Agent
The Agent experience is where front-line work happens: one inbox that pulls every conversation from every connected source into a single queue, so an agent never has to tab between platforms. Pick up the next conversation, read the full history, reply, and move on.
At a glance
| One inbox for every channel (social, DMs, reviews, community, forms) | ✅ |
| Queue-driven "next conversation" assignment | ✅ |
| Full conversation context: AI title + summary, history, customer profile | ✅ |
| Reply in place: public reply, DM, or internal comment | ✅ |
| Saved responses + AI-assisted drafts | ✅ |
| Keyboard-first (assign, status, queue, tag, reply) | ✅ |
| Watch, snooze, link, merge, export a conversation | ✅ |
What's in here
The Inbox
Every conversation, from every connected source, in one pane of glass.
Responding to Customers
How the composer works and how replies post back to the original platform.
Agent training
The complete walkthrough: inbox, responding, managing, and all actions end to end.
Managing a Conversation
Status, tags, assignment, and every action available on an open conversation.
Keyboard shortcuts
The full shortcut reference for working the inbox without the mouse.
Who uses this
Agents and front-line support / community staff live here all day. Managers get an advanced version of this inbox with queue-switching and oversight on top - but the core conversation-handling experience is the same, so this section is the foundation for both roles.