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Navigating agent area

Your support team will be spending the majority of their time in Richpanel’s agent area. From here they can keep track of the support queue, reply to and resolve conversations, and search through all of the users and conversation information.

In this article, we’ll introduce you to the agent area, and call out some of the features you’ll be using most often. We’ll include links to other articles that will go into each feature in more detail.

Learning your way around the agent area

You can navigate to the agent area by clicking Customers->Conversations from the main navigation. Once you’re in, you’ll see the inbox for your support queue, as well as a search bar and some icons up on the toolbar.

Let’s take a look at the main elements on the agent area interface:

Inbox and conversation views — The inbox is the default view of your support queue, showing you all your teams’ open conversations. You can click on any conversation to open it for updates. You can also update multiple conversations at once, by checking them and making your changes in the ‘Update conversations’ panel that appears.

Search bar — To search customers, click the customer tab and you’ll see the search bar. From here, you can search… pretty much every customer. You can search customers by name, email or other other properties.

+ Icon— In the upper left is a button with a plus on it. Clicking this will open up a menu where you can create new conversations or customers.

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