Understanding the dashboard

The Deskwoot dashboard is your central command center for managing customer support. From handling conversations to tracking team performance, every tool you need is accessible from a single, organized interface. Let's walk through each section so you can get the most out of it.

Conversations

This is your main workspace where you handle all customer messages across every connected channel. Use the sidebar filters to view conversations by status, by assignee, by team, or by label. The search bar lets you find conversations by keyword, making it easy to locate specific threads quickly.

Getting started with Conversations

1. Select a status filter (e.g., Open, Pending, or Resolved) to focus on what needs attention.
2. Click on any conversation to open the full thread and reply directly.
3. Assign conversations to specific agents or teams using the sidebar details panel.

Contacts

Your customer database lives here. Every person who reaches out is automatically added as a contact. You can view their profile, full conversation history, add internal notes, and organize them with custom attributes and segments. This gives your team the context they need before responding.

Reports

Performance metrics for your team are available in the Reports section. View conversation volume trends, average response and resolution times, individual agent performance, and customer satisfaction scores. All reports can be exported as CSV files for further analysis or sharing with stakeholders.

Campaigns

Campaigns are your proactive messaging tools. Send targeted messages to website visitors or existing contacts based on rules you define. This is useful for onboarding new users, announcing updates, or re-engaging inactive customers.

Help Center

Create and manage your customer-facing knowledge base directly from the dashboard. Organize articles into categories, publish how-to guides, and customize the portal with your brand colors and logo to maintain a consistent experience.

Settings

Configure everything about your account in Settings. Agents, teams, inboxes, automation rules, labels, custom attributes, integrations, and more. This is where you tailor Deskwoot to match your team's workflow.

Best-Practice Tips

• Check Reports weekly. Regular reviews help you spot bottlenecks in response times before they affect customer satisfaction.
• Use labels consistently. Agree on a labeling convention with your team so filtering conversations stays reliable.
• Keep Contacts organized. Add custom attributes (e.g., plan type or region) to segment customers and prioritize support.

Frequently Asked Questions

Can I customize which metrics appear on the dashboard?

The dashboard displays a standard set of key metrics. You can drill deeper into specific data points by navigating to the Reports section and applying date ranges or filters.

How do I switch between different inboxes?

Use the sidebar in the Conversations view. Your connected inboxes are listed there, and selecting one will filter the conversation list to show only messages from that channel.

Who can access the Reports and Settings sections?

Access depends on the role assigned to each agent. Administrators typically have full access, while standard agents may have limited visibility. Check your role permissions under Settings for details.