Messages, suggestion and composer

My export keeps failing. Can you look?

I can see the failure. Clearing the export cache usually fixes it.

Handed off to a teammate

Thanks, I'm taking over from here.

Customer is on the Team plan.

Suggested replyThanks for the details. Clearing the export cache usually fixes this, and I can do it for you now.

Thanks for the details. Clearing the export cache usually fixes this, and I can do it for you now. Reply here if you would rather I leave it.

Date marker. KbMessageDate: decorative, between days.
Messages. KbMessage by variant: customer and AI at the start, you at the end, system in the middle, internal note dashed.
Suggestion. KbSuggestion: one line above the composer, opens to the full text.
Composer. A named text area and the one gold action, Send reply.

When to use

Use it wherever a person talks with a customer: the Hive, a Desk request, a replay.
Keep internal notes visibly different, in words and in outline, and let the composer tab say Note while one is being written.
Offer one suggestion at a time. A new one is never pre-dismissed.
A new message arriving never steals focus from the composer.

Check billing first.

DoLabel notes in words as well as with the dashed outline.

Check billing first. (internal)

Don'tPut an internal remark in a reply bubble. The customer could be sent it.

Each message is an article named by its author; a system line is a polite status.
Times use the time element. The footer dot and the date marker are hidden from screen readers.
The suggestion toggle announces expanded or collapsed and controls its body.
The composer has a name that says who you are replying to, not just Reply.
Message entrance motion is a short fade and rise; reduced motion removes it.