The agent's view

CallGuide Answer can be used via the agent applications, CallGuide Agent and Egde Agent.

Open your portal via menus found in CallGuide Edge Agent main window and CallGuide Agent main window
If there are more than one available portal for the organisation area, the agent can select which one to be used, at the top of CallGuide Answer. For details see CallGuide Answer portals
In CallGuide Agent default settings you choose if automatic search is to be performed, by selecting the name of the preferred portal, and if answers are to be displayed before or after accepting the contact.
If automatic search is configured, CallGuide Agent and Edge Agent, CallGuide Answer opens with a search phrase related to data in the incoming contacts.
- Data can be task types e.g. collected in IVR and callback records.
- In a chat it is the web visitor's question trigging the pop-up, as seen in this animation.

If there is no link on your web site, in your support system, or as a menu choice in CallGuide Agent, you can open your web browser and enter the web address to your portal, e.g. https://callguide.humany.net/agentportal/