In short
- J and K to move.Step down and up the conversation list without touching the mouse.
- Enter to open.Open the conversation you are on, with its transcript and handoff summary.
- E to resolve.Close the open conversation in one key press when it is done.
- Cmd K to go anywhere.Jump to a page, run an action or find a chat or contact from one box.
When you answer many conversations a day, every trip to the mouse adds up. OneType's inbox can be worked from the keyboard, and a command palette gets you anywhere in the dashboard in a few key presses.
Shortcuts in the inbox
- J moves to the next conversation in the list.
- K moves to the previous one.
- Enter opens the conversation you are on.
- E resolves the conversation that is open, when you are allowed to reply to it.
A small reminder under the conversation list shows these keys, so new teammates pick them up on their first day. In the reply box, Enter sends your message and Shift and Enter starts a new line.
The command palette
Press Cmd K on a Mac or Ctrl K on Windows, from any page, or click Search in the top bar. A single box opens. Type a few letters and it shows what matches.
- Go to: every page in the sidebar, in the same order.
- Actions for the page you are on, such as Take over and Resolve on a conversation.
- Search: agents, conversations and contacts that match what you typed.
The palette remembers the last 20 things you picked in each workspace, in this browser, so the places you visit most are always one step away. Items are matched by their name and by related words, so typing close or done still finds Resolve on a conversation. It only shows what your role allows, and OneType still checks every action on the server.
Safe by design
Single letter shortcuts never fire while you are typing. When your cursor is in the reply box, a search field or any other text field, J, K and E are simply letters in what you write. The E shortcut also stays off for conversations that are already closed, and for teammates whose role only lets them read.
A destructive action offered in the command palette only opens its normal confirmation dialog; the palette never runs it by itself. The palette opens the same dialog you would see with the mouse, so a quick key press never removes anything by accident.
Search in the palette waits until you have typed at least two letters and paused for a moment, so results do not jump around while you type.
Built for fast triage
Put it together and a round of triage looks like this: open the inbox on Needs attention, press J to walk the list, Enter to read, take over from the palette if a person is needed, and E to resolve when the visitor is helped. Your hands stay on the keyboard the whole time, from the first waiting visitor to an empty Needs attention view.