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Documentation Index

Fetch the complete documentation index at: https://docs.sahut.id/llms.txt

Use this file to discover all available pages before exploring further.

Sahut is built for teams. Multiple agents can work from the same inbox, coordinate on conversations through internal notes, and organize into teams for better routing and reporting.

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Internal notes and mentions

Internal notes are messages inside a conversation that only your team can see — customers never see them. Use notes to share context, ask questions, or hand off a conversation. To leave an internal note:
  1. Open the conversation
  2. Click the Catatan Internal (Internal Note) tab in the reply area (it turns yellow)
  3. Type your note
  4. Use @name to mention a specific teammate — they’ll receive a notification
  5. Click Kirim (Send)
Mention teammates in notes when you need input before replying to the customer. They’ll get an email and in-app notification so they can chime in quickly.

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Teams

Teams are groups of agents that handle a specific channel, product area, or customer segment. Using teams makes it easy to assign conversations to the right group and run team-specific reports.

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Create a team

  1. Go to Settings → Teams
  2. Click Buat Tim (Create Team)
  3. Enter a team name (e.g., “Sales”, “Support”, “Billing”)
  4. Add agents to the team
  5. Click Simpan (Save)

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Assign a conversation to a team

  1. Open the conversation
  2. In the right sidebar, click the Tim (Team) field
  3. Select the team
All agents in that team will see the conversation in their inbox under Tim Saya (My Team).

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Conversation assignments

Well-managed assignments prevent conversations from sitting unattended. Here are the key patterns: Self-assignment: Click Tugaskan ke Saya (Assign to Me) to claim an unassigned conversation. Admin/Supervisor assignment: Supervisors and admins can assign any conversation to any agent from the sidebar. Automatic assignment: Set up automation rules to route new conversations to agents or teams based on channel, keywords, or time of day. See Automation.

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Agent availability

Agents can set their status to indicate availability:
StatusMeaning
OnlineAvailable to receive new conversation assignments
BusyCurrently at capacity; auto-assignment rules may skip this agent
OfflineNot available; conversations will not be auto-assigned
To change your status, click the colored dot next to your name in the bottom-left corner of the sidebar.

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Reports and team performance

Supervisors and admins can view team performance in Reports:
  • Overview — Real-time counts of open, pending, and resolved conversations
  • Team report — Conversations handled and response times per team
  • Agent report — Individual agent performance metrics
  • Label report — Conversation volume by label
Reports are available for custom date ranges. Export data as CSV for further analysis.