# Digital Workspace

The **Digital Workspace** is the central customer service environment. Here you manage real-time conversations, access customer information, use sending tools, and integrate external applications — all on a single screen.

See the path and how to start the service day in **Figure 1** below:

<figure><img src="/files/9cfdb09578ee245337ecf79376416709283f8923" alt=""><figcaption></figcaption></figure>

<p align="center"><sup><strong>Figure 1:</strong> Path to Digital Workspace / Starting the workday.</sup></p>

> Attention: Click the power on/off icon (<img src="/files/76d352a8efc41d50505b994592049b75d20aa851" alt="" data-size="line"> / <img src="/files/64812863485544672e4516e89d10cd53a0ac5631" alt="" data-size="line">) to start the workday and enable viewing and interacting with service requests.
>
> If you do this and the service queue does not appear, notify your manager to check in [**Queue Control**](/tato-docs-en/platform/support/digital-support/queue-control.md) whether there are service requests in the queue waiting.
>
> Or in [**Link User to Department**](/tato-docs-en/platform/support/digital-support/registration/link-user-to-department.md) whether you are linked to any department.

***

## Interface Overview

The main screen is divided into three major areas:

<figure><img src="/files/1f8166e55472ffa56ccfc00ddb56cb2ad06d3384" alt=""><figcaption></figcaption></figure>

<p align="center"><sup><strong>Figure 2:</strong> Main Screen.</sup></p>

1. **Service List -** Left-side panel with **active services**, **agent settings**, **power on/off** service day and other status icons may appear, such as **break**. Displays protocol, department, and wait time in real time.
2. **Chat Window -** Central area where message exchange takes place. Contains the full history, typing field, and sending tools.
3. **Details / Apps Panel -** Right-side panel with customer information and access to integrated applications.

***

## Service Panel

<figure><img src="/files/963b3dd7aa630004a56b9d992a2b10a884e037e9" alt=""><figcaption></figcaption></figure>

<p align="center"><sup><strong>Figure 3:</strong> Main Screen - Service Panel.</sup></p>

During an active service, the agent views the full conversation in the central window. Agent messages appear in blue (right) and customer messages in gray (left), identified by avatars with the first letter of the name.

In the conversation header, the following are available:

* **Protocol** — unique service identifier.
* **Complete Button** — ends the active service, and contains an optional field for notes.
* **Menu `···`** — additional options such as transferring or forwarding the service, among others.
* **Timer** — shown in the side list, indicating how long the conversation has been open.

***

## Service Options Menu (`···`)

Accessed via the three-dot button **`···`** in the upper-right corner of the chat window. It brings together advanced actions for the ongoing service. See in **Figure 4** below:

<figure><img src="/files/6b3d1127b9e50c035b1295053b73ae76db51510b" alt=""><figcaption></figcaption></figure>

<p align="center"><sup><strong>Figure 4:</strong> Service Options Menu.</sup></p>

| Action                            | Description                                                                                                                                                                                                                                                                  |
| --------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Download**                      | Downloads the full conversation history as a PDF or ZIP file.                                                                                                                                                                                                                |
| **Transfer Service**              | Transfers the service to another agent or department.                                                                                                                                                                                                                        |
| **Insert Additional Information** | Allows adding extra information fields to the service, complementing the data collected in the initial flow. They are registered in [**Additional Information**](/tato-docs-en/platform/support/digital-support/registration/additional-information.md), in Digital Service. |
| **Insert Tag**                    | Adds a tag to the service for categorization and easier later search. They are registered in [**Tags**](/tato-docs-en/platform/support/digital-support/registration/tags.md), in Digital Service.                                                                            |
| **Insert Note**                   | Records an internal note in the service, visible only to agents.                                                                                                                                                                                                             |
| **View Notes**                    | Displays all internal notes recorded in the service.                                                                                                                                                                                                                         |
| **View Conversation**             | Opens a complete, clean view of the service message history, with the option to download it as a PDF.                                                                                                                                                                        |
| **Search Ticket**                 | Searches for an existing ticket to associate with the ongoing service.                                                                                                                                                                                                       |
| **Create Ticket**                 | Creates a new ticket linked to the service, for request tracking and follow-up.                                                                                                                                                                                              |
| **Related Services**              | Displays other services linked to the same customer or protocol, making the history easier to contextualize.                                                                                                                                                                 |
| **Document Submissions**          | Accesses documents sent by the customer during the service.                                                                                                                                                                                                                  |
| **Tabulation**                    | Records the classification/categorization of the service at the end of the conversation. Tabulations are configured in the section **Power >** [**Tab**](/tato-docs-en/platform/power/tab.md).                                                                               |
| **Pause Service**                 | Temporarily pauses the service without ending it. Useful when the agent needs to wait for an internal resolution.                                                                                                                                                            |
| **Cancel Service**                | Cancels the ongoing service. It has a selection field for the cancellation reason and two note fields: one internal and one for the customer. Action highlighted in <mark style="color:$danger;">red</mark> because it is **irreversible**.                                  |
| **Customer does not respond**     | Ends the service due to customer inactivity. It has an internal note field. Also highlighted in <mark style="color:$danger;">red</mark>, indicating **permanent**.                                                                                                           |

***

## Agent Settings

Accessed via the **gear (⚙) icon** in the left sidebar. Opens a modal with the following options:

<figure><img src="/files/3e030d64b8d841b0364da6e274370cbdd7c27567" alt=""><figcaption></figcaption></figure>

<p align="center"><sup><strong>Figure 5:</strong> Settings Menu.</sup></p>

### Start Break

<figure><img src="/files/63bbc45cd3359b796ceed39d7f2d73868df3184f" alt=""><figcaption></figcaption></figure>

<p align="center"><sup><strong>Figure 6:</strong> Start Break.</sup></p>

Records an agent break. When clicked, a modal asks you to select the reason: **Bathroom, Meeting,**  among others available. When a break starts, an icon (<img src="/files/6ef1d335e97c684ba2f1187b87a5e962b212c4d4" alt="" data-size="line">) remains in the left-side menu until the break is ended.

### My Permissions

Displays the permissions granted to the user on the platform.

<figure><img src="/files/e7b02934a4b92c1f5769f8b93f8d3175936968ad" alt=""><figcaption></figcaption></figure>

<p align="center"><sup><strong>Figure 7:</strong> My permissions.</sup></p>

### My Information

<figure><img src="/files/142a7bd9f09cfd7951e00c92d579f013d87b8f4d" alt=""><figcaption></figcaption></figure>

<p align="center"><sup><strong>Figure 8:</strong> My permissions.</sup></p>

Displays the agent's workday summary:

* **Start of service day** — clock-in and clock-out time.
* **Departments** — list of departments linked to the agent.
* **Breaks** — record of all breaks of the day with start and return time.

### Search Protocol

<figure><img src="/files/9c975e8b47ef84d37cd468e598da7fb9e9b0e204" alt=""><figcaption></figcaption></figure>

<p align="center"><sup><strong>Figure 9:</strong> Search Protocol.</sup></p>

Search field to find any service by protocol number. The result shows:

* **Protocol** — full number.
* **Platform** — e.g.: `Digital Service`.
* **Status** — `Completed` or `Open`.
* **Department** — responsible department, e.g.: `N1 Support`.

### WhatsApp

Opens the one-off sending modal for WhatsApp templates, with the same functionality available in the **Marketing (**[**Campaigns**](/tato-docs-en/platform/marketing/campaigns/campaigns.md)**)**.

<figure><img src="/files/001e427a20665a0a46c2d642a8a13f832a3e0203" alt=""><figcaption></figcaption></figure>

<p align="center"><sup><strong>Figure 10:</strong> One-off WhatsApp send.</sup></p>

### SMS

Opens the one-off sending modal for SMS templates, with the same functionality available in the **Marketing** **(**[**Campaigns**](/tato-docs-en/platform/marketing/campaigns/campaigns.md)**)**.

<figure><img src="/files/787cbea9ce94c270c15d095f9362fb8a6ffbb9c4" alt=""><figcaption></figcaption></figure>

<p align="center"><sup><strong>Figure 11:</strong> One-off SMS send.</sup></p>

### One-off Notifications

Displays the history of one-off sends made via **WhatsApp, SMS, and E-mail**. The table shows:

<figure><img src="/files/22a52c69113293456300ad487171f3d9762a551d" alt=""><figcaption></figcaption></figure>

<p align="center"><sup><strong>Figure 12:</strong> One-off Notifications.</sup></p>

### Enable Notifications

Turns the Digital Service sound and visual notifications in the browser on or off.

<figure><img src="/files/03edaaf94353608a7f1be5ec4b565b0ae065794b" alt=""><figcaption></figcaption></figure>

<p align="center"><sup><strong>Figure 13:</strong> Enable Notifications.</sup></p>

***

## Sending Tools

Accessed via the **gear (⚙) icon** next to the **Send**button, in the chat footer.

<figure><img src="/files/213e65fcee5620d272de3ed3ed4f0fdae2a06e51" alt=""><figcaption></figcaption></figure>

<p align="center"><sup><strong>Figure 14:</strong> Sending Tools.</sup></p>

### Send Audio

<figure><img src="/files/93675e73a61ca9549f558ea9635c8b2318cec6db" alt=""><figcaption></figcaption></figure>

<p align="center"><sup><strong>Figure 15:</strong> Send Audio.</sup></p>

Allows you to record and send a voice message directly to the customer.

### Expand Chat

<figure><img src="/files/a8024fbfd4a1c4a7ec1464a776a5e4b7f629b92b" alt=""><figcaption></figcaption></figure>

<p align="center"><sup><strong>Figure 16:</strong> Expand Chat.</sup></p>

Expands the chat window for a larger view. Useful for typing long messages more comfortably and better viewing the conversation content.

### Send Attachments

<figure><img src="/files/29f91f1f6974e76964f350c54a275eea9064c3bf" alt=""><figcaption></figcaption></figure>

<p align="center"><sup><strong>Figure 17:</strong> Send Attachments.</sup></p>

Sends files to the customer (documents, images, PDFs, etc.) directly in the conversation.

### Automatic Message

<figure><img src="/files/90a80a34c145956141b25b3f0140eb735f337bce" alt=""><figcaption></figcaption></figure>

<p align="center"><sup><strong>Figure 18:</strong> Automatic Message.</sup></p>

Opens a modal with pre-registered messages, organized by category (e.g.: *Closing*, *WhatsApp Unavailability*). The agent can:

* **Search** for a message by name.
* **Edit** the content before sending.
* **Send** directly with one click.

The modal also has the **Files**tab, for quick sending of pre-registered attachments.

#### Translate *(Coming soon)*

Future feature that will allow messages to be translated during the service.

***

## Details Panel

Visible in the **Details** tab in the right panel. Brings together all the information collected from the customer during the service flow.

| Field                | Description                                                                 |
| -------------------- | --------------------------------------------------------------------------- |
| **Protocol**         | Unique service number, with a copy button.                                  |
| **Channel**          | Conversation origin (e.g.: Webchat, WhatsApp).                              |
| **Agent**            | Name of the responsible agent.                                              |
| **Group**            | Department to which the service belongs.                                    |
| **Customer**         | Name of the customer identified in the flow.                                |
| **Phone / WhatsApp** | Customer contact number.                                                    |
| **Email**            | E-mail address collected in the flow.                                       |
| **Company**          | Company/organization informed by the customer.                              |
| **Position**         | Customer's position in the company provided.                                |
| **Customer Problem** | Brief description of the reason for contact, collected in the initial flow. |

***

## Apps

<figure><img src="/files/8bf6860546dac996a6a52aaea1c6f1b293d6ee47" alt=""><figcaption></figcaption></figure>

<p align="center"><sup><strong>Figure 19:</strong> Apps.</sup></p>

The **Apps**tab, located next to **Details** in the right panel, allows external applications to be integrated into the platform. The agent accesses the customer's tools without having to leave the Workspace.


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