Guides for Human Agents
Master the tools and features available to human agents for handling customer conversations, managing workload, and collaborating with your team.
Getting Started
Section titled “Getting Started” Chat with Visitors Learn the basics of handling customer conversations
Availability Status Manage your online/offline status and routing
Update Your Profile Customize your agent profile and settings
Managing Conversations
Section titled “Managing Conversations” Browsing Conversations Navigate and organize active conversations
Browsing Past Chats Access conversation history and archives
Chat Right Sidebar Use the sidebar for visitor information and tools
Team Collaboration
Section titled “Team Collaboration” Assign & Add Teammates Transfer conversations and collaborate with colleagues
Internal Notes Leave private notes for your team
Tag Chats & Requests Organize conversations with tags and labels
Notifications & Messages
Section titled “Notifications & Messages” How Notifications Work Configure desktop and mobile notifications
Offline Messages Handle messages received when you're offline