The agent desk

In the agent desk (desk for short) your team answers the conversations. You reach it via Desk at the top of the account or directly at /app. A link to a single conversation has the form /app/conversations/… and opens the desk with that conversation.

Who may do what

• Owner, Admin, Member – read, reply, assign, close.
• Viewer – read only. A viewer cannot reply, take over, close or block.

If a member is restricted to certain projects, they only see those projects' conversations in the desk. A workspace can also take individual rights away from members and viewers. More on this in Team, account and security.

The layout

The desk has three columns:

• left: Conversations – the list with search and filters,
• centre: the history with the reply field,
• right: Visitor & context – who the visitor is and what they did before.

On narrower screens the right-hand column becomes a panel behind the Context button. On a phone you see either the list or the conversation; Back to the list takes you back, and search and filters sit behind the magnifying glass.

At the top are the project switcher (with the number of open conversations per project), the bell for notifications, ? for the keyboard shortcuts, Push, the “{n} more online” display with your colleagues' names, and the connection state (“connected”, “connecting …”, “not connected”).

If the setup is not finished yet, a strip above the desk shows what is missing next.

Views

Under View you choose how many conversations you have in front of you at once:

• Classic – list, history and context.
• Duo – two conversations side by side.
• Four chats – four conversations at the same time.
• Focus – one large history, with the open conversations as tabs.
• Queue – a table with search, the filters “All”, “Needs a reply” and “Mine”, and sorting by longest wait or latest activity.

In Duo and Four chats you fill free slots with Choose a conversation …. You can only reply in the active slot; Reply here makes a slot active. Remove from view takes a conversation out of the view without closing it, Next waiting chat fetches the next one.

The browser remembers your view. Replies you have started are kept when you switch between conversations and views, but not when you reload the page.

The conversation list

The list is divided into five sections:

• Active now – the visitor is connected or has written in the last 10 minutes.
• Recently here · unanswered – was here within the last 24 hours, still without a reply.
• Unanswered for longer – waiting for more than 24 hours.
• Snoozed – conversations put aside (collapsed by default).
• Old · answered – answered or closed, nobody is here any more (collapsed by default).

A click on a section's header folds it open or shut; the desk remembers this. At the top it says how many conversations are waiting.

A row shows what you need to decide:

• waiting … – for how long,
• AI – the assistant is answering right now,
• Site search – the conversation began in your website's search (Smart Answer),
• with {name} or with you – who is responsible,
• {name} is writing or {name} is watching – what colleagues are doing right now,
• a counter for unread messages,
• a coloured dot for the mood (“seems angry”, “seems unhappy”, “seems happy”) when the automation detects it,
• auto, when a rule assigned the conversation,
• a marker when a service target is at risk (“Waiting … for a reply — target: … min”).

If no conversation is selected, the centre shows how many are waiting and how long the oldest has been waiting, with the Open the longest waiting button.

Searching

The Search … field searches names and the latest message. From three characters on it also searches the whole history of all conversations and shows the best match per conversation with an excerpt. It searches for whole words. Escape clears the field. Anyone who may read conversations may search them.

Working on a conversation

Below the title is the state: Assistant, in the queue, open or closed, and whether the visitor is connected right now.

The buttons in the header:

• Take over / Release – makes you responsible or releases the conversation again. As soon as you take over, the AI assistant falls silent.
• Return to AI – only for your own open conversations. The assistant answers again and knows what your team has written; the visitor gets a short notice.
• Close / Reopen.
• Snooze – puts the conversation aside: “In 1 hour”, “In 3 hours”, “Tomorrow morning (9:00)”, “In 3 days” or a date of your own, at most 30 days ahead. Until then it does not count as unanswered, and then it comes back by itself. “Tomorrow morning” means 9 o'clock in your computer's time zone.

An ordinary reply automatically makes you responsible.

When two people want to reply at once

If a colleague is working on a conversation, you see it before you type: “{name} is watching”, “{name} is writing” or “{name} is handling this conversation.” If you send anyway, the desk holds the message back first and warns you. The button then reads Send anyway; a second click sends and takes over the conversation. If the person responsible is not connected right now, there is no lock (“{name} assigned (offline)”).

There is no away status to set: anyone connected to the desk counts as online.

Tags

In the + tag field below the title you add tags, with Enter or from the suggestions. A click on a tag removes it. Lowercase letters (including umlauts and Polish letters), digits and hyphens are allowed, 1 to 24 characters, at most 10 per conversation.

The most frequent tags appear as filters in the list header; a second click clears the filter. Tags can also be added by the automation (see below). If you remove an automatic tag, it does not come back in this conversation.

Internal notes

You write a note for your team with /note text. The visitor never sees it, and it changes nothing about who is responsible. In the history it carries the Internal note label.

Replying

You type into the reply field as usual: Enter sends, Shift+Enter starts a new line. A reply may be at most 4000 characters long; if it is longer, the text stays in the field. Below your messages it says whether they were sent, delivered or read.

The visitor's attachments appear in the history, images with a preview and an image view you can browse through. You cannot currently attach files yourself from the desk.

Canned responses

Replies you use again and again you create as canned responses: on the project page, Texts & forms tab, canned responses section (owners and admins). Each response has a Shortcut (for example shipping), a Title, a Text (up to 2000 characters) and optionally a Language. By default a response applies in all projects of the workspace; with Only for this project you restrict it. If you create a response with an existing shortcut, it replaces the old one.

In the desk you type / and the start of the shortcut or a word from the title. You choose with the arrow keys, and Enter or Tab puts the response into the field. It is not sent straight away, so you can still adjust it. If a response's text itself begins with /, it acts as a command.

Commands

A / at the start turns your line into a command. Below the reply field you fold open the Commands cheat sheet; a click on a row puts a template into the field, Tab jumps from placeholder to placeholder, and a bar shows “Ready — Enter sends” once everything is filled in. The commands are written in English:

• /note text – internal note, visible to your team only.
• /buttons Question | Option 1 | Option 2 – a question with up to four reply buttons.
• /navigate https://… | Question – offer the visitor to open a page. They have to agree.
• /overlay Title | Text – offer a note as an overlay (optionally with a question as the third part).
• /form Question | Field 1 | Field 2 – a small form with up to four fields. A field can be followed by its type: :text, :email, :tel or :number.
• /cards Title | Text | https://link | https://image ;; next card – up to five cards.
• /rate – ask the visitor for a rating (thumbs up or down), optionally with a question of your own.
• /transfer Name | Note – hand the conversation over to a colleague who is connected right now. The note becomes an internal note.
• /translate Text – translate your text into the visitor's language and send it. Without text the command translates the visitor's last message for you only.
• /ki – return to the AI assistant, like the button of the same name.
• /close – close the conversation.
• /spam – block as spam (24 hours) and close.
• /ban 7d Reason – block the visitor and close the conversation. Without a duration it is 24 hours; values such as 30m, 12h or 7d are possible, up to 365 days at most.
• /help – all commands with their syntax.

If you really want to send a message that begins with a slash, write two: //text.

Keyboard shortcuts

The ? key or the ? button shows the overview. The shortcuts do not work while you are typing in a field.

• j / k – next / previous conversation
• r – jump to the reply field
• u – take over or release
• e – close or reopen
• s – choose a snooze time
• t – add a tag
• / – search conversations
• Esc – leave a field, back to the list
• Arrow up/down – switch conversation, arrow left/right – fold a section open or shut
• Alt+1, Alt+2, Alt+3 – AI copilot (see below)

AI copilot

Above the reply field is the AI copilot bar:

• Suggest reply (Alt+1) – a draft in the visitor's language from the history and the knowledge base, with sources. If there is already text in the field, the copilot takes it as keywords. Details it cannot back up are marked with “Please check – not backed by the sources”.
• Summarise (Alt+2) – summarises the conversation as an internal note.
• Change tone (Alt+3) – “Friendlier”, “Shorter”, “More formal” or “Fix spelling”.

The copilot never sends anything itself; you check and send. Undo brings your previous text back. It needs the right to reply, uses AI allowance and only runs with the visitor's consent if your project requires consent.

Translation in the desk

If a visitor writes in another language, the desk can translate automatically. The Translation bar switches this on or off per conversation; by default the project's setting applies.

• Incoming, the translation appears in the history (“Translated from …”), with Show original.
• Outgoing, the first Enter shows a preview (“This goes to the visitor …”). The second Enter or Send translation sends it; Send original sends your text untranslated. If the translation fails, nothing goes out.

Automatic translation is available on paid plans. On the free plan, /translate remains for individual messages.

Visitor & context

For the selected conversation, the right-hand column shows:

• Visitor – name, email, customer number and whether the identity has been confirmed by your website. Details from forms are marked “(given by the visitor)”.
• Page – which page they are on, where they came from, browser and device, campaign and source. You also see the Page trail in the history (“Went to …”).
• Cards from integrations – for example orders from your shop or contacts from your CRM, with actions you can run. See Integrations.
• On the website now – the visitors currently on your site, with page, duration and origin. With Message you write to a visitor who has no conversation yet (up to 500 characters), with the chat window opened if you like. You can message the same visitor at most every two minutes. Without consent you only see that they are present.
• Error case – if the visitor hit a script error on your site before the chat, with a link to the case. See Reports.
• Quality (AutoQA) – for closed conversations, the automatic score from 1 to 5.
• Read by – who opened the conversation (only owners and admins on the Agency plan).
• Live session – when a session recording is connected: signals such as rage clicks, cart and recent pages, and the Watch live and Last 60 seconds buttons. A replay at a particular point in the history (“Replay from here”) is only available with the visitor's consent.
• Call & co-browsing and Callbacks – see Availability, callbacks and notifications.
• Cases and customer history – see below.

Watch live and reply on the page

When a session recording is connected, Watch live opens your website in a new window: you see the page and the visitor's mouse pointer, with a small console on top in which you reply to them directly. The access applies to this one conversation only and must be used within 90 seconds; if it has expired, click Watch live in the desk again.

The console can only send text. Commands, canned responses, copilot, Message and co-browsing are only available in the desk.

Automation: tags and assignment

Under /app/projects/…/routing (Desk automation, owners and admins) you set what the desk does by itself:

• Add tags by keyword, set the language as a tag (for example lang-pl), mark urgent requests and detect the mood. On paid plans the AI can also classify the first message.
• Assignment rules: if tag, language, page, mood or channel match, then assign to everyone signed in, to the team by languages and skills, or to specific people; distribution is round robin or least busy. The first matching rule whose target is signed in wins.
• Team: languages and skills – per person, their languages and skills, whether they get conversations automatically, and how many open conversations they should have at most.

An automatic assignment is not yet a takeover: the assistant keeps answering until the assigned person writes or clicks Take over. In the desk you see “Automatically assigned to you: …”.

Cases and customer portal

Some requests take longer than a chat. For these there are cases (/app/projects/…/cases). A case stays open even when the conversation is closed.

• In the context column you create a case with Create a case from this chat, or on the cases page with Open a case (subject, category Question, Complaint, Technical or Billing, message).
• In the case you reply, as an Internal note if you like, and set Assigned to, Priority (Low, Normal, High, Urgent), Status (Open, In progress, Waiting for customer, Resolved) and a Resolution reason.

Your customers see their cases in the customer portal at /portal/…. Only customers whom your website signs in with a signed identity get there; how that works is described in the Technical integration part. In the portal they can open cases, reply, mark a case as resolved, download or delete it, and claim a case from a chat with a claim code (valid for 24 hours). They do not see internal notes. When there is a new reply, verified customers get an email with a link into the portal, without the text of the reply.

Customer history across channels

If the same person writes once in the chat and once by email, you can link both conversations under /app/projects/…/customers. For this you need proof: the customer has explicitly confirmed it, or it has been checked in their signed-in customer account. The same name or the same email address is not enough. Replies keep going out through the channel the respective conversation came in on.

Notifications in the desk

The bell switches browser notifications and sound together; Shift+click switches only the sound. The number of unread conversations also appears in the title of the browser tab. For notifications while the desk is closed there is Push; see Availability, callbacks and notifications.