Agent Guide¶
This guide is for agents — the people who handle client conversations day to day. Everything an agent needs lives in the Inbox: reading messages, replying across email, SMS, and WhatsApp, organizing the queue, working with teammates, and staying on top of notifications.
If you set up the workspace, manage the team, run campaigns, or configure settings, see the Admin Guide instead.
What you do as an agent¶
- Read and reply to messages across all three channels from one screen.
- Work out of shared inboxes and your own conversations under My Inbox (All messages / Assigned to me).
- See everything in All messages, filter by channel, or jump to a saved custom view.
- Sort and organize conversations with status, priority, and tags.
- Reply faster with canned messages and attachments.
- Collaborate with internal comments and @mentions.
- Open and close conversations to manage your queue.
- Stay on top of notifications for assignments, mentions, and new messages.
- See full contact details alongside every conversation.
Pages in this guide¶
| Guide | What it covers |
|---|---|
| Mailboxes & Inboxes | My Inbox (All messages / Assigned to me), shared inboxes, custom views, sorting, and reading the list. |
| Reading & Replying | Opening conversations, the reply editor, canned messages, attachments, and delivery status. |
| Organizing Conversations | Status, priority, tags, awaiting-response, and search. |
| Team Collaboration | Assigning, internal comments, @mentions, and opening/closing threads. |
| Contacts | The contact panel, saving names, and contact details. |
| Notifications | How you're alerted to assignments, mentions, and new messages — and how to manage it. |
Key concepts at a glance¶
A conversation (or thread) is the running history of messages with one contact on one channel. An inbox is a shared queue of conversations; My Inbox (All messages / Assigned to me) gathers what's visible or assigned to you across inboxes. Status, priority, and tags are the three ways you label conversations so the right ones rise to the top. Assigning a conversation makes one person responsible for it; closing it signals the work is done and removes it from the active queue.
Start with Mailboxes & Inboxes to understand how messages are routed and grouped, then move on to Reading & Replying.
Auto-responders, campaigns, and settings
Automatic after-hours replies (auto-responders), outbound campaigns (Broadcast), and keyword automations (Keywords) are configured by admins and managers — see the Admin Guide.