Navigating the Engage Digital agent interface
The agent interface provides tools that let you switch between digital channels to reply to customer inquiries without leaving the primary interface. You can use these tools to navigate between digital channels such as:
- Social media
- Email
- Chat messages
Configurations for the agent interface are set by administrators in the admin interface.
Top header bar
The top header bar is one of the first interface elements you’ll see when you first log in to the interface. It’s always located at the top of your screen, no matter where you are.
In the center of the top header bar, you’ll find links to the following:
Agent
, Analytics
, and Admin
. Use these links to quickly switch between the main interfaces. Depending on your role and permissions, you may have access to one or all of these options. Located at the far left of the top header bar is the menu icon, which looks like three stacked lines. Clicking on the menu icon will expand the left-hand navigation bar and reveal the names associated with each product menu icon.
Finally, at the far right is your profile menu, indicated by your initials inside a circle.
Profile menu
When you click your profile icon, a dropdown menu will appear. This menu lists your name and email address, as well as several links related to your user settings.
Configure notifications
The
Configure notifications
option from the Profile dropdown will open the Configure notifications
window. There are two types of notifications: email notifications and interaction notifications. Email notifications pertain to the work item alerts in Routing mode and Inbox. Interaction notifications are configurations for your browser pop-ups and sound alert preferences. You can enable notifications according to your preference. Another way to configure your notification is through your desktop browser settings (i.e., notification settings in Google Chrome). This pop-up alert comes directly from your browser and is helpful when you’re looking at a different window or screen so that you don’t miss a work item alert.
Impersonate agent
The
Impersonate agent
option from the dropdown menu will open the Impersonate agent
window, where you can select the agent you would like to impersonate. This feature lets you impersonate another agent and respond to a customer using another agent's identity. If you’re impersonating another agent, your name will display as John Doe
, as Agent Jane
in your profile menu. View my audit log
Select
View my audit log
from the profile menu dropdown to open the Audit log
page. In this window, you can find a summary of your interactions in the platform. Audit logs take note of changes within the agent system, providing a complete track record of your activity, organized by date and time. Need help?
Click
Need help?
to open a tab in your browser that loads the Engage Digital product documentation page on the support website. You can use the search bar near the top of this page to search the entire website for a help article, or you can manually browse Engage Digital product documentation using one of the tiles in the next section of the page below the search bar. My settings
Click
My settings
to change the appearance of the agent interface.- Light: Your user interface will use a light theme: dark text on a light background.
- Dark: Your user interface will use a dark theme: light text on a dark background.Note: If you selectDark, you can check theKeep light theme for email messagesbox to use the light theme for emails.
- Follow system settings: Your user interface’s appearance will reflect your computer’s operating system theme.Note: If your OS theme is dark, you can check theKeep light theme for email messagesbox to use the light theme for emails.
You can also make changes to your optional keyboard shortcuts in the My settings menu.
Keyboard shortcuts
You can navigate the agent interface and select all of its features and options using the mouse, but you can also use keyboard shortcuts for some of the commonly used actions. From anywhere in the agent interface, press
Shift + ?/
to reveal the keyboard shortcuts window, which shows the list of available keyboard shortcuts. - Default: Press Enter/Return to send a message on messaging channels and Ctrl+Enter (PC) or Cmd+Return (Mac) to send messages on social channels.
- Send message using Enter/Return key
- Insert a new line using Enter/Return key
You can enable shortcuts for routing mode to use the additional preset keyboard shortcuts.
Left-hand navigation bar
The left-hand navigation bar, also called the left nav bar, is the blue sidebar that’s always on the left-hand side of your screen. When it’s expanded, you’ll see the list of names associated with each product menu option.
In the left nav bar, you’ll find the
Inbox
(folder icon), Routing mode
(checkmark icon), and the Supervision
menu (person/clock icon). Note: Depending on your permissions, you may not have access to all the menu options.
Inbox
The Inbox is one of the operational modes that agents can use to respond to customer messages from different channels and social media platforms. Learn more about using the Engage Digital inbox.
Mailbox folders
When you click
Inbox
, your mailbox folders will appear in the left pane. Your mailbox folders are customized by your admin and can be sorted by channel, theme, status, or categorization. The Inbox lets you manage your messages by grouping them into folders so you can search, respond to, and organize messages from customers efficiently. When you click on a mailbox folder, the messages inside that folder will appear.
Search bar
At the top part of your mailbox folders in the left pane, you’ll find the message search bar. Learn more about managing your messages.
New message button
The
New message
button, located below the search bar, is a shortcut for sending new messages to customers. Depending on how it’s configured for you, you can use the dropdown to select the digital channel you’ll use to send your message. Message thread
Clicking on a mailbox folder will open the message thread. It displays all messages and replies between customers and agents.
Each message includes icons that give you a quick visual indication of where it came from:
- The name and avatar photo of the customer
- Message categorization (e.g.,Handover to agent)
- Initials of the agent to whom the interaction is assigned
- Date and time the message was sent
- The channel where the message originated
Message action items in Inbox
You can use message action items to interact with messages. Depending on the width of your screen, the UI may display icons, or text with icons, for message action items. When the text for the message action items is hidden on a smaller screen, you can hover over the icons to see tooltips.
To access the action items for a message in the Inbox, hover over the message in the message thread panel, or hover over your initials in the top right corner. Learn more about Message action items.
Replying to a message in Inbox
The reply text box is located at the bottom of the message thread panel. Under this box are icons that let you add emojis, attach files, and use other features. When replying to a message, icons under the reply text box next to the
Send
button allow you to add an emoji to replies, attach a file, or request supervisor approval before sending the message. Learn more about engaging with messages. Routing mode
The
Routing mode
(checkbox) icon appears below the Inbox
icon in the left nav bar. Routing mode is where an agent can toggle between interactions that are nested in three different workflow folders, indicated by the tabs at the top of the left panel: Ongoing
, Deferred
, and History
. Learn more about Routing mode. 
Message action items in Routing mode
To access the action items for a message, hover over the message. While some elements of the Inbox and Routing mode may differ, some message action items you see in Inbox are available in Routing mode. Read more about managing interactions in Routing mode.
Replying to a message in Routing mode
The reply text box is located at the bottom of the message thread panel. When replying to a message in Routing mode, you have access to the same reply features as you do in Inbox, with the exception of the reply assistant.
The reply assistant (feather icon) is located below the reply text box. The reply assistant lets agents reply quickly to customers by sending knowledge base information. Learn more about using the reply assistant in Routing mode.
Customer information
The Customer information section contains all the information about customer records and activity. When you’re engaged with a message, the customer’s information will appear in the far right panel. Learn more about managing customer information.
Agent states
Located at the top right, next to your agent initials, are your agent states. Agent states are status notifiers that let supervisors and admins see what an agent is doing.
You can click on the agent states dropdown to view the agent states available to you. Learn more about updating your agent state.
Note: Your admin customizes your agent states.
Supervision
If you’ve been assigned a supervisor role, you’ll have access to the
Supervision
menu in the left nav bar. The Supervision menu lets supervisors and admins monitor agent activity in real time. Supervisors can access metrics including an agents’ average presence time, average interaction duration, number of interactions waiting, and more. Learn more about using the Supervision menu. When you click on the
Supervision
menu in the left nav bar, a sliding tray will appear, revealing two options: Agents
and Channel groups
. 
Agents
The
Agents
view in the Supervision console lists every agent currently logged into the system. It allows supervisors to use customizable dashboards to monitor agents and route interactions to available agents. Learn more about monitoring agent activity. Channel groups
Click
Channel groups
to see a dashboard that displays activity insights sorted by channel group. The data displayed at any time reflects the current day’s insights, and is reset at the end of each day. You can filter channel groups by channel, team, agent, or category. Learn more about monitoring channel activity.
In this article
Top header bar
Profile menu
Left-hand navigation bar
Supervision