Roles
Built for every team that serves customers.
Agents, managers, admins, and knowledge owners get the tools they need without losing the shared customer history.
The right tools for each job.
Each role sees a focused workspace, while customer conversations, calls, tasks, and follow-ups stay connected behind the scenes.
Service agents
Answer with the full customer history beside you.
Spend less time searching and more time solving.
- Unified queue, SLA, and ticket workspace
- Customer timeline, calls, company, and related work
- Grounded drafting, knowledge, translation, and collaboration
Managers
See what is late, overloaded, or at risk right now.
Step in before customers have to chase your team.
- SLA, workload, and queue visibility
- Quality, CSAT, and AI evaluation signals
- Assignment, escalation, approvals, and reporting
Administrators
Set up the workspace without creating a security headache.
Clear access, integration, and automation controls.
- Roles, departments, and permission overrides
- Tenant-level provider setup and safe disable states
- Audit, retention, SAML, and lifecycle policy
Knowledge owners
Keep every published answer reviewed and current.
Give agents and customers one reliable source of truth.
- Draft, review, publish, archive, and version history
- Help centers, categories, sections, and locales
- Federated sources and refresh health
Customers
Ask, track, and respond without learning an internal system.
A clear portal experience with a reliable human handoff.
- Customer portal and request history
- Secure profile and organization context
- Clear updates, confirmation, and human handoff
Handoffs keep their evidence.
The interface changes with responsibility. The underlying customer, conversation, ownership, and activity history do not.
- 1
Customer asks for help
- 2
Agent owns the immediate response
- 3
Manager reviews risk or SLA pressure
- 4
Knowledge owners improve the published answer
Give every role focus without losing the customer.
One operating record supports specialized workspaces, accountable handoffs, and clearer decisions.
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