Triage, macros, and escalation paths that protect CSAT and speed.
What to do
Give conversations a clear owner and response history. Automation can acknowledge or route a question, but customers need to know what information is required and when a person will take over.
Practical example
A sizing inquiry receives the size chart and a clarifying question; a billing issue follows the appropriate private support process.
Check your result
Review unanswered conversations and ensure automated replies do not imply an unresolved issue is fixed.