the customer.When the draft is ready, click Send. The button names the mailbox the email goes out from: Send via Gmail or Send via Outlook. After it sends, the item shows “Sent via Gmail” or “Sent via Outlook” and moves to Closed.Which mailbox sends. Statisfy sends drafts from your own connected mailbox:

• If you’ve connected only Gmail or only Outlook, Statisfy sends from that mailbox.
• If you’ve connected both, Statisfy sends from the one whose address matches the email you log in to Statisfy with. If neither address matches, Statisfy sends from Gmail.

Connecting a mailbox from the draft. If you have no mailbox connected that can send, the button reads Connect a mailbox to send. Click it to open a popover with a Gmail tab and an Outlook tab. Pick a tab, review the permissions, and click Connect Gmail or Connect Outlook. Send email on your behalf is always selected and marked Required to send. Once the sign-in finishes, the button changes to Send via Gmail or Send via Outlook.If a mailbox is already connected but without permission to send, its tab shows Connected as your address, without permission to send. Click Allow sending from Gmail or Allow sending from Outlook to add the send permission to that connection.Sending from a shared Outlook mailbox. When the draft shows a From picker, it also lists the shared Outlook mailboxes you can send as, after your own addresses. Pick one to send the reply from the shared address. A shared mailbox only appears if the Send mail as shared mailboxes you have access to permission is granted on the Microsoft 365 connection and your Exchange admin has given you Send As rights. See Replying from a shared mailbox.

If the sign-in for the mailbox Statisfy picked has expired, the send fails with an error such as “Your Outlook sign-in has expired. Reconnect Outlook to send emails.” Statisfy doesn’t fall back to your other mailbox. Reconnect that mailbox, then send again. See Email & Calendar Integration for Gmail and Microsoft 365 Integration for Outlook.

Slack

The draft shows which channel it will post to (“Will post to #channel”). Edit the Message, then click Send to Slack. The reply posts to the conversation that triggered the action, and the item shows “Posted to Slack” once sent.Slack formatting is posted as Slack-style text (mrkdwn), so keep it plain — no HTML or email formatting.

Microsoft Teams

The Workbench drafts a reply when a customer’s latest message in a Teams channel is still waiting on you. It watches channels that are mapped to one of your accounts in a team with guest members. See Microsoft Teams Integration to map channels.The draft shows which channel it will post to (“Will post to” followed by the channel). Edit the message, then click Approve & send. Statisfy posts the reply in the thread of the customer’s latest message, and the item shows “Posted to Teams” once sent.The Statisfy bot posts the reply, and the post starts with your name in bold so the customer knows who wrote it. Don’t add your name or a signature to the draft. Write in plain text or standard Markdown (**bold**, _italic_, and [title](url) links). Don’t use HTML or Slack mrkdwn.

Meeting prep

The brief for an upcoming meeting isn’t a Queue item. Open the meeting in the Meetings section and read it there — see Meetings.

Task

A task item shows the suggested follow-up details for you to review. Adjust the fields if needed, then click Create task to add it to Statisfy. Resolve any flagged errors before creating.

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Email signatures

Save your email signatures once and add them to Workbench email drafts without retyping them. Create and manage signatures. In an email draft, click Insert signature in the editor toolbar to open the Email signatures dialog.

1. Click New signature.
2. Give it a name in the Signature name field. If you leave it blank, Statisfy names it Signature 1, Signature 2, and so on.
3. Write the signature in the editor. Signatures are rich text, so you can format your name, title, and phone number and add images such as a logo with Insert image.
4. Turn on Add to new email drafts to make it your default signature. Only one signature can be the default, and it’s marked Default in your list.
5. Click Insert into email to add it to the current draft, or Done to close the dialog.

You can save several signatures and switch between them. Select a saved signature in the list to edit it, or click Delete to remove it. How the default signature is added. When you open a new email draft, Statisfy adds your default signature to the bottom of the body:

• Statisfy adds it once per draft. If you delete it, Statisfy doesn’t add it back.
• Statisfy skips it when the draft already contains one of your saved signatures.
• Statisfy adds it only to drafts sent from your own mailbox. Drafts sent from a digital worker’s mailbox or a shared mailbox aren’t signed as you.

Switching signatures. Picking a different signature from the Email signatures dialog replaces the signature already in the draft. You don’t end up with two. How the AI writes the closing. When you have a default signature, the Workbench writes the email body so it ends with a closing line that doesn’t repeat anything in your signature. If your signature already starts with a sign-off such as “Best, Jane,” the draft leaves the closing line out. If you have no default signature, the draft signs off with your first name.

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See the context behind an action

Every action is backed by the conversation or event that prompted it — the email thread, the Slack conversation, or the meeting. The Details tab beside the action shows that source material without leaving the action:

• A pinned customer header — name, health, and a link to the full account.
• A Recent Activity timeline for the account.
• The source for that action type:
  • Email — the Original Thread with its message count. Click Read full to read the entire thread.
  • Slack — the #channel conversation. Click Read full to read the whole thread.
  • Teams — the Teams channel conversation that the reply goes into.
  • Meeting — the Meeting details and Attendees, plus Key Takeaways and Outcomes for past meetings. Click View full for the complete summary.

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Follow up on a completed thread

Once you’ve sent an email reply or posted a Slack message from the Workbench, the thread in the Details tab picks up a terminal-status banner — for example, Sent via Gmail, Sent via Outlook, Posted to Slack, or Posted to Teams. That banner now includes shortcuts so you can keep working from the same conversation instead of jumping back to Stella:

• Open draft — if a draft is still open for this thread (yours or one Stella just prepared), jump straight to it in the Workbench.
• Draft follow-up — start a new follow-up email, Slack reply, or Teams reply owned by you, using the current thread as context. The new draft lands in Open.

Use this when the customer’s next message hasn’t arrived yet but you already know what you want to send next — for example, a quick nudge a few days after an initial outreach, or a follow-up with the material you promised on the call.

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Refine a draft with Stella

Each action has its own Stella chat that already knows which item you’re working on — use it to refine the draft, ask for more detail, or pull in extra context, all in plain English.

1. Open the Stella tab beside the action. The chat opens with the heading “Asking about [action title]”.
2. Tell Stella what you want — for example, “make this more concise,” “mention the renewal date,” or “pull in the latest support tickets.” Stella can rephrase, edit, or regenerate the draft and pull more context for the artifact.
3. When Stella proposes a change, review it before it’s applied. Once you accept, you’ll see “Stella revision applied.” Finish reviewing a proposed change before continuing the chat.

You can also ask Stella in chat to message a customer on Teams, for example “ping Acme on Teams about the onboarding call.” Stella drafts a new post in the customer’s external Teams channel and finds the channel for you. Review the draft in chat, then click Add to Workbench to send it to your queue.

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Version history

As you and Stella make changes, the Workbench keeps a version history for your current session, so you can step back to an earlier draft.

• Open it from the version pill (for example, v3) on the action to see the Version history.
• Each entry is labeled by where it came from — Original, You edited, Stella applied, or Restored — along with when it was created.
• Click Restore this version to load an earlier draft back into the editor. It then auto-saves as your current draft.

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Dismissing an action

If an item isn’t relevant, click Dismiss, then confirm. Dismissed items leave Open and are kept in Closed so you have a record. Changed your mind? For a few seconds after you dismiss or send an action, a small card appears in the corner of the Workbench with the item you just cleared and a Reopen button. Click Reopen to bring it back to Open as if you hadn’t acted on it. The card runs a short countdown before it dissolves — hover over it to pause the countdown while you decide. You can also click Restore in the action bar on the canvas to bring back the most recently dismissed or executed item without waiting for the corner card. Once the countdown finishes and the corner card is gone, the item stays in Closed and can no longer be restored from the Workbench — you’d need to recreate it from Stella.

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Meetings

The Meetings section lists your meetings together with the drafts the Workbench prepared for each one, such as follow-up emails, agendas, and tasks. It uses the same meetings, columns, and filters as the My Meetings list, plus an Actions column after the title. The Actions column tells you what’s waiting on each meeting: Hover over a label to see the details, for example Follow-up email to review · Tasks to approve. Filtering the list.

• Switch between Upcoming and History meetings.
• Click a meeting type chip to show only meetings of that type. The section opens on Customer, meetings with an account, whoever owns it; My Book narrows to your own accounts. Click a chip again to show all meetings.
• Pick a date range to narrow the window.

Reviewing a meeting’s drafts. Click a meeting that has drafts to open its review sheet:

• The sheet leads with the drafts. A strip across the top lists every draft for the meeting. Follow-ups waiting on you come first, then expired ones, then the rest. The sheet opens on the first follow-up waiting on you.
• Each draft opens in the same editor as the Queue, so you edit, send, or dismiss it the same way. A draft you act on here shows the same status in the Queue.
• The side panel has two tabs. Details shows the context panel for the draft you’re viewing. Stella opens the Stella chat for that draft.
• Once the meeting is recorded, use the Review · N and Meeting switch in the header to move between the drafts and the meeting itself. N is the number of follow-ups waiting on you. The agenda isn’t counted.

Reading the agenda. The agenda is for reading, not reviewing. You can read it and add notes in the sheet, but it has no Dismiss or Mark Reviewed button. Statisfy closes the agenda 30 minutes after the meeting ends. After that, it’s read-only and labeled As drafted. While Stella is proposing a revision, the sheet stays in place. Apply or cancel the revision before you switch drafts or close the sheet. Click a past meeting without drafts to open its activity details instead.

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Reviewing what’s Closed

Switch to Closed to see everything you’ve already handled. Pick a date range — Last 7 Days, Last 30 Days, or a Custom Range — and use Filters to narrow by Type or State (Executed or Dismissed). Completed items carry a status that reflects what happened — Sent (email), Posted (Slack or Teams), Approved (tasks), Dismissed, or Auto-cleared. Beside an open conversation, the History tab lists every reply drafted on that thread — the current draft and the replies that were sent or dismissed. Select one to open it read-only, and click Copy text to reuse its wording.

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Requirements

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Tips for getting the most from the Workbench

• Check the Workbench at the start of your day, the way you’d check your inbox.
• Check the Details tab before sending, so your reply matches what was actually said.
• Use the action’s Stella chat to refine a draft instead of rewriting it from scratch.
• Dismiss what isn’t useful instead of ignoring it, so your queue stays a true to-do list.
• Use Filters to batch similar work (clear all emails, then all tasks).

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