Tutorials

Each tutorial takes one feature from start to finish, in the order the steps have to happen. Many features need more than one person: an administrator sets it up in the portal, an agent uses it, and a supervisor sees it in the reports. The tutorial covers every role involved, and says after each step what you should see, so you know it worked before you move on.

The details of each setting stay in the guides. The tutorials link to them, so you can look something up without losing your place.

Show tutorials for

Set up & test (Administrator)

• Build your first voice workflowGreeting, opening hours and a queue, in 15 minutes.Administrator
• Build your first chat workflowA short menu, a queue and a closed message for website chats.Administrator
• Build your first email workflowAn automatic reply and a queue for incoming emails.Administrator
• Callbacks from the queueCallers press a key instead of waiting; an agent calls them back.AdministratorAgentSupervisor
• Live call translationAgents talk to callers in another language, with translated audio and a transcript.AdministratorAgentSupervisor
• AI bot with handoff to an agentA bot answers from your knowledge base and hands over to an agent when it can't help.AdministratorAgentSupervisor
• Outbound campaignCall a list of customers – preview, predictive or with a workflow – and follow each record.AdministratorAgentSupervisor
• Agent Assist: suggestions and AI notesAI-suggested answers during calls, and an AI summary for the task notes.AdministratorAgentSupervisor
• Connect an email mailboxA Microsoft 365 or IMAP mailbox as an email channel, from IT prep to the first reply.Integrations & ITAdministratorAgent
• Wrap-up, completion codes and breaksWrap-up time, completion codes with sub-codes, and named breaks – and where they show in reports.AdministratorAgentSupervisor
• Webchat with visitor trackingA chat widget on your website, and agents who message visitors on the pages you choose.AdministratorIntegrations & ITAgent

Monitor & coach (Supervisor)

• Watch queues and teams, step into a callRealtime reports with thresholds, then listen in, whisper and barge in on a test call.SupervisorAgent
• Evaluate conversations for qualityScore calls and chats with a quality script, live or afterwards; the agent gets the result.AdministratorSupervisorAgent

Get started (Agent)

• Your first shiftLog in, handle a call, chat or email from start to close, take a break and log out.Agent