⚠️ IMPORTANT: This functionality is currently in Beta and its availability will be progressive.
As a supervisor or administrator, your responsibility is not just to observe metrics, but to ensure that the operation runs in real time. There are moments 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 this in a controlled, safe way 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 team flow.
💡 Important: Acting as an agent is not responding for them, it is seeing their operational reality.
📍 Where to find the "Act as agent" button?
In the Conversations V3 Inbox, you will find the Act as agent button in the upper left of the inbox panel.
This button only appears 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 work to act as an agent?
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 they belong to.
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 click it:
A loading screen is displayed.
The system redirects you to the agent's exact view.
👀 What do you see when acting as an agent?
Once inside, you will see:
The conversations assigned to the agent.
The inboxes, views, and filters exactly as the agent has configured them.
The real order and status of their 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 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's view.
👤 Who can use this functionality?
✅ Supervisors ✅ Administrators
Scope by role
Supervisors: can only see agents and groups they are assigned to.
Administrators: can see all active agents and groups in the company.
🧠 Best practices for supervision
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 warning lights turn red.