IMPORTANT: This functionality is currently in Beta and its availability will be progressive.
As a supervisor or administrator, your responsibility is not only to observe metrics, but to ensure that the operation works in real time. There are times when you need to see exactly what an advisor sees: their conversations, their workload, and their context.
The Act as Agent functionality allows you to do so in a controlled, secure manner without directly intervening in the advisor's account.
🎯 What is acting as an agent for?
This view is designed for active supervision and immediate support. It allows you to:
See conversations exactly as an agent sees them.
Detect blockages, errors or overload in real time.
Provide immediate support without asking for screenshots or explanations.
Accompany new or training agents.
Audit the operation without interrupting the team's flow.
💡 Important: Acting as an agent is not about answering for them, it is about seeing their operational reality.
📍 Where can I find the "Act as Agent" button?
In the V3 Conversation Inbox, you'll find the Act as agent button in the upper left of the side panel of inboxes.
This button is only displayed within the Conversations module.
When activated, the button text changes to "Stop Acting".
This ensures that you always have clarity on whether or not you are acting as an agent.
🧭 How does the flow for acting as an agent work?
1️⃣ Open the modal: When you click on Act as agent, a modal will open where you can select:
Group
Agent
2️⃣ Select group
The group selector shows only active groups.
In the case of supervisors, they will only see the groups to which they belong.
Administrators can see all active groups.
3️⃣ Select agent
Shows active agents, regardless of their status (available, busy, etc.).
The list is filtered according to the selected group.
Includes search and alphabetical order.
4️⃣ Confirm action The Act button is enabled only when:
A group is selected.
An agent is selected.
When you press it:
A loading screen is displayed.
The system redirects you to the exact view of the agent.
👀 What do you see when you are acting as an agent?
Once inside, you will see:
Conversations assigned to the agent.
The inboxes, views and filters as configured by the agent.
The order and real status of your inbox.
This allows you to understand:
What the agent is prioritizing.
Which conversations are at risk.
If there are bottlenecks or overload.
🔒 Exit acting as an agent
When you finish the supervision:
Click on Stop acting (same button).
You will see a loading screen.
You will automatically return to your inbox as supervisor / administrator.
⚠️ Important note: While you are acting as an agent you will not be able to log out. To do so, you must first exit the agent view.
👤 Who can use this feature?
✅ Supervisors ✅ Administrators
Scope by role
Supervisors: can only see agents and groups to which they are assigned.
Administrators: can see all active agents and groups in the company.
🧠 Best supervision practices
Use this view to support, not to control.
Focus on detecting patterns, not isolated errors.
Accompany new agents during their first shifts.
Act before the traffic lights turn red.