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Open Agents and click an agent to reach its Overview. It shows what’s live, how the last 7 days went and what’s left to do. The row of sections above it links to every other part of the agent. It has no settings of its own apart from the setup checklist. Deleting the agent is under Settings.

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Sections

Every page inside an agent shows the same row of sections under the agent’s name. Each setting lives in exactly one of them: Some settings aren’t where you might expect them. The voice and the phone greeting are under Channels › Phone, not Instructions. The transfer number is under Handoff, not Channels › Phone. The bottom of each section has a Looking for something else? list that links to settings people often look for there but which live elsewhere. Where settings live has the full list. To jump straight to any setting, press ⌘K (Ctrl+K on Windows), or click Find a setting on the Overview, and type what you want to change, such as “voice”, “hours” or “colour”. Preview sits at the top of every page inside the agent. It opens a panel with a Chat tab and a Call tab, so you can try the saved agent beside whatever you are changing. The call works whether or not the phone channel is on: it calls the agent from your browser. See test your agent.

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The setup checklist

Until setup is finished, the Overview opens with a card titled Finish setting up, followed by the agent’s name. Each line is checked against what Wiredesk can actually see. You don’t tick them yourself. Each unfinished line has a Set up link to the page where you finish it, and a How this works link to the help article for it. The card’s description shows how many required lines are done. Optional lines aren’t counted and never hold the card open. The card disappears for good once every required line is done.

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Mark done and Hide

Sometimes Wiredesk can’t see that a step is finished. A common case is a snippet installed through a setup it can’t detect. For those:
  • Mark done ticks a line by hand. The line then reads “Marked done by you” and offers Undo.
  • Hide removes the whole card from the Overview. A line reading “Setup checklist hidden.” takes its place, with Show it again to bring the card back.
What Wiredesk can detect always wins. A line it can see is done stays done, and has no Mark done or Undo button. Marking a line done can only finish a step, never reopen one. Owners and admins can mark lines done and hide the checklist. The checklist appears only on the agent’s own Overview, not on the dashboard.

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Where it answers

Below the checklist, four tiles show Chat, Phone, Email and WhatsApp. Each carries a pill reading Live, Needs setup, Demo line or Off, and shows one detail:
  • Chat: “On” and the site the widget is on, or “Not installed yet”.
  • Phone: the agent’s numbers, or “No number attached”. On a plan with no number of its own, “For trying it, not for customers” or “No number on this plan”.
  • Email: the agent’s address, or “No address yet”.
  • WhatsApp: the connected number, or “Not connected”.
Live means the channel is switched on and a customer can reach it. Needs setup means it is switched on but the snippet, number or connection is still missing. Demo line is the phone on a plan with no number of its own, answering only on the shared demo line. Off means the channel is switched off; the detail still shows where it would answer, or what is missing. Click a tile to open that channel’s page. See channels.

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Last 7 days

Next, a row of four tiles shows how the last 7 days went, compared with the 7 days before. Your own browser test calls are left out. Open analytics, beside the heading, opens Analytics for this agent. When there were no conversations in the last 7 days and none in the 7 before, one card takes the place of the tiles, with a Try it in Preview button.

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Unanswered questions

Once there are questions the agent couldn’t answer, an Unanswered questions card lists the three most asked that are still open, with how many times and how many ways each was asked. Answer them opens Knowledge › Unanswered. See unanswered questions.

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At a glance

Under At a glance, there’s a card for Knowledge and a card for Actions, each saying what the section is for. Click one to open it. Each card also shows a status line: Find a setting, beside the heading, opens ⌘K, which searches every setting on the agent.