> For the complete documentation index, see [llms.txt](https://atlas.anywhere.now/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://atlas.anywhere.now/use/compare-client-experiences.md). # Compare client experiences Compare Snapper, WebAgent, and Dialogue Workspace roles and plan a Snapper replacement for Dialogue Cloud Neo. Use **WebAgent for agent interactions** and **Dialogue Workspace for real-time supervision and operational dashboards** when replacing Snapper. Connect and Unify are connect models of Dialogue Cloud Neo, not separate products. WebAgent sign-in URLs and feature availability can differ by model and release. {% hint style="info" %} Snapper is in maintenance mode and no longer receives active feature development. Existing deployments remain supported for maintenance and critical/security fixes. Snapper is not available for the Unify connect model. {% endhint %} ## Current roles and capabilities The comparison describes current capabilities, not future Workspace agent roles. Features depend on the connect model, Dialogue Cloud bundle, license, configuration, and user permissions. | Capability | Snapper | WebAgent for Connect | WebAgent for Unify | Dialogue Workspace | | --------------------------- | ----------------------------------------------------------------------- | ------------------------------------------------------------------------ | --------------------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------------- | | Role and client | Existing desktop client for agents and supervisors | Browser-based agent client | Browser-based agent client | Browser-based real-time monitoring and supervisor workflows | | Deployment scope | Existing Dialogue Cloud V3 and Dialogue Cloud Neo (Connect) deployments | Connect connect model | Unify connect model | Connect and Unify connect models | | Voice audio and answering | Microsoft Teams client | Microsoft Teams client | WebAgent in the browser | Not an audio endpoint or an agent interaction handler today | | Text channels | Chat and email queue view only | Handles supported text channels | Handles supported text channels | Operational dialogue information, not interaction handling today | | Transfers | Teams client controls | Direct, consultative, delight, skill, and voicemail transfers | Direct, consultative, delight, and skill transfers; voicemail transfer is not available today | Agent call controls are not available today | | Customer context | No customer journey timeline or CRM integration | Customer history and configured CRM integration | Customer history and configured CRM integration | Current and recent dialogues; no customer Universal Timeline or CRM integration today | | Real-time operational views | Agent overview, queues, and statistics | Dialogue and queue views | Dialogue and queue views | Overview, Skills, Agents, and Dialogues dashboards | | Supervisor monitoring | Call monitoring and supervisor controls | Listen, Whisper, Talk, and TakeOver, subject to bundle and dialogue type | Limited monitoring: the supervisor joins unmuted; no Whisper or TakeOver today | Monitor shows dialogue details only; no call audio or Listen, Whisper, Talk, or TakeOver | | Agent state | Agent sign-in/out, reason codes, and wrap-up information | Agent sign-in/out, reason codes, and wrap-up information | Agent sign-in/out, reason codes, and wrap-up information | Displays agent presence; agent sign-in/out, reason codes, and wrap-up timers are not available today | For detailed WebAgent package and dialogue-type requirements, see [Configure WebAgent feature availability](/channels-integrations/webagent/configure-webagent-feature-availability.md). ## Supervision boundaries For WebAgent with the **Connect** connect model, inbound supervisor actions depend on the bundle. Before DC2023.03, only **Listen** is available for inbound UCC audio calls to an agent. From DC2023.03, **Whisper**, **Talk**, and **TakeOver** are also available for those inbound calls. Outbound-call supervision is available from DC2025.01. For WebAgent with the **Unify** connect model, the supervisor joins unmuted. Do not treat this as a silent listen or whisper action. **Whisper** and **TakeOver** are not available today. Dialogue Workspace **Monitor** shows dialogue details only. It does not join call audio or hand off a supervisor call invitation. Use WebAgent separately for supported call-supervision actions. See [Supervise WebAgent](/use/handle-conversations/webagent/supervise-webagent.md) and [Dialogue Workspace](/use/monitor-and-report/dialogue-workspace.md#monitor-details-without-joining-a-call). ## Replace Snapper 1. Confirm your connect model, bundle, configured channels, licenses, and user permissions before rollout. 2. Use [WebAgent](/use/handle-conversations/webagent.md) for configured voice and text-channel work, customer context, and supported CRM integrations. For Connect voice audio, retain the Microsoft Teams client. For Unify voice audio, use WebAgent. 3. Use [Dialogue Workspace](/use/monitor-and-report/dialogue-workspace.md) for real-time Overview, Skills, Agents, and Dialogues dashboards and dialogue details, not call listening. 4. Validate the agent and supervisor workflows separately. Do not assume that Workspace replaces WebAgent interaction handling or that Unify provides Connect's supervisor action set. For existing Snapper deployments, see [Snapper](/use/existing-dialogue-cloud-neo-connect-apps/snapper.md). --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. 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