How agents and admins get the most out of the platform — the same guidance that lives in Help Docs inside the app, on a page you can share.
One page to explain Channel Automation's calling package to a board, an agent, and an admin: Call Queues with cadence, Call Guide and Power Dialer, callbacks, number rotation, inbound number labels, Team Stats, and the Field Coach coaching loop — what each solves, how an agent uses it in a shift, and how an admin sets it up and monitors it. Interactive cadence timeline, agent shift walkthrough, and admin morning checklist.
How Channel Automation picks the best caller ID for every outbound call using Outbound IQ, keeps your phone numbers' reputation healthy, and reports call outcomes. Client guide plus the support team's setup and troubleshooting SOP.
Client-facing guide to the sequence Journey Board: the campaign headline, summary tiles, step cards, and the step detail panel — what every number means and the action it suggests.
Client-facing SOP for reading and acting on the Journey Board's Not Sent breakdown: what each reason means, which ones need action, and the weekly review routine.
A visual, interactive guide to how contacts get assigned to agents: the Agent Command Center as the config hub, the two assignment paths (the built-in engine vs a flow's Assign-to-Agent action), the six strategies, the 'Replace previous owner (exclusive)' handoff, how to tell which system assigned a contact via the Source column, and the three runtimes under the hood.
Client-facing guide to AI Follow-Up policies: eligibility presets, suppression presets, skip rules, Match all vs Match any, and how Waiting, Blocked, Skipped, and Cancelled statuses should be read.