Agent configuration
Intro to agent configuration
Creating an agent
Updating agent permissions
Assigning roles to agents
Managing agent identities
Updating agent profiles
Editing agents in bulk
Teams
Intro to teams
Creating teams
Roles and permissions
Intro to roles and permissions
Managing roles and permissions
Presence statuses
Intro to presence statuses
Configuring presence statuses
Agent capacity
Intro to agent capacity
Managing agent capacity
Channels
Intro to channels
Configuring channels
Communities
Intro to communities
Creating communities
Messaging variables
Intro to messaging variables
Configuring messaging variables
Messaging notification templates
Intro to messaging notification templates
Managing messaging notification templates
Messages
Intro to messages
Creating folders
Using search queries
Categories
Intro to categories
Creating categories
Channel groups
Intro to channel groups
Configuring channel groups
Routing strategies
Intro to routing strategies
Configuring routing strategies
Rules
Intro to rules
Configuring rules
Setting conditions for rules
AI engine
Intro to AI engine
Configuring AI routing
Configuring AI filtering
Custom fields & identity tags
Intro to custom fields
Adding custom fields
Using identity tags
Reply assistant
Intro to the reply assistant
Organizing groups
Configuring groups
Email templates
Intro to email templates
Configuring email templates
Account settings
Intro to account settings
Configuring account settings
Security settings
Intro to security settings
Configuring security settings
Business hours
Intro to business hours
Setting business hours
Notifications
Intro to notifications
Configuring notifications
Audit log
Intro to audit log
Viewing the audit log
Extensions
Intro to extensions
Configuring extensions