Users of the Engage platform will belong to one of the defined user
roles, which decides what views and capabilities they have access to.
The following user roles are available in Engage: Agent: This user can
only see and handle conversations that ar...
Each Engage account has one or more projects, used to separate concerns
between teams or interests. Having multiple projects can be useful for
companies with e.g. multiple brands, independent units, or content in a
variety of languages. Each project ...
Conversations is the part of Engage where all conversations that should
be managed by a human agent are handled. The main activities in
Conversations are: View and assign new incoming conversations to agents
Incoming conversations requiring a respons...
Once a new conversation is assigned to an agent, the agent gets a
notification in the notification center in the top bar. To respond to a
conversation: Go to Conversations > Workspace. All assigned
conversations are available in the conversation list...
A conversation is assigned to the agent that is expected to respond to
it. Assigning conversations can be done either manually or automatically
using auto-routing. Users in the Dispatcher role are responsible for
manually assigning conversations to a...
