The sidebar groups customer activity, assistant configuration, content, business work and workspace administration. Available screens and actions depend on your access and the workspace setup.
Team members can have built-in or custom roles. A screen appears in the sidebar only when your permissions open it, and the actions on it follow the same permissions; accounts without role assignments keep their legacy agent or administrator access. Platform switches, plan entitlements and workspace readiness still apply. See what each permission opens.
Activity
OverviewReview activity, setup health and the shortcuts relevant to your workspace.
ConversationsFind customer chats by state, channel and the supported search fields. Open a transcript to understand the context and use available reply or takeover actions.
ComplaintsReview customer complaints and care cases, their current state and the conversation that produced them.
AnalyticsInspect conversation outcomes, escalation reasons and trends over the selected reporting period.
Wherever the console shows a customer’s own words — a transcript, the queue, a request, a complaint, an order note — a text written in a language you do not read offers Read in your language. See languages.
Needs attention
Needs attention is the escalation queue. Filter by assignment and channel, inspect the reason a conversation needs a person, and take it over to reply with its history available. Release or resolve it through the offered controls. Provider send restrictions still apply to human replies.
See human handoff for the difference between a missing answer, an available next step and a team escalation.
Assistant
AssistantBehavior, Goals and Answer quality, plus the paths for a setup template or Agent Guidance. Configure language, business facts, hours, handoff and incoming or outgoing media preferences.
CapabilitiesInspect what the assistant can do under its effective configuration and which requirements are missing.
SetupChoose the organization profile, review its requirements and activate it. Later changes can require additional review.
The assistant guide explains defaults, baseline adoption and the difference between settings and supplemental guidance.
Content and business work
Content HomeSee the state of your content and what needs review across the content tools.
KnowledgeUpload and inspect sources, review their exact content and maintain validity dates. Knowledge guide.
Media libraryAdd photos for your products and anything else you sell, approve them and check whether delivery is available, on one page. Media guide.
CatalogMaintain managed products and inspect imported products. Catalog guide.
Smart UpdatesWrite updates for customers who asked, approve them, turn sending on or off, and see who the next send reaches. Smart Updates guide.
Customer requestsReview the other requests the assistant recorded (callbacks, quotes, information) and the details collected for your team. Booking requests are handled on Appointments, order requests on Orders to approve and complaints on Complaints & resolutions.
Orders to approveReview submitted carts, contact customers, adjust requests where allowed and record a decision. The customer is told the decision automatically; a confirmed request is not payment or fulfilment, and payment is arranged manually by your team.
AppointmentsUse the internal calendar, confirm or decline requests (the customer is told automatically) and open Booking setup for services, providers, hours and booking rules. Appointments guide.
Analytics and answer quality
Feature traffic on Analytics shows which parts of the product your workspace used over the selected period, how often and with what outcome, alongside your most used capabilities, channels, console pages and documents. Each feature carries a status: healthy, quiet (less use than usual, not necessarily a problem), silent (no use in the last 24 hours despite recent activity) or needs attention (a platform check on that feature has tripped). It counts activity only and holds no message content.
Analytics reports operational results. Assistant → Answer quality holds reuse and memory consent, approved answers, cache settings, escalation insights and improvements. Availability varies by feature and platform policy; consent alone does not turn on an unavailable feature. Review proposals before they influence customers.
Workspace and account
SettingsChannels & routing, Web widget, Customer access and Escalation alerts. The workspace name (owner-only) and your own sign-in email live under Account. The welcome message and physical locations live under Assistant; order-lookup integration settings live under Developers.
TeamMembers, invitations, Roles & access and access history, subject to your team permissions.
Demo linksShared-channel links and QR codes where available. Try a demo link.
DevelopersAPI credentials, environment access and supported order-lookup integration configuration. API guide.
Plan & usageYour usage this period, your current plan and card, cancelling, payments and credit. The plan picker opens on the plan you have and won't take a second payment for it; paying for another plan, or replacing your card, starts a new period that day and returns the unused days of the old one as account credit. A payment we received but couldn't apply shows as being checked, and nothing more can be paid until our team settles it. Where online payment isn't available, you can send a plan request from the same page.
PrivacyCustomer data exports, erasure and privacy request history. Privacy tooling.
AccountYour profile, password, MFA, sessions, and deleting your own account.