Dashboard overview

The sidebar on the left is the main navigation.

Sidebar sections

My Inbox

Your personal feed: conversations assigned to you and mentions.

Conversations

The main working area. Inside you will find:

• All Conversations — every request;
• Mentions — conversations where someone tagged you with @;
• Unattended — conversations with no agent reply yet;
• Folders — saved filter sets;
• Teams — conversations by team;
• Inboxes — conversations from a specific channel;
• Labels — conversations carrying a given label.

AI Agent

Everything about the AI assistant: FAQs, Documents, Scenarios, Tools, Playground, Inboxes and Settings.

Contacts

Your customer database: all contacts, active visitors, segments and a label filter.

Companies

The organisations your contacts belong to.

Reports

Overview, Conversations, CSAT, SLA and Bot, plus reports by agent, label, inbox and team.

Campaigns

Proactive messaging: Live Chat, SMS and WhatsApp.

Help Center

Your public knowledge base: Articles, Categories, Locales, Settings.

Settings

Account Settings, Agents, Teams, Agent Assignment, Inboxes, Labels, Custom Attributes, Automation, Bots, Macros, Canned Responses, Integrations, Audit Logs, Custom Roles, SLA, Security, Billing.

Profile and availability

The avatar at the bottom of the sidebar opens your profile menu, where you also switch availability:

• Online — you receive new conversations through auto-assignment;
• Busy — you are working, but new conversations are not assigned to you;
• Offline — unavailable.

Search

The search button looks through conversations, contacts and help center articles.