How you move around
- Pick a tab (AI Agent, Contact Center, or Audience) to see the menu for that area.
- Choose an agent from the selector when you need to work on a specific agent’s configuration or data.
- Home (house icon) opens your agent’s overview dashboard—volume, trends, and health at a glance.
AI Agent tab
Everything under this tab is about designing, connecting, supervising, and improving your agent.Home
Your starting point after selecting an agent: key metrics and activity so you know how the agent is performing before you dive into settings.AI Agent section
Design
Configure how the agent behaves and what it can use:- Identity — Name, tone, greeting, audience, availability, and how the agent presents itself.
- Knowledge — Documents, FAQs, and sources the agent can rely on in answers.
- Skills — Built-in and custom tools (files, FAQs, collect information, human escalation where supported, and your own HTTP tools).
- Memories — What the agent can remember about each user across conversations.
- Workflows — Structured, multi-step conversation flows.
Playground
A safe sandbox to chat with the agent and test changes before they affect live channels.Connect
One place to go live: internal channels (e.g. External Chat, Web Bubble), external integrations (messaging and tools your org uses), and API access for programmatic messaging. Channel-specific setup is also documented under Integration Guides where needed.Supervise
Operational visibility over live traffic:- Conversations — Browse and drill into conversations across channels.
- Task Log — See tool and skill invocations step by step (what the agent actually did).
Evaluate
Quality and insight on top of raw traffic:- Evaluations — Filtered, scored views for reviewing conversation quality.
- Hotspots — Topics and patterns that stand out.
- Alerts & Reports — Thresholds, notifications, and reporting.
Proactive AI section
Engagement
Reach users beyond reactive chat:- Campaigns — Schedule outbound campaigns (e.g. approved WhatsApp templates and audiences).
- Follow ups — Automated re-engagement after silence in a conversation.
Contact Center tab
Focused on human agents working alongside the AI.Live Chat
When human escalation is enabled, this is where teams work live conversations:- Inbox — Open, respond to, and take over escalated threads.
- Performance — Team metrics (where available).
- Escalation Insights — Why and when conversations move from AI to humans.
Audience tab
Manage people who interact with your agents:- Contacts — Lists and segments you use for outreach and operations.
- Directory — Unified view of users who have talked to your agent across channels.
Suggested first path
- Home — Confirm the agent is active and see baseline usage.
- Design — Identity, Knowledge, and Skills so answers are on-brand and accurate.
- Connect — Turn on at least one channel or API path.
- Playground — Validate behavior before going wider.
- Supervise and Evaluate — Monitor conversations and improve over time.