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IrisAgent Helpdesk lets your team work customer conversations directly in the IrisAgent dashboard, without a separate ticketing tool. Your AI agent answers first on every channel. When a customer needs a person, the conversation lands in the Conversations inbox, where a teammate can join the chat, email the customer, leave internal notes, and mark it resolved.
Already use Zendesk, Salesforce, Intercom, Freshchat, or another helpdesk? You do not need IrisAgent Helpdesk. IrisAgent can hand conversations to your existing tool instead. See Connect your helpdesk.

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What’s included

Conversations inbox

Every chat and voice conversation in one place, with queues, owners, statuses, priorities, and internal notes.

Live chat

Your team takes over website chats from the bot and replies in real time inside the chat widget.

Email replies

Email a customer from any conversation, sent from a verified address on your own domain.

WhatsApp

Connect your WhatsApp Business number so your AI agent answers customers on WhatsApp.

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Channels at a glance

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Set up your helpdesk

Follow these steps in order. Steps 2 to 5 need an IrisAgent admin.
1

Connect your knowledge

Your AI agent answers from your knowledge base. Add at least one source under Data Sources, such as Public Websites or Upload Content, and test answers in the Playground.
2

Deploy the website chat widget

Add the IrisAgent chat widget to your website. See Chatbot on Website.
3

Turn on live chat

In the chatbot’s Handoff tab, choose Start a live chat and set the destination to the IrisAgent inbox. See Live chat.
4

Set up email replies (optional)

Verify a sender address on your company’s domain under Deploy → Email channels. See Email replies.
5

Connect WhatsApp (optional)

Connect your WhatsApp Business number under Deploy → Text channels. See WhatsApp.
6

Invite your team

Invite the people who will answer customers. See Invite your team below.

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Invite your team

  1. Open the user menu and choose Settings.
  2. In the Dashboard section, open the Users card and click Manage.
  3. Enter one or more email addresses, separated by commas.
  4. Choose a role and click Invite Users.
You can change a teammate’s role or remove them from the same panel.

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Roles

IrisAgent has two dashboard roles: New invites default to non-admin. Only an admin can invite another admin. Need help getting set up? Email contact@irisagent.com.