Agent Desktop - Complete User Guide for ConvyAI

Overview

The ConvyAI Agent Desktop is the web application used by contact center agents to handle customer conversations. From here you can accept and manage incoming tasks, reply to customers via chat or email, monitor your workload, and access reporting data.

This guide covers every feature of the Agent Desktop step by step, from your first login to the end of your working day.

note

If a message appears asking you to update the application, click the update button before proceeding. This ensures you are always working on the latest version.

Sections covered in this guide

• Login - Supported browsers and how to access the platform
• Navigation Menu - The left sidebar and its main buttons
• Conversations Area - The main working area: tasks, chat, customer details
  • System Bar - Status overview at the top of the panel
  • Active Tasks - The list of your current tasks and how to filter them
  • Chat Section - Managing a conversation: accept, transfer, park, resolve
  • Messages Area - Writing messages, shortcodes, private notes, attachments
  • Audio, Video and Screen Sharing - Voice and video calls within a conversation
  • Email Task - Handling and replying to email tasks
  • Customer Details - Customer info, contact result, surveys, history
• Reporting Area - Search and review past and live conversations
• Wallboard - Real-time widgets and KPIs for your queues
• Outbound - Sending outbound messages via WhatsApp or Telegram
• Agent Profile Settings - Status, theme, language, password, and logout