> ## Documentation Index
> Fetch the complete documentation index at: https://docs.irisagent.com/llms.txt
> Use this file to discover all available pages before exploring further.

# IrisAgent Helpdesk

> Run customer support from IrisAgent: one Conversations inbox where your AI agent answers first and your team takes over live chats, replies by email, and tracks every conversation to resolution

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.

> [!NOTE]
>
> 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](/guides/Connecting-Your-Helpdesk).

## What's included

> **[Conversations inbox](/helpdesk/Conversations-Inbox)**
>
> Every chat and voice conversation in one place, with queues, owners, statuses, priorities, and internal notes.

> **[Live chat](/helpdesk/Live-Chat)**
>
> Your team takes over website chats from the bot and replies in real time inside the chat widget.

> **[Email replies](/helpdesk/Email)**
>
> Email a customer from any conversation, sent from a verified address on your own domain.

> **[WhatsApp](/helpdesk/WhatsApp)**
>
> Connect your WhatsApp Business number so your AI agent answers customers on WhatsApp.

## Channels at a glance

| Channel | AI agent answers | Your team can reply from Conversations | Set up in |
| - | - | - | - |
| Website chat widget | Yes | Yes, through [live chat](/helpdesk/Live-Chat) | **Deploy → Chat channels** |
| Email | Not applicable | Yes, outbound [email replies](/helpdesk/Email) to a conversation's contact | **Deploy → Email channels** |
| WhatsApp | Yes | Not yet. Conversations are AI-answered | **Deploy → Text channels** |
| Voice | Yes | Leave internal notes or send an email | **Deploy → Voice channels** |
| SMS | Outbound campaigns only | No | **Deploy → Text channels** (see [Outbound SMS](/deploying-irisagent/Outbound-SMS)) |

## 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](/data-sources/Public-Websites) or [Upload Content](/data-sources/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](/deploying-irisagent/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](/helpdesk/Live-Chat#turn-on-live-chat).

**4. Set up email replies (optional)**

Verify a sender address on your company's domain under **Deploy → Email channels**. See [Email replies](/helpdesk/Email).

**5. Connect WhatsApp (optional)**

Connect your WhatsApp Business number under **Deploy → Text channels**. See [WhatsApp](/helpdesk/WhatsApp).

**6. Invite your team**

Invite the people who will answer customers. See [Invite your team](#invite-your-team) below.

## 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.

### Roles

IrisAgent has two dashboard roles:

| Task | Non-admin | Admin |
| - | - | - |
| View and search Conversations | Yes | Yes |
| Take over, reply to, and end live chats | Yes | Yes |
| Add internal notes, set status, owner, and priority, mark resolved | Yes | Yes |
| Send email replies from a conversation | Yes | Yes |
| Configure chatbot handoff and live chat | No | Yes |
| Configure the email sender, SMS, and WhatsApp | No | Yes |
| Edit or merge contacts | No | Yes |
| Invite admins, change roles, remove users | No | Yes |

New invites default to **non-admin**. Only an admin can invite another admin.

## Related pages

* [Conversations inbox](/helpdesk/Conversations-Inbox)
* [Live chat](/helpdesk/Live-Chat)
* [Email replies](/helpdesk/Email)
* [WhatsApp](/helpdesk/WhatsApp)
* [Workflows and procedures](/configuring-ai-and-automation/Workflows) control when the AI escalates and what it collects first.

Need help getting set up? Email [contact@irisagent.com](mailto:contact@irisagent.com).


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