Agent dashboard

The agent dashboard is the home page for your support team. Every conversation across every channel — web widget, email, Slack, WhatsApp, Messenger — lands here when escalated. Agents handle them, agents see analytics, agents stay productive.

In this guide:

• Open the dashboard
• Read the queues
• Take a conversation
• Resolve and close
• Real-time updates

Step 1: Open the dashboard

In the left sidebar, click Conversations. The default view is All open — every conversation needing attention.

Screenshot: The agent dashboard with multiple conversation rows.

Step 2: Read the queues

The dashboard organizes conversations into named queues:

Switch queues from the left sub-nav.

Step 3: Take a conversation

Click any row in the Unassigned queue:

1. The full transcript opens on the right.
2. Read the bot’s prior turns — the bot’s last reply and why it escalated.
3. Click Take conversation (or assign to a teammate, see Assignment & escalation).
4. Type your reply in the composer at the bottom.
5. Hit Send.

The customer sees your reply on whatever channel they messaged on — web widget, email, Slack, etc. — and replies on that channel. The thread continues in the dashboard.

Step 4: Resolve and close

When the issue is resolved:

1. Click Mark as solved (or Close, depending on your workflow setting).
2. Optionally, fill in a resolution code (refund, technical, account, other) for analytics.
3. The conversation moves to Solved. The customer can still reply, which reopens the conversation if needed.

Step 5: Real-time updates

The dashboard streams real-time:

• New conversations appear in Unassigned without a refresh.
• Customer replies push to your conversation pane (typing indicator → message).
• Teammate actions (someone took a conversation, closed one) update everyone’s view.
• Notifications ping your browser and (if connected) your Slack DM.

This uses SignalR + Socket.io under the hood. If you lose connection (network drop), the dashboard reconnects automatically with exponential backoff.

Anatomy of a conversation pane

Selecting a conversation reveals:

• Top bar — customer info (name, email, channel, identity badge), assigned agent, status, tags.
• Transcript — every message, including bot replies, agent replies, system events (assignment, status change).
• Composer — type, attach files, use canned responses.
• Right rail — contact details, recent tickets (if Zendesk connected), past conversations with this user, knowledge sources cited in this conversation.

Filters and search

Above the queue list:

• Search — by message text, customer name, email, conversation ID.
• Filter — by channel, agent, status, date range, tags.
• Sort — newest / oldest / longest waiting.

Productivity features

• Keyboard shortcuts: j / k next/prev, r reply, c close, a assign.
• Canned responses: pre-written reply snippets — set up in Settings → Canned responses.
• Quick reactions: thumbs up / down on bot messages to flag for improve responses.
• Internal notes: visible to your team only, never sent to the customer.

Permissions

To use the agent dashboard you need:

• Org membership.
• conversations.read on at least one chatbot.
• conversations.respond to send messages.

Reach out to your Owner / Admin if features are missing.

What’s next