Getting started for agents

As an agent, you access the Contact Center AI Platform (CCAI Platform) portal to use the agent adapter, which is your tool for interacting with end-users.

Before you begin

Before accessing the CCAI Platform portal, do the following:

• Update your browser. Google recommends using Chrome.

• Be sure that your Chrome browser accepts notifications. That includes ensuring that it's not in full-screen mode, which disables browser notifications.

• Disable third-party ad blockers. These can prevent the agent adapter from functioning properly.

Access the CCAI Platform portal

If your organization uses single sign-on (SSO) to access the CCAI Platform portal, you don't need to create a password when you activate your account. If your organization does not use SSO, you need to create your own password when you activate your account. Your CCAI Platform administrator can tell you whether your organization uses SSO.

Depending on your situation, do one of the following:

• Sign in with SSO

• Create a password and sign in

Sign in with SSO

If your administrator sent you a CCAI Platform invitation email, and your organization uses SSO, you can sign in without a password.

To sign in using SSO, follow these steps:

1. Open the invitation email from your administrator and click the link to activate your account. A Login with company SSOdialog appears.

2. Click Login with company SSO. The CCAI Platform portal appears, displaying a dialog asking to use your microphone.

3. Click Allow. A dialog appears asking to show notifications.

4. Click Allow. You are now signed into the CCAI Platform portal.

5. Optional: Create a bookmark of the page and use it the next time you want to sign into the CCAI Platform portal.

Create a password and sign in

If your administrator sent you a CCAI Platform invitation email, and your organization doesn't use SSO, you can create your own CCAI Platform portal password.

To create a CCAI Platform portal password and sign in, follow these steps:

1. Open the invitation email from your administrator and click the link to activate your account. A welcome page appears.

2. Set your initial password. A sign-in page appears.

3. Enter your email name and password. The CCAI Platform portal appears, displaying a dialog asking to use your microphone.

4. Click Allow. A dialog appears asking to show notifications.

5. Click Allow. You are now signed into the CCAI Platform portal.

6. Optional: Create a bookmark of the page and use it the next time you want to sign into the CCAI Platform portal.

Update your profile information

When you are in an active chat with an end-user, your profile image and first name are displayed to the end-user. If your administrator has enabled it, you can upload a profile photo.

To update your profile information, follow these steps:

1. In the CCAI Platform portal, click Agent > My Profile. If you don't see the Agentmenu, click menu Menu , and then click My Profile.

2. To upload a new profile photo, do the following:

   1. Go to the Profile Photopane.

   2. Click Choose File, and then go to the profile photo that you want.

   3. Click Upload photo.

3. To edit your basic profile information, do the following:

   1. Go to the Basic Informationpane.

   2. In the Email Addressfield, enter your email address.

   3. In the First Namefield, enter your first name.

   4. In the Last Namefield, enter your last name.

   5. In the Aliasfield, enter the alias that you want. Your alias is the name that the end-user sees when you communicate with them. Your administrator must give you permission to change this.

   6. In the Verify Current Passwordfield, enter your password. This is required to be able to update your profile information.

   7. Click Update.

Change your password

To change your password, follow these steps:

1. In the CCAI Platform portal, click Agent > My Profile. If you don't see the Agentmenu, click menu Menu , and then click My Profile.

2. Go to the Change Passwordpane.

3. In the Verify Current Passwordfield, enter your current password.

4. In the New Passwordfield, enter your new password.

5. In the Confirm New Passwordfield, re-enter your new password.

6. Click Update.

What's next

• Handle a chat

• Agent call adapter