Digital Workspace Features

Features available in the Digital Workspace for agents to use.

A personal action menu that allows the agent to manage information, notifications, view permissions, and access quick functions to optimize service.

Figure 1: Functionalities of the digital workspace.

Start service day

First step: When entering the Digital Workspace and starting the service day, the functionalities become available for the agent to perform their tasks.

Figure 2: Starting service day.

Now click the topics below to navigate the subject more quickly:

• Notify exit: Type of break for automatic distribution of service tasks;

• Start break: Temporary pause in service, without ending the day;

• My permissions: Displays the access permissions configured for the agent;

• My information: Shows the user's profile data;

• Search protocol: Allows locating a service by the protocol number;

• WhatsApp: Sending templates via WhatsApp;

• SMS: Sending templates via SMS;

• Single notifications: Manages alerts sent outside the normal flow;

• Ticket Workspace: Directly accesses the ticket module;

• Enable notifications: Enables visual or sound alerts on the platform;

• End service day: Officially ends the agent's shift;

Notify Exit

Figure 3: selecting reason for exit.

Available for companies that have configured automatic distribution of service tasks to their agents.

When notifying an exit, the agent will not receive new service tasks. The exit is automatically closed when they start a break or end the service day.

Start Break

Figure 4: break in service.

The agent can start a break even while in a service, meanwhile the client stays in the queue waiting. Upon returning, click 'break' again and confirm.

My Permissions

Figure 5: my permissions in service.

The permissions that the agent has for using the platform, those that the manager granted to them.

My information

Figure 6: my information.

Displays the service start and end times, the breaks taken and the departments the user is linked to.

Search Protocol

Figure 7: protocol search.

Allows finding a protocol without leaving the digital workspace interface.

WhatsApp

Figure 8: sending WhatsApp template.

The agent can send a previously registered template to the client's WhatsApp, provided the template is already registered on the platform.

To send a message via WhatsApp:

1. you select the template;

2. the number of WhatsApp;

3. and can also search by name, if it is already registered in the CRM. When locating a client by name, the phone number is automatically filled in;

4. the header is an optional field for customizing the template's title or image;

5. in text it is possible to insert or customize part of the template text (replacing variables like {{1}});

6. option to choose whether the template will be associated with someone department;

7. the webhook defines the automation or integration that will be triggered when the template is sent;

8. in the metadatas data can be inserted for personalization or recording;

9. space for additional information or complementary data that help in the context of the service or automation.

SMS

Figure 9: sending SMS template.

As with WhatsApp, the agent can send a previously registered template via SMS to the client.

Single Notifications

Figure 10: channel filter single notifications.

It is possible to view the notifications that were sent (templates), filtering by the sending channel.

Ticket Workspace

Figure 11: accessing ticket workspace.

Direct access to the Ticket Workspace.

Enable notifications

Figure 12: enabling browser notifications.

Enable notifications in the browser to receive them whenever there is a new message.

End service day

Figure 13: end service day.

At the end of the shift, use the End Service Day option to record the end of activities.

Want to know more about the features of the Digital Workspace? watch on our YouTube:

https://www.youtube.com/embed/7zTNGCrhR-A?si=i9W0lWE9dP5lIa6D