Configuring the context panel

The context panel is the right-hand column: who you are talking to, their history, and suggested articles. Most of it is configurable.

The context panel is the right-hand column: who you are talking to, their history, and suggested articles. Most of it is configurable.

What it holds

• The customer, with their details and their other tickets.
• Their organisation, where you use organisations.
• The knowledge section, suggesting help centre articles.
• Apps, where you have installed any.
• Device and location information, on messaging and chat conversations.

Configure it

1. Open Admin Center, then Workspaces, then Context panel.
2. Choose which parts of the context panel appear.
3. Decide whether it is open by default.
4. Save.

Open by default or not

Open costs screen width and saves a click. On a wide monitor open is right; on a laptop it squeezes the conversation. Since agents work at different sizes, this is one to decide by asking rather than by preference.

The knowledge section is the one worth configuring

It suggests articles based on the ticket, and agents can insert a link with one click. That single habit reduces both handling time and repeat questions, because the customer gets something they can find again.

It is only as good as your help centre, which is the honest catch. Suggestions from a thin knowledge base are ignored after a week and then never looked at again.

Apps take space

Each app in the panel is a strip of screen. Three useful ones beat eight that are mostly scrolled past, and contextual workspaces let you vary which appear per kind of ticket.

See also

• The knowledge section in the context panel
• Showing cards with extra information
• Contextual workspaces: the form adapts to the ticket