Help
How can we help?
Short, plain-English guides to everything on this platform.
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Getting started2
What this platform is and how to find your way around.
Getting started
What this platform does→
A one-page tour of what the system watches and what it does for your team.
Getting started
Finding your way around→
What each tab across the top is for.
Everyday work7
The screens your team lives in, and how to use them well.
Everyday work
Working the ticket queue→
How tickets appear, how to work them, and how they close.
Everyday work
The bell: what it tells you→
Where to find the things meant for you personally, and how the read and unread states work.
Everyday work
Undoing a ticket you moved by mistake→
Every status change gives you a few seconds to take it back.
Everyday work
Getting tagged in Slack→
What the platform posts to your Slack channel, and what it does not.
Everyday work
Finding what just changed→
Every change to every ticket, newest first — useful when something moved and you are not sure what.
Everyday work
Right-click a ticket to deal with it→
A short menu on any ticket that resolves, reassigns or snoozes it in one click.
Everyday work
Reading a call transcript→
Where transcripts appear and how to read them.
Features you can turn on and off7
Each capability, what it does, and what changes when you switch it.
Features you can turn on and off
Call transcription→
Turns call recordings into readable text and files it on the customer's record.
Features you can turn on and off
Transcript enrichment→
Adds speaker labels, a summary, and a redacted copy to finished transcripts.
Features you can turn on and off
Ticket detection→
The part that opens and closes tickets for you.
Features you can turn on and off
AI-answered call tickets→
Treats a call your AI assistant picked up as still needing a person.
Features you can turn on and off
/todo notes make tickets→
Write /todo in an internal note and a ticket appears, on that customer, for whoever you tagged.
Features you can turn on and off
Unanswered-call tickets→
Catches callers who reached only the greeting and hung up — calls your phone system counts as answered.
Features you can turn on and off
Turning features on and off→
Where the switches are and what to expect when you flip one.
Settings and access3
Who can see what, and the switches behind the scenes.
Settings and access
Changing someone's email→
What moves with them, what stays, and what breaks if you get it wrong.
Settings and access
People and permission sets→
How to add someone and choose what they can see.
Settings and access
Sending ticket types to the right person→
Make each kind of ticket land with whoever owns it.
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