Operational inbox
Public vs internal support replies
Public and internal support replies need different spaces. Opkivo keeps customer replies separate from internal notes, tasks, decisions, and team activity inside one operational inbox.
Problem
Where shared support work breaks down.
- Teams need to discuss sensitive or unfinished context before replying.
- Customer-facing replies and private notes can blur in a busy inbox.
- Internal decisions disappear in chat and are hard to audit later.
Opkivo workflow
How the operational inbox keeps work moving.
- 01
Write customer-facing messages in Public.
- 02
Discuss private context in Internal.
- 03
Attach tasks when internal work is required.
- 04
Reuse the result as knowledge when the answer repeats.
Example scenario
A real support thread creates real work.
A customer asks about an outage. The team discusses server context internally, attaches a task to verify the fix, then sends a clear public reply once the facts are ready.
Features
Built for email-first service work.
Internal note area
Clear composer states
Thread-linked tasks
Searchable internal context
FAQ
Questions about public vs internal support replies
What is the difference between Public and Internal in Opkivo?
Public is for customer replies. Internal is for team notes, tasks, decisions, and system activity.
Can internal notes create tasks?
Yes. Internal work can lead to tasks that remain linked to the support thread.
Does Opkivo send internal notes to customers?
Internal notes are intended for team collaboration, separate from public customer replies.
Is public/internal separation useful outside support?
Yes. Any service team that handles customer work by email can benefit from separating customer communication from internal work.
Own the thread. Finish the work.
Separate the customer reply from the team decision.
Use Opkivo when support threads need safe internal work beside public email.