Entities and records
Browsing the people, accounts or assets your organization tracks, and starting work on one.
The Entities tab
The tab adapts to how your organization is set up. If there is only one entity type, it skips the type list and shows that entity's records directly, under the entity's own name. If there are several, it opens on a searchable Browse by type list and you pick one.
Two layouts
The section header toggles between a grid and a compact row list, and your choice is remembered.
Press and hold a card in the grid to peek at it: the card enlarges, showing how many records you can see, the name and the description. Let go and it closes.
The record list
Records are grouped alphabetically with an A to Z rail down the right side you can drag to jump, which matters once a list runs to hundreds of rows. There is a search box at the top, and each row shows the record's photo and a line of description.
Different entity types keep their label in different fields, so what shows as the name of a record depends on how that entity was defined in the console.
The list holds the records you have been granted, which may not be all of them. See Who can see a record.
The record screen
This is the launchpad for field work. At the top, the record's photo, its name and its entity type. Under that, three buttons:
| Button | What happens |
|---|---|
| Call | A live voice call with an agent, with a transcript |
| Chat | A text chat with an agent |
| Voice Note | A recording with no agent listening |
Below the buttons are the ten most recent sessions on this record, so you can read what happened last time before you start.
Picking an agent
Call and Chat ask which agent to use, and only offer published agents attached to this record's entity type. If exactly one qualifies it is already selected. The Call dialog also offers Schedule as a second option if you want the session later rather than now.
Voice Note goes straight to the recorder when there is one candidate agent or none. If there are several, it asks which agent the note is for, since the note will be filed against that agent once it is analysed.
Scheduling for later
Schedule asks for a date and time and keeps the agent and record you already chose. Scheduled sessions show up in two places: a card at the top of History when nothing is filtered, and a screen of their own listing them grouped by day with the record each one is about.
Records remember you
Opening a record, or starting anything from it, moves it up the shortcuts on Home. See Favorites and recents.