Control Center
Control Center Overview
The workspace where human support agents handle customer conversations and calls.
Control Center is where human support agents handle conversations that need a real person — whether escalated by an AI agent or assigned directly.
Who Uses Control Center
| Role | Access |
|---|---|
| Cc Agent | Handle conversations and voice calls |
| CC Admin / CC Supervisor | Handle conversations + manage users, teams, and skills in Settings |
Note: You need at least one of these roles to see the Control Center icon. Ask your administrator if you don't have access.
Opening Control Center
- Look for the Control Center icon in the platform's left sidebar.
- Click the icon to open the conversations screen.
Layout
Control Center has two main areas:
- Left panel — your conversations list. Every chat and voice conversation assigned to you appears here.
- Main area — select a conversation from the list to open its full message history and start working.
Key Capabilities
From Control Center, you can:
- Chat with customers in real time
- Take and manage voice calls
- Switch between Reply (customer-visible) and Whisper (private side channel)
- Invite AI agents or colleagues into a conversation
- Dictate replies using voice-to-text
- Close or leave conversations when done
Administrators can additionally manage Users, Teams, and Skills under Settings.