Agents Guide
Everything an agent needs day-to-day in Contact Center — handling chats, using WhatsApp, and managing your own profile.
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Who this guide is for · What's covered
Who this guide is for
This guide is written for agents — the people handling live conversations in Contact Center day to day. If you're setting up teams, routing, automation, or account-level settings instead, see the Admin Guide.
What's covered
- Chats Management — working the chat panel: picking up, replying to, and resolving conversations as they come in.
- WhatsApp Messages Introduction — what's different about handling WhatsApp conversations specifically, including templates.
- Profile Preferences (Agent) — managing your own agent profile and personal settings.