How to work in Mimir - Quick Guide

The one thing to understand: Mimir answers customers, and you supervise it. Chat is handled automatically in real time, you review it afterwards or take over live. Email comes to you as a draft that Mimir has prepared, or as a question when there is not enough info: you read it, edit or answer the question if needed, and send. The moment you reply in a thread yourself, Mimir stops sending anything in that conversation without your approval.

1. The first five minutes

Open Agent Central and see the status of how many tickets have a Draft ready, and how many Needs input
Work through the Draft column: replies Mimir has written that are waiting for a person to approve.
Work through the Need Input column: tickets where Mimir does not have enough information to draft a reply directly.
Check Mine and Unassigned for anything new. You don't need to claim conversations first, sending a reply assigns it to you automatically.

Speed setting: Turn on Email Auto Advance under Settings → Account. It jumps you to the next email as soon as you reply — the single biggest speed win for queue work, and off by default.

2. Views, statuses and priority

The sidebar lists Views: saved filters over all conversations. You can make and share your own.

View	What's in it
Mine	Open and new conversations assigned to you
Unassigned	Email nobody has picked up — empties itself as people reply
Open	All open and new email
Agent Central	Email as a board, grouped by what Mimir is doing: waiting, working, draft, needs input, error
Live Chat / Chat	Active live chats (if live chat is enabled), and all chat conversations
Sent · All · Spam · Deleted	Hidden behind More. A "missing" email is often sitting in Spam, and search crosses all views, browsing doesn't

Status	Means	Set with
New	Arrived, not yet worked	Set as New
Open	Being worked	Reopen
On Hold	Waiting on something, snooze sets this	Put on Hold, or Snooze B
Resolved	Answered; leaves Open and Mine, may trigger a CSAT survey is that is turned on	Resolve E
Closed	Finished, no answer needed	Close

Priority (Normal / High / Urgent) is set in the sidebar. The default sort is Priority first, so raising it genuinely moves the conversation up everyone's list.
Snooze (B) anything you can't act on yet — waiting on a supplier, a delivery, the customer. Type when you want it back in plain language ("tomorrow 8am", "next Monday"). It returns on its own; an open conversation you can't act on just clutters the view.
Bulk actions: hover a row for its checkbox, then Assign, Tag, mark as spam, or Resolve a whole selection at once.

3. Four ways to write, and who sees each

To Customer (R): The customer sees it

The reply composer. Pick the sender address, attach files, and send with Cmd/Ctrl+Enter. The Send as <Status> split button sends and sets the status in one click — send as Resolved when you're done. Sending assigns the conversation to you.

To Mimir (T): Only Mimir sees it

Instruct the AI agent inside the conversation, "check the order status and redraft", "make it shorter". Mimir acts and produces a new draft. When Mimir needs input, it asks you a question with clickable options: press 1–9 to answer.

Comment (C): Only your team sees it

An internal note that sits inline in the thread. Searchable later, and included in PDF exports, write accordingly. Prefer a comment over forwarding when the colleague you need is already in Mimir.

Macros (M): Saved replies

Your canned responses, personal or shared. Type / inside the editor to insert one inline. Variables like the customer's first name fill in automatically.

Good to know

Translation is built in - turn it on in Settings. Incoming messages are auto-translated; toggle Show original / Show translated per message. Write your reply in your own language and send it translated.
Facebook and Instagram comments get a Public reply / Direct message tab pair — choose whether to answer in public or move to DM. Meta replies are capped at 1000 characters.
Avatars at the top show who else is viewing the conversation right now — check before you both answer the same customer.

4. The sidebar is your context

Open the right-hand panel before answering. It will give you good context.

Customer: name, region, total spend, other contact details, and Open full profile. If the same person shows up under two addresses, profiles can be merged.
Orders: recent orders with status and details. No order source connected means the integration isn't set up for this region; No orders found means it is, and this customer has none. They are very different answers.
Conversations: the customer's other threads. This is how you notice you're the third person answering the same question, or that they were already refunded last week.

5. Diagnose before you escalate

Symptom	First check
Red row in the list	An outgoing message failed. On a ticket that came from chat, it's almost always a mistyped customer email address, check the sidebar, and the chat transcript, for the right one.
Mimir's answer looks wrong	Expand "Mimir worked for X seconds" in the thread. It shows every note, article, page, product and skill Mimir used. Usually a source says something unexpected. Report the source if it is wrong
Mimir can't find an order	Same expander: see what it searched with. Customers often give an email that isn't the one on the order, and brand-new orders may not have synced yet.
"Customer says they wrote in"	Search (/) rather than browse — search crosses views, including Spam and Deleted. A bare number searches as a conversation ID.
What happened to this conversation?	Show the timeline (H): status changes, rules that tagged it, approvals and their decisions, failed messages, skill runs — the full audit trail, hidden by default.
Reporting a problem	Click the # at the top of the conversation to copy its number, and include it. Shift+I reports an issue directly from the conversation.