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The Dashboard is the first page you see after signing in. It reports on every agent in your workspace for the current month: how much they answered, where conversations came from, who needs a person, and what happened most recently. Nothing on it needs setting up. It fills in as conversations arrive.

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Before your first agent

With no agents yet, the dashboard shows a single Build your first agent card instead of empty charts. It has three buttons: After you finish building an agent, the dashboard opens with a “Your agent is ready” card. It has buttons to open the agent, try it in chat or on a call, or go straight to its Instructions, Knowledge or Channels page. The card only appears at the end of that flow.

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Usage this month

Four tiles along the top count usage since the first day of the current month. The fourth tile depends on where you are in the month:
  • Within your plan’s included usage, it shows the percentage used and roughly how many replies or voice minutes are left.
  • Past it, on a plan with a monthly limit, it shows the estimated amount beyond your plan against your monthly limit, at list rates. Click the limit amount to change it. See Spend cap.
  • On Free with no card, once the free usage runs out, it reads Used up. The agent has stopped answering billable conversations until you add a card or pick a plan.
The amounts are estimates worked out from the counts above. Your invoice is on the Billing page. Every member of the workspace sees the plan usage tile and the Billing card, for the workspace they belong to. Money is the owner’s alone, as on the Billing page: admins and people with the Agent role see the percentage of the included usage, or of the monthly limit once past the plan, but no dollar amounts, no way to change the limit, and no link to Billing and invoices.

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Conversation volume and channel mix

  • Conversation volume shows this month’s conversations per day, by channel.
  • Channel mix shows how this month’s conversations split between Chat, Phone, Email and Browser voice, with the total.
For longer ranges and outcome charts, use Analytics.

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Needs you

Needs you is the dashboard’s to-do list. It shows the six newest items from the Needs you tab of the Inbox, newest first, and the line under its title counts everything that is open, e.g. “9 open items”. It holds two kinds of item, and each one links to the conversation. People waiting for a person (website chat only). Chats where:
  • a visitor asked for a person in the last 24 hours and nobody has joined yet, e.g. “Web visitor is waiting for a person” or “has asked 3 times for a person”
  • a request in the last 24 hours timed out with nobody joining: “Nobody reached … in time”
  • someone on your team is in a chat that is still live: “You’re in this chat with …”
Messages the agent took for you. Unread messages, each showing who it is from, what they said, and Reach back at with the contact they left. Click the tick (Mark as read) to clear one. Clicking the row opens the transcript and leaves the message unread. Everything waiting on you → opens the Inbox on Needs you, which lists every open item, not only the newest six.
The Inbox’s Needs you tab lists the same items in full, and the count beside Inbox in the sidebar is the number of them. Each message the agent took also appears on its conversation page and on the contact’s page.

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Billing

A one-line summary of where you stand against your plan this month. The workspace owner also gets a link to Billing and invoices →; everyone else sees that the owner manages the plan, the card and the limit. See Billing.

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Recent conversations

The eight latest chats, calls and emails, with these columns: View all opens Conversations.

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Search and jump (⌘K)

The Search… box in the header of every signed-in page opens a command menu. Press ⌘K on a Mac or Ctrl+K elsewhere to open it from the keyboard. Type to jump to:
  • Navigate: Dashboard, Agents, Conversations, Inbox, Analytics, Contacts, Inbox — Leads, Inbox — Extra fields, and Talk to the demo agent
  • Create: New agent — from your website or New agent — manual setup
  • Account: Help centre, Billing and invoices, Settings
While you are on an agent’s pages, the menu also lists that agent’s sections. Once you type, it lists every one of the agent’s settings too, so typing “voice” or “business hours” takes you straight to that field. Each word you type has to match the start of a word in the item’s name or description.