> 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/handle-conversations/webagent.md).

# Use WebAgent

Use WebAgent to handle voice, text, and CRM-based customer interactions.

WebAgent is the interface agents and supervisors use to handle contact center dialogues. Depending on your configuration, WebAgent can connect to services such as Unified Contact Center (UCC), chat, Dialogue Manager, CRM Service, timeline, and call-property services.

## What you can do in WebAgent

Use WebAgent to:

* Handle inbound and outbound voice conversations.
* Handle text dialogues, such as email, WebChat, WhatsApp, SMS, and generic provider dialogues.
* Search for contacts and customer records.
* View conversation details and timeline information.
* Work from inside a customer relationship management (CRM) system when a CRM integration loads WebAgent there.
* Supervise active dialogues when you have supervisor permissions.

## Which layout are you using?

WebAgent has a **classic layout** and a **new layout**. If a layout switch is available in your version, the classic layout offers **Try the new WebAgent layout** in the lower-left corner; the new layout offers **Back to original layout** there. The classic layout has the **MePerson** menu at the top right and dialogue tabs such as **Classification**. The new layout has navigation on the left, **MePerson** at the bottom left, and configurable dialogue widgets. The locations below refer to these two layouts, not to your connect model. For the DC2025.01 layout-preview procedure, see [WebAgent layout preview in DC2025.01](/use/handle-conversations/webagent/new-layout-preview-dc2025.01.md).

## Find your way around

| Area                    | Use it for                                                                                                                                    |
| ----------------------- | --------------------------------------------------------------------------------------------------------------------------------------------- |
| **Dialogues**           | View your conversations. In the classic layout, find waiting and connected work here.                                                         |
| **Queue**               | Find waiting work in the new layout.                                                                                                          |
| **Contacts**            | Search for people, call or message them, and manage contact groups.                                                                           |
| **Call History**        | Review earlier accepted, outgoing, or missed audio calls when history is available.                                                           |
| **Dial pad**            | Place outbound calls when your UCC enables outbound calling; in the new layout, find this button at the top of **Dialogues**.                 |
| **New Email**           | Start an outbound email when an Email Dialogue Provider is configured; in the new layout, find this button at the top of **Dialogues**.       |
| **Agenda**              | Review your calendar or a contact's availability when calendar access is configured.                                                          |
| **MePerson / Settings** | Sign in to a UCC or choose a reason code from **MePerson**; in the new layout, use the separate **Settings** navigation item for preferences. |

During a conversation, the classic layout places **Contact information** in the left column and **Classification**, **Timeline**, and **Cases** in tabs. In the new layout, these can appear as widgets in the conversation or as buttons beside it that open a side panel. Which areas you see depends on your role, connect model, screen size, widget settings, and enabled features. For a first call, start with [Handle voice calls](/use/handle-conversations/webagent/handle-voice-calls.md); for the location of **Classification** and post-call handling, see [Classify a dialogue](/use/handle-conversations/webagent/manage-dialogues-and-history.md#classify-a-dialogue).

## Sign in

* [Sign in and manage your profile](/use/handle-conversations/webagent/sign-in-and-profile.md)

## Handle daily dialogues

* [Handle voice calls](/use/handle-conversations/webagent/handle-voice-calls.md)
* [Transfer a call](/use/handle-conversations/webagent/transfer-calls.md)
* [Handle email dialogues](/use/handle-conversations/webagent/handle-email-dialogues.md)
* [Handle WebChat dialogues](/use/handle-conversations/webagent/handle-webchat-dialogues.md)
* [Handle WhatsApp and SMS dialogues](/use/handle-conversations/webagent/handle-whatsapp-sms-dialogues.md)
* [Handle generic dialogues](/use/handle-conversations/webagent/handle-generic-dialogues.md)

## Use aids and reference

* [Manage dialogues and call history](/use/handle-conversations/webagent/manage-dialogues-and-history.md)
* [Use contacts and agenda](/use/handle-conversations/webagent/use-contacts-and-agenda.md)
* [Set WebAgent preferences](/use/handle-conversations/webagent/set-webagent-preferences.md)
* [Use WebAgent in a CRM system](/use/handle-conversations/webagent/use-webagent-in-crm.md)
* [Use keyboard shortcuts](/use/handle-conversations/webagent/use-keyboard-shortcuts.md)

## Supervise dialogues

* [Supervise WebAgent](/use/handle-conversations/webagent/supervise-webagent.md)

## Troubleshoot

* [Troubleshoot WebAgent](/use/handle-conversations/webagent/troubleshoot-webagent.md)

For WebAgent configuration, see [Configure WebAgent](/channels-integrations/webagent.md). If troubleshooting does not resolve the issue, go to [Operate & support](https://atlas.anywhere.now/operate/).


---

# 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. Learn more at gitbook.com.

## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation by asking a question.

Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters:

```
GET https://atlas.anywhere.now/use/handle-conversations/webagent.md?ask=<question>&goal=<user_goal>
```

`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case.

The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.