Helpdesk overview
The Agentra helpdesk is your shared inbox for customer conversations. It collects messages from connected channels and keeps customer details, order history, and previous conversations next to the thread.
Agents work from one screen instead of switching between Shopify admin, email, and social apps.
Core capabilities
- Omnichannel inbox for live chat, email, WhatsApp, Instagram, Facebook, and more
- Assignment, tags, ownership, and internal notes for team collaboration
- Customer and order context from your connected store
- Escalation from AI Agent to human agents with full conversation history
- Reporting on response times, sentiment signals, and team performance
How agents work day to day
Agents open the inbox, claim or receive assigned conversations, reply with full context, and close or escalate tickets as needed. AI suggestions can draft replies, but your team stays in control of what is sent.
Related articles
Assign and collaborate on conversations
Keep ownership clear with assignment, tags, notes, and team handoffs.
Inbox filters and views
Organize the helpdesk with filters so agents focus on open, unassigned, or tagged conversations.
Internal notes and tags
Document context for teammates without showing internal text to customers.
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