Agent console

#Availability and offers

Set your status to Online, Away or Offline. The console shows your current chats against your limit and, if you are not receiving conversations, why (away, outside working hours, at capacity and so on).

When a conversation is offered to you, Accept / Decline appear with a countdown; an offer not accepted in time moves to the next eligible agent. On the Profile page you can set your working hours (time zone, start and end per day) and choose to receive offers only within them. Telegram linking is there too; see Telegram bridge.

#Inbox and views

The views in the left column group conversations:

Search looks in message text, player ids and conversation ids (at least 2 characters). You can filter by department, website, agent, tag and date range, and narrow down with the AI handling, Waiting for human, Waiting for approval and Waiting for operator chips. The list shows unread counts and waiting times. Alt + ↑/↓ moves between conversations.

#Taking over a conversation

Actions in the conversation header:

• Take over from AI / Take over / Assign to me: you take the conversation.
• Pause AI and Return to AI: stop the AI from answering in this conversation, or hand it back.
• Close and Reopen. After closing, the visitor can be asked for a satisfaction rating (depending on the widget settings).

To reply in a conversation another agent owns you must take it over first; people with the manage permission, such as Supervisors, can write directly.

#Replies and internal notes

The composer has two modes: Reply goes to the visitor, Internal note is seen by staff only. Enter sends, Shift + Enter adds a new line, and Attach sends a file.

#Saved replies

Type / at the start of a reply or click Saved replies. The picker searches title, shortcut and text; choose with ↑/↓, insert with Enter, close with Esc. Placeholders (agent name, verified player id, website) fill in automatically; any that cannot be filled are highlighted and must be completed before sending.

Create new ones on the Saved replies page: title, shortcut (lower-case letters, digits, - and _), text, language (any/TR/EN), department and Share with the team. Personal replies are visible only to you; shared ones are managed by people with conversations:manage, and sharing cannot be changed after creation. The list shows usage counts.

#Details, transfers and tags

The details panel on the right has:

• the visitor, the player (verified or not) and the satisfaction rating;
• the department and Move (to another department; needs conversations:manage);
• tags (comma separated, Save);
• Transfer: hands the conversation to another agent;
• transcript download as .txt or JSON (with notes); downloads are recorded in the audit log.

#Player panel and bonuses

With players:read and a verified player, live data from your operator API appears: profile, status, VIP, KYC, wallet balances, recent deposits, withdrawals and bonuses, and restrictions such as self-exclusion. Refresh fetches current data.

In the bonus section you can offer a bonus from the active campaigns (actions:request; verified players only). The request goes through the action policy and the player confirms in the chat. For requests that need approval, people with actions:approve choose Approve or Reject with an optional note; nobody can decide on their own request. Details: Operator API.

#Visitors

The Visitors page lists the visitors currently on your sites, live. Filter by URL, website, country, device, channel, active/idle, new/returning, in chat or not, and identified/anonymous. Opening a visitor shows the session, source, linked players, conversations (with a link to open them in the inbox) and a journey timeline of page views, widget opens, proactive triggers, identity and consent events.