Manage
Manage is the supervisor's view of the operation: every conversation across every queue in one place, plus live team metrics, a real-time activity feed, and an approval queue for reviewing agent work before it goes out. Where an agent works one conversation at a time, a manager watches the whole floor.
At a glance
| All queues at once: see and filter every conversation across the org | ✅ |
| Live team metrics: SLA, first-response time, conversation load per queue/agent | ✅ |
| Real-time activity feed across every platform | ✅ |
| Bulk actions: assign, close, or cancel many conversations at once | ✅ |
| Review before send: approve/reject messages and status changes | ✅ |
| Full agent conversation-handling (reply, status, tags, queue) | ✅ |
What's in here
The manager inbox
The advanced inbox: switch across queues, see moderation flags, and work conversations like an agent with more reach.
Actions
Every conversation across the platform, with filters and bulk assign / close / cancel.
Monitor
Team and per-agent performance - SLA, first-response time, and conversation load by queue.
Content
A live, auto-refreshing feed of message activity across every connected platform.
Review
Approve or reject agent messages and status changes before they go live.
Who uses this
Managers, team leads, and admins. Everything an agent can do on a conversation (see the Agent section) is available here too - Manage adds the cross-queue oversight, live metrics, and review controls on top.