> ## Documentation Index
> Fetch the complete documentation index at: https://docs.ycloud.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Customer Support Guide

> Set up your agent account and handle, close, and transfer Inbox conversations.

## Accept the invitation

Find the corresponding activation email and click the **Activate account** button to accept the invitation and complete account activation.

<Frame caption="Select Activate account in the invitation email to finish setting up your account.">
  <img src="https://mintcdn.com/lchnan/9zlgZMZStxEKrVPM/product-assets/16baf0ba28-image-260.webp?fit=max&auto=format&n=9zlgZMZStxEKrVPM&q=85&s=22460576fc48e0d252192ce1bc23a96e" alt="YCloud account invitation email with the activation action" width="1600" height="900" data-path="product-assets/16baf0ba28-image-260.webp" />
</Frame>

## Personal account settings

### Personal preferences

Find Account (the avatar in the lower-left corner) and click **Edit** to go to Account > [Profile](https://www.ycloud.com/console/#/app/userSettings/myProfile)

Upload an avatar. Recommended size: 640×640, under 5 MB, and fill in the basic information.

PS: This information is only used for internal management and identification. Customers can only see the avatar of the corresponding WhatsApp number.

<Frame caption="Update your profile details and password under Personal settings.">
  <img src="https://mintcdn.com/lchnan/INCfGITGB_rYG20v/product-assets/inbox/customer-support-profile-redacted.png?fit=max&auto=format&n=INCfGITGB_rYG20v&q=85&s=85b62810e905c796835d053eb681cf59" alt="Profile settings page with the user's photo, name, email address, phone number, and sidebar avatar redacted" width="1778" height="884" data-path="product-assets/inbox/customer-support-profile-redacted.png" />
</Frame>

### Notification preferences

Set the scenarios that trigger inbox notifications: Inbox - Settings - Notifications

* Set when sound alerts are triggered
* Set when browser pop-up alerts are triggered (browser notification permission must be enabled)

<Frame caption="Choose when audio and push alerts should trigger. Enable push notifications if you want browser alerts.">
  <img src="https://mintcdn.com/lchnan/gXEJIQXV2JH2VUQJ/product-assets/english-help-2026-09-22/inbox-personal-notifications-annotated.svg?fit=max&auto=format&n=gXEJIQXV2JH2VUQJ&q=85&s=54b0e3d6181b2fc903073fc32f1e6a09" alt="Inbox personal notification settings with Enable push notifications outlined." width="3024" height="1656" data-path="product-assets/english-help-2026-09-22/inbox-personal-notifications-annotated.svg" />
</Frame>

## Receive customers

### Get familiar with the Inbox chat interface

Please refer to the documentation.

### Start chatting

#### Personal status settings

After logging in, the status is **Away**. Change the status to **Available**, and new incoming conversations will be automatically assigned.

Customer service status is the basis the system uses to determine whether conversations are automatically assigned.

<table><colgroup><col /><col /><col /></colgroup><thead><tr><th>Name</th><th>Display</th><th>Explanation</th></tr></thead><tbody><tr><td>Away</td><td /><td>Away: when the assignment rule is set to "Only assign to online agents", new conversations will not be automatically assigned to away agents; they can still be manually transferred new conversations</td></tr><tr><td>Available</td><td /><td>Available: new conversations will be automatically assigned; conversations can be manually transferred</td></tr><tr><td>Offline</td><td /><td>Not logged in to the system: new conversations are assigned only when the assignment rule is Owner priority. Conversations can be manually transferred</td></tr></tbody></table>

<Frame caption="Your availability is shown beside your profile at the upper left of Inbox. Open Away to change it to Available when you are ready.">
  <img src="https://mintcdn.com/lchnan/rmZYWVwRdpR7TJaI/product-assets/english-help-context-2026-09-23/inbox-overview.png?fit=max&auto=format&n=rmZYWVwRdpR7TJaI&q=85&s=cde9c1132d3fff6631cf9fe2b98e3252" alt="Full Inbox workspace showing the agent's Away status beside the profile in the upper-left corner." width="3024" height="1656" data-path="product-assets/english-help-context-2026-09-23/inbox-overview.png" />
</Frame>

#### Start a new chat

Please refer to the documentation: Start a new chat

### In chat

#### Use the chat box

Please refer to the documentation: Inbox chat area

#### Edit customer information

1. When a customer initiates a conversation, the customer-related information will be recorded in Contact. During chat, you can view the user's information. The path is:

* Click the user's name area
* Click the expand button on the right

1. Record useful information, add tags for the customer, and modify attributes.

* Add tags: find the Tags section, then click the **➕** button to select an existing tag
* Modify attributes: click the text after the attribute to change the relevant attribute. Click a blank area with the mouse to save (you can also press Enter on the keyboard to save).

This change will be synchronized to the Contact list.

1. Star important customers

* Add a star: click the star icon to light up the star for the user. The user can then be quickly filtered in the Tags category under **Starred**
* Remove a star: click the star icon again. The star changes from yellow to colorless, which means the star has been removed

### End your chat

#### Close the conversation

Click the **Close** button next to the user's name at the top of the conversation area to end the conversation. The conversation status changes to **Closed**.

> **Tip**

Please note: If you have already set up an automatic reply in AI Agent, you still need to click the transfer button to transfer the conversation to a human agent. Otherwise, even if a human agent replies first, AI Agent's automatic reply will still be triggered.

#### Transfer a conversation

Click the **Transfer** button next to the user's name at the top of the conversation area, then select the person you want to transfer to from the dropdown list. You can enter a name to search quickly.


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