articles
How to enable multi-factor authentication
Multi-factor authentication adds an extra security layer to login. You will need the Google Authenticator or Authy app on your phone.
How to add contacts
Add new contacts from the contact list in the attendances tab.
How to change your username
Update your display name directly in the profile settings.
How to check history
The history section shows all completed conversations. Use filters to find chats by different criteria.
How to edit a contact
Update a saved contact's details from the contact list.
How to send media
Send images and documents directly from an open chat on the platform.
How to close a conversation
Close an open conversation using the button in the top right corner.
How contact loyalty works
Loyalty links a contact directly to an agent. When a loyal customer sends a message, they are routed straight to the assigned agent without going through.
Start a chat without saving the contact
Open the queue icon, pick channel, desk, country code and number, then send the first message.
How to take a conversation
Pick up conversations from the queue waiting in the corresponding desk section.
How to reset your password
Change your password in the profile settings. If you have forgotten your password, contact your administrator.
How to whisper (internal messages)
Whisper lets you send internal messages visible only to agents. Customers cannot see these messages. All whispers are stored in history.
How to transfer conversations
Transfer an open conversation to another user, desk, or chatbot menu.
How to use quick replies
Quick replies are shortcuts for frequently used messages. Access them with a slash (/) during a conversation.
How to use tags
Tags organize conversations and segment contacts. Available tags are created by the administrator.
How to check after-hours requests
After-hours conversations occur when a customer requests human assistance and no agents are online. The chatbot informs the customer of the service hours.
How to enable notifications
If platform notifications are not coming through, reset the site permissions in your browser.
How to link a time rule to a desk
Link an existing time rule to a specific desk within a company.
How to use filters
Filters let you find conversations on the platform by different criteria, individually or in combination.