INSIDE console
Choose your website and channel, then open the work areas available to your account.
What it is
The INSIDE console is your workspace for viewing visitors and handling conversations. You work within a selected website and channel. Your account determines which websites, channels and work areas you can open.
Who uses it and why
- Operators select their working channel and move between the floor, queues and conversations.
- Supervisors open the team, history and reporting areas their account permits.
Where to find it
Sign in to INSIDE. On desktop, the top toolbar includes Websites, Select A Channel, Queues, History, Team Chat, My Stats, Reports and Settings, subject to your access and the website's enabled features.
Open Settings › Account › My Account for personal preferences. Release Updates / Help opens product news and help.
How it works
- Sign in and wait for the console to load your website and account preferences.
- Use Websites to choose a website you can access.
- Use Select A Channel to choose your working channel.
- Open a visitor on the floor, or choose a work area from the toolbar.
- Check Status before you start receiving work.
Menus vary with your roles and enabled features. Entering the console does not itself make every chat or reporting action available.
Configure it
With the Settings role, set Default Channel in Settings › Account › My Account and save the change. Users with the Settings or Manager role manage permitted website and channel access in Settings › Account › Operators.
Use Search settings in Settings to find a screen or setting by its visible name. Select a result to open the relevant configuration area.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Default Channel | Settings › Account › My Account | operator | Not set | Developer role, Co-Browse role, Manager role, Settings role, Chat role, Video Chat role, Live Shows role, Stats role, Monitor role, Top Stats role, Audit role, Bot Trainer role, Reports role, Reports Dashboard role, Store App role, Video Feed role | Selects your default working channel for this website. When unset, no personal default channel is selected. |
Permissions
| Permission | Lets you |
|---|---|
| Chat | Use chat work areas and chat availability controls where chat is enabled. |
| Settings | Edit your Default Channel and manage permitted operator access and roles. |
| Manager | Manage permitted website and channel access through operator administration. |
Limits and good to know
- An invalid or expired sign-in returns you to the sign-in process.
- A channel is a working context. It is not necessarily the same thing as a messaging platform such as SMS or email.
- Mobile uses its own navigation and screen layout. Desktop instructions do not describe every mobile control.
- Finish work and become unavailable before changing context when INSIDE prompts you to do so.
Depends on and works with
+1 more · this feature uses
- Mobile consoleRelated
Use the mobile console article for touch navigation and mobile screen access.
View all connections as a list
This feature uses
- Login and email verificationRequires
Sign in with an operator account to enter the console.
- Logout and remembered computersRequires
The console needs a valid signed-in session.
- Website, channel and subsite accessConfigured by
Website and channel access determine the contexts you can select.
- Roles and permissionsConfigured by
Your roles and permissions determine which work areas you can use.
- Switching between websitesEnhances
The Websites selector lets authorised operators change website.
- Operator settingsConfigured by
Account preferences include the default channel and console presentation.
- Finding your way around SettingsEnhances
Search settings helps you find configuration screens and options.
- Operator availability statusEnhances
Availability determines whether you can receive new work in the selected context.
- Mobile consoleRelated
Use the mobile console article for touch navigation and mobile screen access.
Used by
- Console connection and recoveryRelated
After recovery, check that the console has reopened the intended website and channel.
- Release updates and console helpRelated
The guided tour introduces the desktop console and its main navigation.
- Operator session recording for support · managed by PowerfrontRequires
Session recording captures an operator console while that console is open.
- Finding your way around SettingsRequires
The operator workspace provides access to the settings menu.
FAQ and troubleshooting
Why is a website or channel missing?
Your operator account must have access to it. Ask someone with the Settings or Manager role to check your website and channel access.
Why can a colleague see a toolbar button that I cannot?
Your roles or enabled website features may differ. Ask someone with the Settings role to check the permission for that work area.
Why am I back at sign-in?
Your session may have expired or ended. Sign in again. If a message says your account was used elsewhere, check your other open INSIDE sessions.
How do I find a setting without knowing its menu?
Open Settings, type its name into Search settings, then select the matching result.