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The Workspace

The workspace is the app where people on your team pick up calls, chats and tasks that an AI agent has handed over. When an agent decides a caller needs a person, it escalates the contact. With human escalation turned on, the contact is offered to someone whose status is available, and it appears in their workspace as an incoming card.

These pages are written for the people taking those contacts. "AI agent" means an agent built in Agentic, and "you" means the person working in the workspace.

Who It's For​

The workspace is for anyone in your organisation who handles escalated contacts. You sign in with your NeonNow account, the same email address and password used across NeonNow. You don't need to build or manage AI agents, and nothing you do in the workspace changes how they behave.

How an Escalated Contact Reaches You​

Contacts are only offered to people whose status counts as available. Each person can hold a set number of calls and chats at the same time, so a busy person isn't offered more than they can take. Once you accept a contact, it stays in your Conversations list until you finish its after-contact work.

You only receive contacts from the environment that is open in your workspace. Most people work in Production, where real callers are. Sandbox and UAT environments are usually used for testing.

What's on the Screen​

  • Header: the environment you're working in, your status, and your profile menu with Account Settings, Preferences, Help Docs, Support and Sign Out.
  • Conversations: everything you're handling right now, grouped into Voice, Chat and Tasks.
  • Task view: the selected call, chat or task, with its controls and tabs.
  • Incoming cards: new contacts offered to you. They sit on top of the screen until you accept or reject them.

When nothing is assigned to you, the workspace shows You're all caught up. New calls, conversations and tasks appear on their own, without a page reload.

What Your Administrator Sets Up​

The workspace has no setup screens. Everything it depends on is configured in the Admin app by an Organisation Admin:

  • the Twilio connection that carries calls and messages (Twilio is the telephony provider your organisation uses)
  • turning on human escalation for each environment
  • the statuses you can choose from, and how contacts are routed between people
  • how many calls and chats each person handles at once
  • the wrap-up codes, and whether a code is required

If something in your workspace looks wrong, for example a status is missing or a wrap-up code you need isn't listed, ask your administrator. Administrators can find these settings under Human Escalation.

In This Section​