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Everything else in Vorel makes one person faster. This is the surface that lets a team split the queue, hand a thread over with context, and mark what is on fire.

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Assignment

Assign a conversation to a specific person from the conversation toolbar. Assigned conversations show their owner in the list, and the Mine and Unassigned filters are how most teams work a shared queue. Only people who can act on work are assignable. Read-only accounts are excluded, because assigning work to an account that cannot reply creates a ticket nobody can finish. Conversations can also be assigned automatically. See Routing.

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Internal notes

Notes are for your team. They appear inline in the transcript, positioned between the turns they comment on, marked clearly so they cannot be confused with a customer message.
Internal notes are never visible to the customer and are never read by the agent. They are stored separately from the transcript, which is what makes both of those guarantees structural rather than a matter of filtering carefully everywhere.
Because notes are separate from the transcript, they also outlive it. A coordination note has no CRM destination and survives the transcript retention window. Notes can be deleted by their author or an admin, which matters when someone pastes something into a note that should not have been recorded.

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Mentions

Type @ in a note to mention a colleague. They get a notification wherever they have chosen to receive them, including Telegram. Mentions resolve when you write the note, against your actual team roster, and are stored on the note. An ambiguous or misspelled handle resolves to nobody rather than to the wrong person, so a typo means no notification instead of paging the wrong colleague.

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Labels

Labels are free-form tags you apply to conversations, with autocomplete from what your workspace already uses. Filter the inbox by one or several. Labels are normalised on write: lowercased, hyphenated, deduplicated. Without this a workspace accumulates VIP, vip and Vip as three unrelated filters, each of which silently misses most of the matches. A label that matches nothing in your category taxonomy prompts you to make it one, since a label your team keeps applying by hand is usually a category waiting to happen.

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Priority

Four levels: urgent, high, normal, low. Normal is the default and does not show a chip, so the inbox only draws attention to what is actually unusual. Priority can also be set automatically by a trigger rule, which is how “anything from an enterprise account is urgent” works without a human tagging it.

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Snooze

Snooze a conversation until a time you choose. It leaves the active queue and comes back when the timer expires, or immediately if the customer replies.

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Roles

See Access control.

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Working without the dashboard

Escalations, replies and internal notes all work from Telegram and WhatsApp. A reply prefixed with note: becomes an internal note rather than a customer message, and that default is deliberately the safe way round.