Agent Desk

2 min read

Agent Desk brings together external contacts, their conversations, and human intervention. From one view, you can review what is happening, assign a case to an agent, or take it over yourself without losing the channel context.

Inbox and contacts

Filter threads by status—open, pending, resolved, or archived—and by owner. Each contact shows who is handling it; contacts with no owner are identified for review.

The contact profile lets you link the identities of one person across different channels, merge duplicates, and keep notes the agent can use while assisting them. Link your own identities from Account so the system does not treat your messages as those of a customer.

Take over or delegate a case

Every contact has an owner: an agent or a person. While an agent handles it, manual replies remain blocked. When you assign the contact to yourself, the agent stops replying and your messages are sent through the same inbound channel.

Only the owner can reply. You can return the contact to the agent at any time without losing its history, notes, or status. Only agents with Available in Agent Desk enabled appear as candidates; see Behaviour and limits.

Supervise conversations

Beyond handling contacts, Agent Desk lets you find and review the organization threads you can access. Filter by contact or channel, agent, channel type, status, and model to check how a case was handled or find pending activity.

Privacy

View permission does not automatically open other members' personal conversations. Those threads remain private unless temporary debugging access is granted.