User Manual
This manual is for the people who use the app every day: agents who take calls and answer messages, supervisors who watch the floor, managers who set up the work, and administrators who manage the site from its admin screens. It explains what each screen is for, when you would use it, and how to use it, one task at a time. Most pages have a short screencast, recorded on a demo site, so you can watch the clicks before you try them.
You don't need to write code or edit files to follow anything here. When a task needs an IT person or a developer, the page says so and links to the Technical Manual.
New here? Start with these
| Read this | To learn |
|---|---|
| Find your way around | How to sign in, what the admin menu holds, and how to set up your own profile. |
| Roles and permissions | Why your menu may look different from a colleague's, and how to ask for access. |
| Training paths | The pages and screencasts to work through for your role, in order. |
| Use cases | End-to-end walkthroughs of real jobs, like running a calling campaign or putting an AI assistant on your website. |
| Glossary | Plain-language meanings of the words used in the app. |
Who does what
| You are... | You usually... | Start with |
|---|---|---|
| Agent | Sign in to queues and campaigns, take and place calls, work activities, and answer messages. | Agent workspace |
| Supervisor | Watch the live dashboard, help on live calls, handle shared voicemail, and read reports. | Live dashboard |
| Manager | Build contacts, subjects, subject flows, campaigns, queues, entry points, IVR menus and dialer profiles, then load work. | Contacts |
| AI content manager | Set up AI profiles, give the AI your company's knowledge, and put an AI assistant on your website. | AI features at a glance |
| Administrator | Turn on features, connect the phone, SMS and AI providers, manage users and roles, and change site settings. | Features and settings |
The training paths list everything each role should learn, in order.
What you see in the app depends on your role. Most people are not administrators, so some menus, buttons and settings in this manual may be missing for you. Every feature page lists the permission and the feature it needs. If something is missing, ask your administrator. Roles and permissions has a message you can send them.
Where things are in the menu
| Menu | What you find there |
|---|---|
| Interaction Center > Activities | The agent's own list of work to do. |
| Interaction Center > Contacts | Every contact record. |
| Interaction Center > My workspace | The agent's live desk: presence, offers, the active call and recent work. |
| Interaction Center > Live dashboard | The supervisor's real-time view of queues and agents. |
| Interaction Center > Shared voicemail | Voicemail left for a queue rather than one person. |
| Interaction Center > My voicemail greeting | The greeting callers hear when you miss a call. |
| Interaction Center > Call recordings | Recorded calls to search and play back, with the transcript of AI calls. |
| Interaction Center > Management | The manager's setup screens: subject flows, dispositions, campaigns, load activities, bulk activity management, queues, skills, business hours, agent states, entry points, voice media, dialer profiles, extensions and omnichannel addresses. |
| Messaging | The shared SMS inbox, broadcasts and message templates. |
| Artificial Intelligence | AI profiles, templates, provider connections, deployments and tool instances. |
| Reports | Every report, grouped by category. |
| Settings | Site-wide settings, such as Contact Center and Communication (the phone and SMS providers). Usually only administrators see this menu. |
What's in this manual
- Getting Started: finding your way, roles and permissions, training paths, and turning features on.
- Use Cases: complete jobs from start to finish, each linking to the pages you need.
- AI Assistant: AI chat, AI profiles, website chat, knowledge from your documents, tools and agents, and analytics.
- Building the CRM: contacts, leads, accounts and opportunities, subjects, dispositions, subject flows, campaigns, omnichannel addresses and cadences.
- Loading and Managing Work: load activities, automated AI SMS and voice, activities, bulk activities and numbers not in service.
- Setting Up the Contact Center: queues, skills and entitlements, agent states, business hours, entry points and IVR menus, voice media, dialer profiles, extensions and Contact Center settings.
- Working in the Contact Center: the agent workspace, calls, voicemail, call recordings, the messaging workspace, the live dashboard, reports and workflows.
- Phone Tools: phone and SMS setup, the soft phone, and the browser extension and Windows app.
- Site Administration: users, roles, content access, content fields, import and export, Do Not Call lists, phone number verification and time zones.
- Troubleshooting: what to do when something doesn't work as expected.
Searching only the User Manual
The search box at the top of every User Manual page searches only this manual. To search the whole site, including the Technical Manual, choose See all results at the bottom of the search box, then switch the filter next to the search field from User Manual to Everywhere.
About the screencasts
The screencasts are recorded on a demo site with sample data, at 1600×1000, and play in the page. They show real screens from the current version. The demo site is not connected to a live phone line or SMS provider, so tasks that need a call or a text in progress (answering from a queue, transferring, conferencing, supervisor listen and barge, sending messages) are described in text, and those pages say where the screencast stops.
Training your team
Companies can use this manual to train their staff:
- Give each person the training path for their role.
- Have them watch each page's screencast, then repeat the task on a test record.
- Send them to the use cases to see how the pieces fit together.
- Keep the glossary and troubleshooting pages handy for the first weeks.