Agents & teams

Agents that work as a team

Each customer message reaches a coordinator agent that screens it and hands it to the specialist best placed to answer. You decide who is on the team, what each member handles, and which of your systems they can use.

In the portal: Agents

See how your agents work together

The Agents page draws each agent team as a diagram: the channels customers use to reach it, the coordinator that screens every message, and the specialist members it routes messages to. Agents that aren't in a team are listed below.

See every channel that reaches the team: WhatsApp, Instagram, Messenger, comments and phone
Each member shows what it handles, and which one is the default
Open a team's settings or channels from its card; chat with or open agents that aren't in a team

In the portal: Agents › Team

Build and tune an agent team

On the coordinator's Team page you switch the team on or off, choose its members and describe what each one handles, so the coordinator knows where to send each message. The coordinator's own settings are on the same page.

Add or remove members from your organization's agents, and pick the default member
Write what each member handles; the coordinator routes messages by these descriptions
Test the whole team in web chat, or test it pinned to a single member

In the portal: Agents › Agent

One page for each agent

Each agent has its own page with links to its team, channels and integrations, its web chat options, its AI settings and the channels connected to it.

Turn on a public chat link or a website embed, then copy the link or embed code
Choose a business or technical response style, and turn on extended thinking with a reasoning depth
See every channel connected to the agent and its status

In the portal: Agents › Web chat

Test an agent before customers see it

Chat with any agent from the portal, the way a customer would. Each reply shows the steps the agent took to answer, such as looking up the account or checking the network, and how long each step took.

Ask real questions and see which lookups and actions ran behind each answer
Attach files, record a voice note or start a voice call from the same screen
Test a whole agent team the same way from its Team page

In the portal: Agents › Integrations

Connect agents to your own systems

Integrations lists the tool servers (MCP) each agent can call, such as network status, customer accounts and eSIM provisioning, and the tools each server provides.

Pick an agent to see its servers and which ones are required
Load a server's tools to see what the agent can do, with a description of each tool
Create or edit integrations, and review how they ran in the execution details

In the portal: Agents › Integrations

Connect your helpdesk

External integrations link an agent to a helpdesk such as Freshchat, so customer messages reach your live agents there and the conversation history stays in sync.

See how many conversations were synced in total and today, and when the last sync ran
Test the connection, edit it or remove it
Copy the webhook URL to paste into your helpdesk

Channels

Every channel in one place

WhatsApp, Instagram, Messenger, social comments, phone and web chat are listed together, each with the agent or team that answers it. Staff channels such as Microsoft Teams are kept separate.

In the portal: Agents › Channels

Every channel customers use, in one list

The Channels page lists every way customers reach your organization, grouped by type, with the agent that answers each channel and its connection status.

Messaging, social comments, voice and web chat grouped, with staff channels such as Microsoft Teams kept separate
Filter by channel type or by agent
See when each channel was connected, open its details, or disconnect it

In the portal: Agents › Channels

Connect a new channel

Pick a platform, then choose which agent or team answers it. Each platform shows what you can use today, what is plan-only, and what isn't available yet.

Connect WhatsApp, Instagram and Facebook yourself; TikTok messaging is rolling out
Labels on each platform show supported features, plan-only posting and features not available yet
Phone lines, and staff chat in Microsoft Teams or Slack, are set up with Slick's help

Conversations

Every conversation, and a way to step in

Your team sees what your agents said to each customer, in any language, with the customer's details alongside. When a conversation needs a person, they can brief the agent or reply themselves.

In the portal: Conversations

Every customer conversation in one list

Conversations from WhatsApp, Instagram, Messenger, web chat, phone and your mobile app appear in one list, newest first. Each row shows the customer, the channel and language, how the conversation went and whether a support ticket was filed.

Filter by channel, language, quality score, outcome, inferred sentiment or survey (CSAT) result
Quality, CSAT and ticket badges on every row show what needs attention
Jump straight to a conversation by typing its ticket number

In the portal: Conversations

The full conversation, with the customer beside it

Open a conversation to read the whole transcript next to the customer's profile: contact details, plan and account attributes, and when they were first and last seen. The header shows the quality rating, the customer's survey answer, the language and any ticket filed.

An automatic quality review scores each conversation and records its outcome, here 5/5 and escalated to billing
The customer's emoji reactions show on the replies they reacted to
Reply to the customer from the same screen

In the portal: Conversations

Translate a conversation to English

One click translates the whole conversation into English, so anyone on your team can review it. Switch back to the original text at any time.

Translates both the customer's messages and the agent's replies
Show original switches back to the Arabic text
Numbered steps and bold text keep their formatting

In the portal: Conversations

Brief the agent, then approve its reply

When a conversation needs a person, write a short brief and the agent turns it into a reply for the customer in the conversation's tone and language. Nothing is sent until you approve it.

Send the draft, edit it, regenerate it or discard it
Switch to Reply to user to write the message yourself
The header shows the two tickets already filed and a Partial outcome, so you can see why the conversation needs you

In the portal: Conversations › Comments

Reply to comments with an agent draft

Open a post to see its comments and replies as threads, with each customer comment tagged by sentiment and intent. Pick a comment, brief the agent and review its draft before posting.

Sentiment and intent tags, such as Negative · Complaint or Neutral · Lead
Each reply shows who wrote it: the agent, a team member, or a team member using an agent draft. Private replies are marked
A side panel shows what the page connection allows: public and private replies, hiding and liking comments

In the portal: Conversations › Tickets

Every support ticket, linked to its conversation

Every support ticket the agent files, newest first, with the customer, the reason, the category and the channel it came from. Click a ticket to open the conversation behind it.

Each ticket's reason is classified from its subject
Filter by ticket number, reason, category or platform (WhatsApp, iOS app or Android app)
The customer's phone number, plus their name when your app provides it

Outbound Content

Social posts, planned and written for you

Set your brand's voice, rules and posting rhythm once. Slick suggests a month of posts, writes each draft ahead of time, checks it against your rules, and your team approves it before it goes out.

In the portal: Outbound Content

See what needs doing next

The Outbound home puts the next step first: drafts waiting for review and when the first one goes out, suggested posts not yet on the calendar, and approved posts waiting to be posted. Below that are the next two weeks and recent activity.

Review deadlines in plain words, like “goes out Mon 28 Sept, 09:30 (in 12 hours)”
Add every suggested post to the calendar in one click, or look through them first
Recent activity shows who approved a post, asked for changes or recorded it as posted

In the portal: Outbound Content › Calendar

A month of posts across five channels

The calendar shows every planned post by day and time in your brand's timezone, with the channels it goes to and a colour for its status. The campaigns running that month are named above the grid.

Instagram, Facebook, LinkedIn, X and TikTok on one calendar; channels posting at the same time share one post
Status at a glance: needs review, being written, approved or posted, missed
Campaigns such as “5G Home launch” set the topic mix while they run

In the portal: Outbound Content › Calendar

Review a draft as it will look

Each draft shows the post for every channel and language, with carousel slides drawn in your brand's look. A short checklist lists what to check before approving. You can approve the draft, send it back with a note, or reject it.

A preview for each channel and language, here English and Arabic for Instagram and Facebook
Rule checks and a quality check, with a plain summary and any figures to confirm
“Request changes” sends your note to the writer, which then writes a new revision

In the portal: Outbound Content › Draft

Post by hand, then record it

Posts aren't published automatically yet. After a post is approved, your team copies it, posts it on each channel, and records it here with the link, so everyone can see what went out and where.

Progress for each channel, like “Posted on 1 of 3 channels”, with who posted it and when
Record the link, the time it went live and an optional note
Copy buttons for each channel's text, in each language

In the portal: Outbound Content › Brand settings

Your voice and rules, checked on every draft

Brand settings hold how you sound, what you never say, and the disclaimers each post must carry. Every draft is checked against them before anyone reviews it.

Lists of dos and don'ts, approved lines and approved facts
Banned phrases: a draft that uses one never reaches review
Required disclaimers for each channel and language; every post is written in English and Arabic

In the portal: Outbound Content › Brand settings

Choose when and where you post

Choose the channels you post on, the days and times, and the mix of formats for each channel. You can also choose the connected account each channel will post from. Automatic publishing isn't live yet, but you can set the accounts now.

Posting rhythm: 12 posts a week, combined into one post where channels share a time
A format mix for each channel, such as 50% carousels on Instagram
“Where posts go” links each channel to a connected account; LinkedIn is posted by hand

Analytics

See how your agents are doing

Track what your agents handled, how well, and how customers felt about it, from a single overview down to individual conversations.

In the portal: Analytics › Insights

One overview of what your agents handled

Insights puts conversation volume, channels and customer counts for any date range on one page. Filter by agent or channel and the sections below follow.

Conversations, customer messages answered and tickets filed for the period
Weekly volume stacked by channel: WhatsApp, Android app, iOS app and others
Pick a preset or custom date range; days and hours follow your organization's timezone

In the portal: Analytics › Insights

See when customers reach out

A heatmap of conversations by hour and day of the week, with your office hours outlined, shows how much demand arrives while your team is off shift. Below it, the resolved rate for each time of day.

Off-hours share, measured against your own office hours and weekend
The busiest hour of the week at a glance
Resolved rate for each three-hour block of the day

In the portal: Analytics › Insights

What it would take to staff the same cover

Capacity estimates the staffing a human team would need to handle the conversations your agents resolved. Change handle time, occupancy, shrinkage, weekly hours or minimum cover and the estimate updates, with each step of the calculation shown.

Estimated conversations contained per week
Workload, hourly-cover and final FTE figures
The working behind every number, spelled out

In the portal: Analytics › Conversation Quality

Every evaluated conversation, scored

Conversations are evaluated automatically for their outcome, how the customer seemed to feel and a 1–5 quality score. Success rate counts both resolved conversations and correct hand-offs to your team.

Outcomes split into resolved, escalated, partial, unresolved and abandoned
Pick an outcome to open those conversations for the same dates
Look across all agents or narrow to one

In the portal: Analytics › CSAT

What customers said when asked

When a conversation wraps up, the customer is asked to rate it Great, Okay or Poor. The CSAT page shows how many surveys went out, how many were answered and how the answers split.

Surveys sent, responses, response rate and average score out of 3
Distribution across Great, Okay and Poor
Results by survey trigger and by day

In the portal: Analytics › Ticket Analytics

From channel to reason, in one picture

One diagram follows tickets from the channel they came in on, through ticket type, to the reason. The thicker the band, the more tickets.

Counts and shares on every channel, type and reason
Unclassified and off-list reasons greyed so real reasons read first
Switch to a table view in one click

In the portal: Analytics › Comment Analytics

Sentiment and intent in your comments

Incoming comments are scored for sentiment and intent, so you can see the mood on your pages and what people are asking for. Abusive comments are counted on their own and flagged for moderation.

Positive, neutral, negative and abusive split
Intent: questions, praise, complaints, leads and spam
Answer rate and median first reply for each channel

Team & billing

Run it like the rest of your business

Give each person the access their job needs, keep an eye on usage against your plan, trace every charge, and hear about problems before customers do.

In the portal: Manage › Members

Give each person the role that fits their job

See everyone in your organization and the role they hold, change a role straight from the list, and follow invitations until they are accepted. Eleven roles cover the jobs in a support operation, from Owner and Admin to Operator, Analyst, Billing manager and Auditor.

Eleven organization roles, each described on the page
Change a member's role or remove them in place
Resend or revoke pending invitations

In the portal: Manage › Billing

Your plan, token balance and invoices in one place

See how much of your Slick Token allocation you have used and when your plan term ends. Organizations that pay by invoice see each bank-transfer invoice with its status and due date, and can pay it by bank transfer or online.

Allocated, used and available tokens, with the date cover ends
Open and paid invoices, with open and overdue totals
Pay by bank transfer or online, or request more tokens

In the portal: Manage › Usage & cost

Daily usage, and what it is billed at

Track the Slick Tokens your agents use each day against your plan, and switch the chart to US dollars. Look at the last 7, 30 or 90 days, or pick your own dates.

Plan progress: tokens used and left this term
Totals for tokens, amount billed, agent runs and cost per run
Daily chart in tokens or dollars; today's bar is marked while it settles

In the portal: Manage › Invoices

Every charge traced to the conversations behind it

Open an invoice to see what the consumption was, which agents used it and each conversation that contributed. The page checks that the detail adds up to the invoice exactly, and you can export the whole breakdown.

Breakdown by category: customer conversations, quality checks, translation
Per-agent totals that reconcile to the invoice
One row per conversation with channel, runs and amount; export to Excel or CSV

In the portal: Manage › Alerts

Integration alerts in Microsoft Teams or Slack

Send an alert to a Teams or Slack channel when one of your integrations starts failing, so someone hears about it before your customers do. Each destination shows whether it is still delivering.

Choose per destination: critical only, critical and warnings, or everything
Failed deliveries show the error and a hint on how to fix it
Send a test alert; a destination switches off after 20 failures in a row

In the portal: Manage › App Skills

Playbooks your agents load when they need them

Write the procedures an agent should follow, such as a roaming checklist or a billing-dispute policy, and publish them as skills. The agent keeps a one-line description in its context and loads the full text only when a conversation calls for it.

Draft, published and disabled skills, with version numbers and high-risk marking
How often each skill was loaded in the last 30 days
Lists skills the agent asked for that don't exist, so you can fix the wording

Security

Your data, under your control

Encrypt conversations with a key held in your own AWS account, decide exactly when Slick support can read anything, and stream your audit log to your security team's tools.

In the portal: Security › Encryption

Encrypt messages with a key in your own AWS account

New messages are encrypted with a key held in your AWS account. Slick never stores the key, and you can revoke access at any time. The page shows the key in use, when it was verified, and every key version.

Status, key ARN, AWS account and region at a glance
Key version history after each rotation
Decide whether Slick staff and support tools may read encrypted conversations

In the portal: Security › Encryption

Time-limited access for Slick support, and a record of every read

When you need help with a conversation, give one named person at Slick access to some conversations or all of them, until a time you choose. The access report lists every read from outside your organization, including denied attempts, and every change to these settings.

Each grant records the person, the conversations, the reason and the end time
Revoke a grant at any time; it stops working within a minute
Access report shows who read what, and under which grant; export to CSV

In the portal: Security › Audit Log Export

Stream your audit log to your SIEM

Send every event in your organization's audit log, including sign-ins, member and role changes, configuration and data access, to Splunk HEC or a signed HTTPS webhook. Each destination shows whether it is delivering and how many events it has sent.

Splunk HEC or a signed webhook, with signing-secret rotation
Events arrive within about 1–3 minutes, in order, with checkpoints to prove none are missing
Test an endpoint before relying on it

Run your customer agents from one place

See how your agents work together

Build and tune an agent team

One page for each agent

Test an agent before customers see it

Connect agents to your own systems

Connect your helpdesk

Every channel customers use, in one list

Connect a new channel

Every customer conversation in one list

The full conversation, with the customer beside it

Translate a conversation to English

Brief the agent, then approve its reply

Reply to comments with an agent draft

Every support ticket, linked to its conversation

See what needs doing next

A month of posts across five channels

Suggested posts that you choose to keep

Review a draft as it will look

Post by hand, then record it

Your voice and rules, checked on every draft

Choose when and where you post

One overview of what your agents handled

See when customers reach out

What it would take to staff the same cover

Every evaluated conversation, scored

What customers said when asked

From channel to reason, in one picture

Sentiment and intent in your comments

Give each person the role that fits their job

Your plan, token balance and invoices in one place

Daily usage, and what it is billed at

Every charge traced to the conversations behind it

Integration alerts in Microsoft Teams or Slack

Playbooks your agents load when they need them

Encrypt messages with a key in your own AWS account

Time-limited access for Slick support, and a record of every read

Stream your audit log to your SIEM

See it with your own agents