Home
The first screen of hiy. It covers your whole account: what needs you, how your agents are doing, today’s conversations, the week and your plan.
Your numbers
The top line says what’s happening right now, such as a visitor talking to your agent. Under it, four cards show Conversations, Answered without handover, Handed over and New leads for Today or 7 days, each with a small chart. Press a card to see it by agent (Handed over by reason), then Open in Insights. Until your first conversation, the cards say Collecting.
Ask Coach waits at the bottom of Home. Press it, type a change in your own words, such as “be shorter about pricing”, pick the agent with @, and Coach answers right there with the change for you to approve. Open full Coach opens it at the side.
What needs you
Needs you lists what’s waiting for you, one row per kind, each with one button.
- The waiting for a person row counts the people who asked for your team. Open takes you to your Inbox.
- The need an answer row counts the questions your agents couldn’t answer. Answer opens the first one right there: write the answer and press Teach it. It goes to the agent that was asked and is live at once; Try it asks that agent in Test.
- With nothing waiting, it says All caught up.
How your agents are doing
Your agents
One line per agent: where it’s live, and how often it answered over the last 30 days, once it has had 20 conversations. A ring on its mark means someone is waiting on you about that agent. A pause sign means your plan is paused, so it isn’t answering. Press a line to open the agent.
Until your workspace is set up, Get set up shows how many of its four steps are done and the next one; press it to see every step. Recommended for you suggests up to three next steps from your week, and with Coach on, changes Coach noticed (five in all).
Today
One lane per agent. Each conversation is a short run of marks at the time it started: answered, declined, a lead, a handover. A ring at the end means it’s still waiting on you. Press a run to see its steps and open the conversation. ‹ and › step back a day at a time, and Activity lists every conversation.
On a phone, the day runs down one line, newest first.
This week
One sentence sums up the week, such as answered 73 of 80 questions and handed 8 to a person, with a chart of conversations per day against last week. Most cited lists the sources your agents leaned on most. Agent shows one agent’s week, and Open Insights goes further.
Answered from your material
The week’s first figure counts every question visitors asked, and how many your agents answered without saying they couldn’t. The difference is waiting on Unanswered: answer each once and it won’t come back. It doesn’t measure whether an answer was right, or whether the visitor left happy.
Plan and usage
Your plan, with one meter for training words and one for sources, shared by all your agents, and a line for each agent. Plan & billing opens the details.
The Agents list
Agents in the sidebar lists every agent, grouped as Support Agents, Team Agents and Expert Twins, with this week’s conversations and what needs you for each. Each group ends with a button to make a new one, saying how many agent slots you have left.
Tip
Collapse menu shrinks the sidebar to icons, and Hide pages hides the second column. This browser remembers both.
Good to know
- Home adds up every agent you own. A Team Agent’s conversations are counted but never listed one by one.
- An agent’s own page holds what is about that one agent: see An agent’s Overview.
- On a new account, Inbox, Unanswered and Insights say what’s missing and offer the one step that fixes it.