IrisAgent Helpdesk

Run customer support from IrisAgent: one Conversations inbox where your AI agent answers first and your team takes over live chats, replies by email, and tracks every conversation to resolution

Work customer conversations in the IrisAgent dashboard, with no separate ticketing tool. Your AI agent answers first on every channel. When a customer needs a person, the conversation lands in the Conversations inbox, where your team can join the chat, email the customer, add internal notes and mark it resolved.

Already use Zendesk, Salesforce, Intercom, Freshchat or another helpdesk? You do not need IrisAgent Helpdesk. IrisAgent can hand conversations to your existing tool. See Connect your helpdesk.

​

What’s included

Conversations inbox

Every chat and voice conversation in one place, with queues, owners, statuses, priorities, and internal notes.

Live chat

Your team takes over website chats from the bot and replies in real time inside the chat widget.

Email replies

Email a customer from any conversation, sent from a verified address on your own domain.

WhatsApp

Connect your WhatsApp Business number so your AI agent answers customers on WhatsApp.

​

Channels at a glance

Channel	AI agent answers	Your team can reply from Conversations	Set up in
Website chat widget	Yes	Yes, through live chat	Deploy → Chat channels
Email	Not applicable	Yes, outbound email replies to a conversation’s contact	Deploy → Email channels
WhatsApp	Yes	Yes, through live chat, within 24 hours of the customer’s last message	Deploy → Text channels
Voice	Yes	Leave internal notes or send an email	Deploy → Voice channels
SMS	Outbound campaigns only	No	Deploy → Text channels (see Outbound SMS)

​

Set up your helpdesk

Steps 2 to 5 need an IrisAgent admin.

1. Connect your knowledge

   Your AI agent answers from your knowledge base. Add at least one source under Data Sources, such as Public Websites or Upload Content, and test answers in the Playground.

2. Deploy the website chat widget

   Add the IrisAgent chat widget to your website. See Chatbot on Website.

3. Turn on live chat

   In the chatbot’s Handoff tab, choose Start a live chat and set the destination to the IrisAgent inbox. See Live chat.

4. Set up email replies (optional)

   Verify a sender address on your company’s domain under Deploy → Email channels. See Email replies.

5. Connect WhatsApp (optional)

   Connect your WhatsApp Business number under Deploy → Text channels. See WhatsApp.

6. Invite your team

   Invite the people who will answer customers. See Invite your team.

​

Invite your team

1. Open the user menu and choose Settings.
2. In the Dashboard section, open the Users card and click Manage.
3. Enter one or more email addresses, separated by commas.
4. Choose a role and click Invite Users.

Change a teammate’s role or remove them from the same panel.

​

Roles

Task	Non-admin	Admin
View and search Conversations	Yes	Yes
Take over, reply to, and end live chats	Yes	Yes
Add internal notes, set status, owner, and priority, mark resolved	Yes	Yes
Send email replies from a conversation	Yes	Yes
Configure chatbot handoff and live chat	No	Yes
Configure the email sender, SMS, and WhatsApp	No	Yes
Edit or merge contacts	No	Yes
Invite admins, change roles, remove users	No	Yes

New invites default to non-admin. Only an admin can invite another admin.

​

Related pages

• Workflows and procedures control when the AI escalates and what it collects first.

Need help getting set up? Email [e-mail].