Help centerAgent
Attendant first steps: presence and where you work
The Agent handles everyone; you step in when a conversation needs a person. Set your presence and know your screens.
The Concierge Agent answers everyone automatically — from your approved knowledge — qualifies interest, and captures contacts. You only step in when a conversation needs a person.
Where you work
- Sessions — the live queue of conversations; where you take over and hand back.
- Pipeline — the board (kanban) where you follow and move leads.
- Test chat — to rehearse before going live.
- Top bar — your presence (online / away) and the workspace switcher.
Go available (presence)
At the top of the screen, next to the workspace name, click the presence indicator to open Team availability and set yourself Online (you receive conversations) or Away. The red number shows how many conversations are waiting for a person.