Agent guide

Your role, your status, notifications and shortcuts.

• Notifications
• Set your status
• What your role allows in the inbox

Find, answer and close customer and employee conversations.

• Answer live chats
• Insert a knowledge base article
• Use AI help in a conversation

Review AI phone calls and take calls the AI hands over to you.

• Review voice calls
• Take a call the AI hands over to you

Plan, follow and finish the work that comes out of conversations.

• Comment on and email from a task
• Manage your tasks

Look up and update the people and companies you help.

• Look up and update contacts
• Look up and update companies

Turn your documents into knowledge base articles.

• Turn a document into a knowledge base article