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Conversations
Agent guide
Overview

Agent guide

The Agent guide provides comprehensive documentation for agents using Conversations to manage customer interactions across multiple channels. Whether you are responding to messages, handling calls, or tracking conversation history, this guide covers everything you need to work efficiently.

Get started

🚀 Get started

Set up your workspace, configure notifications, enable dark mode, and learn the basics of managing your agent status.

🏢 Workspace overview

Understand My Work and All Work panels, sorting and filtering options, views, and how to organize your conversations.

Core tasks

💬 Manage conversations

Create, assign, merge, and manage conversation attributes like priority, status, tags, and queue assignment.

📨 Communicate with customers

Send messages, share rich media, make calls, use templates, and switch between channels during conversations.

🔍 Search and filters

Find conversations using global search, advanced filters, keyboard shortcuts, and fuzzy search capabilities.

Productivity and context

⚡ Productivity tools

Use AI assistant, macros, templates, notes, Knowledge Base, and other tools to work faster and more efficiently.

👤 Customer context

View customer data, conversation history, link customer profiles, and access detailed customer information.

📖 Quick reference

Quick lookup for agent statuses, conversation statuses, keyboard shortcuts, file limits, and glossary.

Agent guide on mobile

The Conversations mobile app allows agents to manage customer interactions on the go using their iOS or Android devices. The mobile experience provides key features for staying connected with customers even when away from your desk.

The mobile app includes features such as:

  • Access and manage assigned conversations
  • Send and receive messages across multiple channels
  • View customer context and conversation history
  • Receive push notifications for new messages
  • Change agent status and availability
  • Use templates and quick replies
  • Handle internal notes and collaboration

📱 Agent guide on mobile

Learn how to use the Conversations mobile app to manage customer interactions from any location.

Visit the Conversations mobile app documentation to learn more about setting up and using the mobile app effectively.

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