Engage
Where your team and your agent meet the customer.
| Surface | What it is for |
|---|---|
| Inbox | Live conversations your team works, including anything the agent handed over. |
| Conversations | The full history, searchable, including everything the agent handled alone. |
| Customers | The contact record built from conversations: who they are, what they asked, what they bought. |
| Journeys | Guided flows that collect what you need, such as a booking, an order or a callback request. |
| Broadcast | Sending a message out rather than waiting to be asked. |
Handover
Section titled “Handover”An agent that never hands over is a liability, and one that hands over constantly is not saving anyone time. Handover rules live in the agent brief, and the conversation lands in the inbox with its full history attached, so whoever picks it up is not asking the customer to repeat themselves.
Coming in this section
Section titled “Coming in this section”Working the inbox, handover rules and what a good one looks like, the customer record, building a journey, and running a broadcast.