One place to answer your customers. Your team drafts replies to customer mail and messages; they wait here for your OK, one at a time. Nothing goes out without it.
Customers → Setup walks you through it:
Today shows the replies waiting for you, oldest first. Each card shows What the customer wrote and the drafted answer: Approve & send, Edit it first, or Discard draft. Customer history looks the customer up in your shop, accounting, helpdesk and CRM when you open it.
Messages an employee wants to send outside a reply are held here too, with the usual approval buttons. Not now sets a card aside for this visit — nothing is sent or changed. When everything is answered, Today says All caught up.
Done shows the last 14 days: cases still waiting on you, replies that went out (and whether you edited them), held messages decided, and drafts not sent.
Answers lists the questions your team could not answer, the Customer Support folders the team searches (only notes shared with the team are searched) and your knowledge base. Fill the gaps there and fewer questions come back to you.
Every member can open Customers and approve an ordinary reply; anything owner-only stays owner-only. Opening the page reads nothing from your connected tools — they are read only when you open a message or a customer's history. Waiting replies also show in Today across your areas on My work and in the Monday brief.