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Help Center/All guides

THE COMPLETE LIBRARY

All SentroDesk guides.

Find setup instructions, daily workflows, and troubleshooting by product or task.

Getting started

Set up your first support workspaceConnect the right workspace, people, content, and customer entry point before your first support conversation.Sign in and switch workspacesUse password or Google sign-in, then confirm the workspace before you work with customer conversations.Find your way around SentroDeskKnow where each part of the support workflow lives so you can move from a customer request to the right tool.Understand plans and feature accessChoose the support and review tools your team needs, with fixed per-user pricing.AI knowledge collections or a public Docs Site?Choose the right content destination: the chatbot’s answer sources and your public documentation site are different tools.

Live chat & inbox

Read a conversation and send a replyUse the inbox to continue a customer conversation with its history and customer details in view.Find open, closed, and unassigned conversationsChoose a view that matches the work you are looking for instead of assuming an empty queue means no history exists.Use notes, attachments, and draft assistanceKeep internal context separate from customer replies, and review every assisted draft before sending it.Create and use saved repliesBuild reusable responses with shortcuts, merge tags, and the right visibility for your team.Organize conversations into team inbox foldersGive teams a clear place to find relevant conversations without losing the conversation’s customer context.Understand transfers and agent availabilityCheck who can accept a conversation before handing it off or relying on round-robin assignment.Search conversations across your workspacesFind bot and human sessions by session ID, visitor, message, owner, or ticket.Review customer details and earlier conversationsUse the right-hand customer panel to understand context before choosing the next response.

Tickets

Create a ticket from a conversationAttach the conversation to a support ticket and send the customer a confirmation with its ticket number.Find tickets and understand queue statusUse the ticket queue to separate active work from resolved requests and identify SLA concerns.

AI chatbot

Choose chatbot, human-agent, and ticket modesReview which customer-support paths are enabled for the active workspace.Set the chatbot character and handoff promptKeep the bot’s instructions focused on your support role, tone, and when a person should take over.Review chatbot sessions in Bot MessagesRead the actual bot conversation before changing a prompt or a knowledge source.

Knowledge Base

Create a knowledge collectionGroup related support sources so the chatbot can retrieve the right reference material for your workspace.Add documents and URLs to a collectionAdd the approved content your team wants the chatbot to use as an answer source.Configure AI knowledge retrieval (RAG)Control how indexed source excerpts are included in chatbot replies.Prepare reliable content for AI answersMake your support material clear enough for both an agent and the chatbot to use confidently.

Insights & quality

Choose a reporting scope and date rangeUse Reporting to review live chat, tickets, and chatbot performance in the appropriate context.Read live-chat operations reportsUnderstand queue workload, handoffs, response behavior, and SLA risk before deciding where agents need help.Review ticket volume and SLA riskUnderstand the active backlog and its status mix without confusing it with the conversation queue.Read chatbot activity and customer feedbackReview how customers use the bot, where conversations hand off, and what feedback needs attention.Review customer sentiment analysisUse sentiment as another view of the exchange, then return to the customer’s actual messages before acting.Review conversation quality with AutoQAReview AI grading of human-agent replies after a live-chat session is resolved.

Team & settings

Update workspace and personal profile detailsKeep the workspace identity distinct from your own profile so each update affects the right audience.Invite an agent and review their accessGive teammates the workspace access they need through a secure invitation link.Configure round robin and agent capacityDistribute new assignments to available agents while respecting concurrent-chat limits.Set chat and ticket response targetsUse SLA targets to highlight requests that need a human response.Choose workspace notification channelsDecide which workspace notifications reach agents through email, the dashboard, desktop push, and sound.Manage your sign-in securityFind the platform’s password and optional authenticator settings without sharing credentials.Choose light, dark, or system appearanceUse the appearance that suits your working environment and save it across your workspaces.

Integrations & email

Configure workspace email deliveryChoose the email service your workspace uses and review sender details before enabling customer-facing email.Review email events and templatesKeep automatic workspace email useful, clear, and consistent with your support experience.Check the Slack integrationReview whether conversation notifications are connected to Slack for your workspace.Handle workspace API keys safelyUnderstand where workspace API keys belong before connecting an external service.

Customer-facing Docs Site

Create a page in the built-in Docs SiteWrite a customer-facing documentation page inside SentroDesk and control when it becomes public.Choose hosting for the built-in Docs SiteUse the hosted address or configure your own domain for pages created in SentroDesk’s Docs Site.Connect a domain to the built-in Docs SiteUse a domain you control for documentation published through SentroDesk’s native Docs Site.