Agent Tutorial

Step-by-step workflows for human agents working inside the Ready1Go Agent Portal. Covers everything from signing in for the first time to closing a resolved conversation and everything in between.

Role: Agent Portal: /agent/ 12 Workflows

First Login & Orientation

🚀 Sign In for the First Time
Your admin will have emailed you an invite link. Use it to set your password and access the agent portal.
Goal: get into the agent dashboard and understand the layout
1
Open your invite email /agent/login.html
Click the Accept Invitation link. You'll be taken to a password-setup screen. Choose a strong password (12+ characters) and confirm it.
2
Log in with your email + new password
You'll land on the Agent Dashboard. The layout has three zones:
  • Left sidebar — navigation: Queue, My Chats, All Chats, Contacts, Profile
  • Centre panel — conversation list for the active section
  • Right panel — open conversation: messages, input, and action buttons
3
Familiarise yourself with the header
The top bar shows your avatar, your current status badge (green = Online), a notification bell, and a settings cog. Your name and team appear below the avatar when you hover.
💡 Bookmark /agent/ directly — it auto-redirects to the dashboard when you're already logged in.

Set Your Availability

🟢 Change Your Status
Your availability status determines whether new conversations from the queue can be assigned to you.
Goal: mark yourself Online before your shift, Away on a break, Offline at end of day
1
Click the status badge in the top bar /agent/
A small dropdown appears with three options: Online, Away, and Offline.
2
Select the appropriate status
  • Online — you are available; the queue will assign conversations to you up to your configured concurrency limit.
  • Away — you are temporarily unavailable; no new conversations will be auto-assigned, but you can still reply to your existing open chats.
  • Offline — you are off shift; all your open conversations may be redistributed depending on admin settings.
⚠️ If you close the browser tab without setting yourself Offline, your status may remain Online until the session expires. Always set Offline before finishing your shift.

Claim a Conversation

📥 Pick Up a Waiting Conversation
Conversations that the AI bot cannot resolve, or ones explicitly routed to a human, land in the Queue. You claim them here.
Goal: move a conversation from Queue to your active caseload
1
Go to Queue /agent/ → Queue
The centre panel lists all unassigned conversations. Each row shows the customer's name/number, the last message preview, how long it has been waiting, and the assigned flow tag if any.
2
Click a conversation row to preview it
The right panel loads the full message history so you can decide if this conversation matches your expertise before claiming it.
3
Click Claim
The conversation moves to your My Chats list and disappears from the shared queue. Your name now appears as the assigned agent on all admin views. The customer is not notified of the handover.
ℹ️ Admins can also assign conversations directly to you. Those bypass the queue and arrive straight in My Chats with an Assigned tag.

Read History & AI Context

📖 Understand What Happened Before You Joined
Every conversation has a full transcript including AI bot turns, citations, and any previous agent notes.
Goal: get up to speed without asking the customer to repeat themselves
1
Scroll to the top of the message thread
The conversation starts at the very first message. Bot messages are shown with a bot icon. Agent messages have your team's avatar. Customer messages sit on the left side of the thread.
2
Check AI citations on bot messages
Bot replies that came from the knowledge base have a small 📎 Source chip beneath them. Click it to expand the source document excerpt — this tells you what the bot was working from and why it might have escalated.
3
Read any internal notes left by previous agents
Internal notes appear with a yellow background and a lock icon. They are never visible to the customer. They contain handover context, follow-up reminders, or escalation reasons.
4
Check the contact panel on the right
The right panel sidebar (toggle with the ⓘ button) shows the customer's contact record: name, WhatsApp number, tags, previous conversation count, and any custom attributes your admin configured.
💡 Use Ctrl+F / Cmd+F in the browser to search within a long conversation thread for a specific keyword or order number.

Reply to a Customer

✉️ Send a Message
Compose and send a WhatsApp message to the customer directly from the conversation view.
Goal: deliver a helpful, accurate reply that moves the issue toward resolution
1
Click inside the message input box at the bottom /agent/ → My Chats → open chat
The input supports plain text and basic formatting. WhatsApp renders *bold*, _italic_, ~strikethrough~, and ```monospace```.
2
Type your reply
Keep messages concise — WhatsApp users prefer short, to-the-point messages. If you need to share a long explanation, break it into 2–3 separate messages rather than one wall of text.
3
Press Enter or click Send
The message appears in the thread with a Sending status that flips to a double tick once WhatsApp confirms delivery. A single tick means it reached the WhatsApp server; a blue double tick means the customer has read it.
4
Attach a file if needed
Click the 📎 paperclip icon to attach an image, PDF, or document. WhatsApp supports JPEG, PNG, PDF, DOCX, and XLSX up to 16 MB. A preview thumbnail will appear before you send.
⚠️ WhatsApp's 24-hour session window: you can only send free-form messages within 24 hours of the customer's last message. Outside this window, use a pre-approved campaign template instead.

Use Quick Replies

⚡ Insert a Saved Response
Quick replies are pre-written message snippets your admin has saved. Use them to respond to common questions instantly and consistently.
Goal: send an accurate standard response in under 5 seconds
1
Type / in the message input box
A searchable quick-reply picker appears above the input. It shows all saved replies available to your account.
2
Type a keyword to filter the list
For example, type /refund to see all replies tagged with "refund". Matches are shown by title and a preview of the first line of the content.
3
Click the reply or press Tab to insert it
The full text populates the input box. You can edit it before sending — personalise the customer's name, order number, or other details as needed.
4
Review and press Send
Always read the populated text before sending to confirm it is relevant to this specific conversation.
💡 If a quick reply you need doesn't exist, ask your admin to add it via the Bot Config → Quick Replies tab. You can also suggest the wording.

Use AI Assist

🤖 Let AI Draft a Reply for You
AI Assist analyses the conversation context and your knowledge base to generate a suggested reply. You review and edit before sending — you are always in control.
Goal: get a quality first draft in seconds, especially for complex or technical questions
1
Click the ✨ AI Assist button next to the input box
The AI reads the last several messages for context and searches the knowledge base for relevant information. This takes 2–5 seconds.
2
Read the suggested reply in the preview panel
The suggestion appears above the input box with source citations showing which knowledge base documents were used. Verify the citations are relevant before proceeding.
3
Click Use This to copy it to the input, or Regenerate for a different draft
Once it's in the input box, edit as needed — add the customer's name, correct any inaccuracies, or trim unnecessary content.
4
Send as normal
The message sends from your agent account. The conversation log shows it as an agent reply, not a bot message.
⚠️ AI Assist can be wrong. Never send an AI-generated reply without reading it. You are responsible for what you send.

Add Internal Notes

🔒 Leave a Note for Your Team
Internal notes are private messages visible only to agents and admins — never the customer. Use them to document context, flag issues, or hand off a conversation.
Goal: capture context so any agent picking this up later can continue without confusion
1
Switch to Note mode message input area
Click the Note tab above the input box (next to the Reply tab). The input box background turns yellow to remind you this is a private note.
2
Type your note
Good notes include: the issue the customer raised, what you tried, what is pending, and any follow-up action required. For example: "Customer claims refund not received for order #4421. Escalating to billing. Follow up by Friday."
3
Click Add Note
The note appears in the thread with a yellow background and a lock icon. A timestamp and your name are recorded automatically.
💡 Use @ mentions inside notes (e.g. @sarah) to notify a specific team member. They'll receive a notification badge in their agent portal.

Transfer a Conversation

🔄 Hand Off to Another Agent or Team
Transfer when the customer needs specialist help you cannot provide, or when your shift is ending and conversations need to be reassigned.
Goal: move the conversation to the right person with zero information loss
1
Write a handover note first Note tab
Before transferring, add an internal note summarising the issue and what you've already tried. The receiving agent will see this immediately.
2
Click the ⋯ More menu on the conversation top-right of conversation panel
A dropdown appears with options: Transfer, Snooze, Add Label, and Close.
3
Select Transfer
A modal appears. Choose Agent to assign to a specific person, or Team to place it in a team queue. Type to search by name.
4
Click Confirm Transfer
The conversation moves out of your My Chats. The receiving agent receives a notification. The customer is not notified of the transfer.
ℹ️ If you transfer to a team rather than a specific agent, the conversation enters that team's queue and waits for the next available agent to claim it.

Close a Conversation

✅ Resolve and Close
Close a conversation once the customer's issue is fully resolved. Closed conversations are archived and may trigger a CSAT survey.
Goal: cleanly close a resolved conversation so it leaves your active caseload
1
Confirm the issue is resolved
Send a closing message to the customer — something like "Happy to help! Let us know if there's anything else you need." Wait a moment to make sure they don't follow up immediately.
2
Click the ✓ Close button top-right of conversation panel
The conversation status changes to Resolved and is removed from your My Chats active list. If your admin has configured CSAT, an automated survey message is sent to the customer via WhatsApp.
3
Add a close label (optional)
If prompted, select a resolution label such as resolved-refund, resolved-info, or resolved-technical. Labels help with reporting and trend analysis.
💡 If a customer messages again after closure, the conversation automatically re-opens and returns to your queue — you don't need to create a new one manually.
⚠️ Do not close a conversation if you are still waiting for information from the customer or a third party. Use the Snooze option instead — it temporarily hides the conversation and brings it back at a time you set.

Working the Queue

📋 Manage Your Incoming Caseload
The Queue shows all conversations waiting to be claimed. Understanding how to prioritise it helps you respond to the most urgent cases first.
Goal: work through the queue efficiently, prioritising by wait time and urgency
1
Sort the queue by wait time Queue → Sort dropdown
Default sort is oldest first. Conversations waiting more than 5 minutes show an amber timer; more than 15 minutes show a red timer. Prioritise red-timer conversations.
2
Use the filter bar to find conversations by tag or channel
If your business has multiple WhatsApp numbers or departments, filter by Number or Label to see only the conversations relevant to your role.
3
Claim one conversation at a time
Open, read, and claim before moving to the next. Claiming multiple conversations without opening them is discouraged — the customer may have been waiting and a delayed first reply harms satisfaction scores.

Managing Multiple Chats

🗂️ Juggle Several Open Conversations
Your admin sets a concurrency limit (e.g. 5 simultaneous chats). Here's how to stay organised when you have several open at once.
Goal: keep all open conversations progressing without letting any slip
1
Use the My Chats list as your work tray My Chats
Each row shows the conversation's last message time. Conversations with a new customer message since you last replied appear with a bold unread indicator. Always reply to unread conversations first.
2
Watch for the notification bell
A number badge on the bell icon tells you how many conversations have new customer messages waiting. Click the bell to see a quick list and jump directly to any of them.
3
Snooze conversations that are waiting on the customer
If you're waiting for the customer to reply or provide information, snooze the conversation (⋯ → Snooze). Set a snooze duration. This moves it out of your active list and brings it back automatically when it wakes up or when the customer replies.
4
Close or transfer conversations you cannot progress
Do not let unresolvable conversations sit open in your list indefinitely. Either escalate (transfer) or close with an appropriate note explaining the situation.
💡 Use keyboard shortcuts to speed up navigation: J / K to move between conversations in the list, R to focus the reply input, N to switch to note mode.

Supervisor View

👁️ Monitor All Active Conversations (Lead Agents)
If your admin has given you lead-agent or supervisor access, you can view the full queue across all agents — not just your own — and assist where needed.
Goal: keep the team's overall queue healthy, redistribute load, and jump in on escalations
1
Go to All Chats /agent/ → All Chats
This view shows every open conversation across the team. You can filter by agent, status (Open / Snoozed / Pending), label, or WhatsApp number.
2
Identify overloaded or idle agents
Filter by agent to see conversation counts. If one agent has 8 open chats and another has 2, reassign some via the Transfer option.
3
Jump into any conversation to reply or add a note
As a supervisor you can open any conversation, read the thread, add an internal note, reply, or reassign — even if assigned to another agent. Use this for escalations or quality coaching.
4
Watch queue wait times
Sort the unassigned queue by wait time. If conversations are sitting more than 10 minutes, assign them directly to an available agent rather than leaving them to be claimed.
ℹ️ The All Chats view is only visible if your admin has granted you supervisor-level access. Standard agents only see My Chats and the shared Queue.
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