Cheat sheet

Sign in

• …/login · Email + Password → Sign in
• Temporary password → Choose a new password (8+ characters)
• One session per person: sign out when you finish
• 5 wrong passwords = locked 15 min (admin: Unlock)
• 5 min unused → "Still there?" → Stay signed in

Where you land

• Agent Agent desk
• Integrator Integrations
• AdminSupervisorAnalyst Wallboard
• Missing page? Your role cannot open it.

Top bar

• Presence: Available · Busy · On break · Offline
• Headset icon: Kasada Dialpad (Ready · extension …)
• Your name: My profile (extension, softphone password, password)
• Door icon: Sign out

Start of shift

1. Sign in, open Agent desk
2. Dialpad says Ready
3. Presence → Available

Chats and calls

• Offered to you → Accept within 45 s
• Chat: your first reply takes over from the AI
• Call: your Dialpad rings and answers; the AI leaves
• Pick up (waiting) · Pick up from AI (live)
• Hand back to AI · Transfer · Take payment
• Network sent a code? Enter the customer's code → Submit code

Wrap up

1. Wrap up → Disposition
2. Notes · Customer satisfaction 1–5
3. Create a follow-up case if needed
4. Finish wrap-up

Side panel

• Customer 360: Identity check (Verified · Not verified · Verification locked), open cases, history, Call <number>
• Lookups: Run · Customer agreed: confirm and run
• Copilot: Ask the copilot · Insert into reply

Cases

• Cases → New case: Subject, Category, Priority…
• Assign to me · comment · Internal note
• Mark pending / resolved / closed · Reopen
• SLA: On track · Due soon · Breached · SLA met · SLA missed

Contacts

• Matched by phone on every call and chat
• Send email · Edit · Block / Delete (supervisor, admin)
• Tag do_not_call: campaigns skip them

Wallboard

• Waiting now · AI containment · Abandoned · Average wait · CSAT
• Queue flags: Breaching, Nobody signed in
• Brief me for a spoken summary
• Refreshes every 5 s ("updated just now"); "not updating" = connection lost

Live monitor

• Listen (silent) · Barge in (join)
• Whisper to the AI → Send (caller hears nothing)
• Take over / Take over chat
• Hang up: abusive or stuck calls only
• Emotion badges: Annoyed · Frustrated · Angry (hover for signals)
• Calls with no update for 4 h (chats 24 h) close by themselves

Quality and reports

• Interactions: Quality review (Good 80+ · Fair 60+) · Re-run QA (closed only) · Supervisor notes
• Coaching: Team this week · Your plan this week · Moments
• Compliance: Period 7/30/90 days · Conversations to review · Export CSV
• Analytics: 7 / 30 / 90 days / Custom

Queues & routing

• New queue: Skills needed, SLA, Overflow
• Agents need every skill of a queue
• Skills: Staff & teams → Edit → Skills and levels

Knowledge

• New article → Status Published
• Audience: Everyone (AI and agents) / Agents only
• Sync to AI after changes

Campaigns

• New campaign → Import targets → Start
• Pause · Run now
• Skipped = no consent, do_not_call or blocked
• Predictive outreach: suggested rules next to Add a rule

AI agent

• AI agents → New AI agent
• Greeting · Instructions · Languages · Voice · Default queue · Phone numbers
• Rule: answer only from Knowledge and tools; never invent
• Save, then Sync to CustoCare

Staff

• Staff & teams → Invite
• "Login details emailed to …", or share the one-time password
• Unlock · Sign out · Reset password · Deactivate
• Assign extension for the softphone

Settings

• Softphone: Softphone on for our agents
• May be switched off by Kasada AI or your partner
• Email: Mail server… → Send test email · Email log
• Compliance: Rules (added to every AI agent), Identity questions, SMS code digits, Verification attempts, Keep data (days), Legal hold
• Business hours: days, times, Holidays → Add
• Channels: Call back missed calls (flashes)
• Emotion & escalation: Act when the customer is Frustrated / Angry

Integrations Integrator

• Connectors: Add from template / Custom connector → Test connection
• Tools: New tool → Policies (guardrails) → Enabled → Save tool
• Test console → Run · Confirm and run
• Give it to the agent: AI agents → Tools
• Types: REST / HTTP · GraphQL · Database (PostgreSQL, MySQL, SQL Server, Oracle, MongoDB, Elasticsearch / OpenSearch) · MCP server · Webhook
• Auth: API key · Bearer token · Basic · OAuth2 client credentials · HMAC signature; values only in the Secrets box

MCP & API keys

• Workspace MCP server → Copy URL
• New key → scope MCP → Copy key (shown once)
• Revoke stops it at once

Billing Admin

• Billing → Open billing portal · Top up
• Suspended: calls off, chats and cases work
• Locked: pay, then "I have paid, try again"
• Overdue: reminders by SMS / WhatsApp (Audit log: "Billing payment reminder")

Web chat widget Admin

1. Settings → CustoCare
2. Website origin (for the chat widget): https://…
3. Re-run provisioning (step Widget green)
4. Copy snippet → paste before </body>
5. Test a chat; it shows as Web chat in Interactions

Languages Admin

• Settings → Languages: tap local languages
• Code-switching · landmark addresses
• Always say these in English: amounts, account numbers…
• Local words and names → Add a word
• Save, then What the AI is told → Preview

Payments by phone

• Settings → Payments: Let the AI and agents take payments
• Practise: Sandbox (test, no real money); code step = 123456
• PIN only on the customer's phone; a network code is OK
• AI confirms the payment before goodbye
• Payments page: sandbox approve / decline (supervisor)

Built-in AI skills

• Identity check by SMS code (or Identity questions)
• Case status · Log a case · Book a callback
• Email follow-ups become a case for the team
• Record the outcome: opt-out → do_not_call
• Check a payment · Give the payment code
• On / off: Integrations → Tools → Enabled

AI Lab

• Improvements: Analyse now · replace [fill in: …] · Apply
• Test lab (digital twin): Create test customers · Run all tests
• Score 70+ passes · Run every test overnight

Your industry template

• Queues, skills, wrap-up codes, case categories, SLA hours
• Intents, escalation, compliance rules, starter knowledge
• Replace every [placeholder] in starter articles before go-live
• Everything can be changed