Agent Portal Guide
How agents pick up conversations, respond, and collaborate in the Chats inbox.
Overview
When a bot hands a conversation off, it goes to a human agent in the Chats inbox. Chats is the agent workspace: a unified inbox of live conversations across every channel, with full context from the bot. Agents open it from Chats in the left navigation.
The Chats workspace
Chats shows the conversation list, the active conversation with its full history (including the bot portion), and a context panel with customer details and the variables the bot captured.
Claiming & transferring conversations
- Pick up a conversation to claim it.
- Reply to the customer; your reply is delivered on the channel they wrote from.
- Transfer to another agent or team when needed, adding a note for context.
Canned responses
Use canned responses for common answers to reply faster and stay consistent. An Agent Admin creates and manages them under Settings → Canned Responses; you insert one while replying.
Availability & status
Set your status to control whether new conversations route to you. Routing respects agent availability and your team’s business hours (Settings → Business Hours).
Tickets
For issues that need tracking beyond a single chat, work them in the Tickets section. Tickets keep a record of the request and its resolution, and can be created from a conversation.
Wrap-up & tagging
When a conversation resolves, wrap it up with tags and notes. This feeds reporting and helps improve the bot over time.