START HERE · ICX CUSTOMER GUIDE

Your first steps with ICX

Get to know all 17 modules, then follow the instructions for your daily service tasks. Start with the big picture and explore each module when you need it.

What is ICX?

ICX brings automated replies, live chat, email, tickets and service analytics into one customer service platform. Bots handle routine questions, agents take over when needed, teams track follow-up in tickets, and reports help improve the service.

The journey of a customer question

01Website chat02Bot / Workflow03Help Desk04Ticket05Data Center

This is a typical service journey; not every issue needs every stage. Select a stage to open the relevant chapter.

Before you begin

First visit

  1. Click here: company-provided workspace entry

    Open your company workspace

    Use your company-provided entry and your own account. Contact your administrator if sign-in fails. This guide supplies no sign-in details and does not operate the application for you.

Where to click in the ICX left menu

Click here: the icon and English label in the narrow left rail of ICX, such as Bots.

The map below shows the left menu in ICX. Its numbers match this guide's chapter numbers. Move the pointer over the ICX left menu and scroll inside it: 14 Data Center, 15 Categories & Tags, 16 Promotion and 17 Settings follow 13 Form Builder. Scrolling the main content does not move the menu. 03 Workflow is not a main-menu item; it sits inside Bots: open Bots → select a bot → Operation → Workflow.

The ICX left menu in production. Numbers match this guide's chapters: 01 Dashboard, 02 Bots, 03 Workflow (Bots → Operation → Workflow), 04 Help Desk, 05 Announcement, 06 Mailbox, 07 Email Outreach, 08 Ticket, 09 Call, 10 Contacts, 11 Agent, 12 Teams, 13 Form Builder, 14 Data Center, 15 Categories & Tags, 16 Promotion, 17 Settings.
This is a guide, not the ICX application

This page does not sign you in, send email, make calls or change your workspace. Screenshots help you locate controls; content, labels and available features can vary with version and permissions.

Choose a learning path

For support agentsHelp Desk → Contacts → Ticket → MailboxFor bot and content ownersBots → Workflow → Form Builder → AnnouncementFor administratorsSettings → Teams → Agent → Data Center

All 17 modules at a glance

17
01

Dashboard

Click Dashboard in the left menu. Get a quick view of activity across your workspace and teams.

View instructions →02

Bots

Click Bots in the left menu. Manage your automated service experience, from branding and knowledge to workflows and help content.

View instructions →03

Workflow

Click Bots → select a bot → Operation → Workflow to design conversation routes.

View instructions →04

Help Desk

Click Help Desk in the left menu. Handle live customer conversations in one service workspace.

View instructions →05

Announcement

Click Announcement in the left menu. Display important notices in your customer chat experience.

View instructions →06

Mailbox

Click Mailbox in the left menu. Connect a company mailbox to receive, reply to and assign email in ICX.

View instructions →07

Email Outreach

Click Email Outreach in the left menu to locate the batch-email editor and sending history.

View instructions →08

Ticket

Click Ticket in the left menu. Track customer issues that need follow-up beyond a single conversation.

View instructions →09

Call

Click Call in the left menu. Manage outbound calling lists, campaigns and follow-up records.

View instructions →10

Contacts

Click Contacts in the left menu. Look up customer profiles, contact tags and related tickets.

View instructions →11

Agent

Click Agent in the left menu. Maintain schedules and skill records for human support agents.

View instructions →12

Teams

Click Teams in the left menu. Organize brands and service teams, and configure assignment rules.

View instructions →13

Form Builder

Click Form Builder in the left menu. Design forms, automate follow-up and work with submissions in Results.

View instructions →14

Data Center

Scroll the left menu below Form Builder and click Data Center in the left menu. Analyze conversations, agent performance and satisfaction, and export operational data.

View instructions →15

Categories & Tags

Scroll the left menu below Form Builder and click Categories & Tags in the left menu. Maintain shared categories and tags for conversations and tickets.

View instructions →16

Promotion

Scroll the left menu below Form Builder and click Promotion in the left menu. Browse product information; this is not a feature-configuration page.

View instructions →17

Settings

Scroll the left menu below Form Builder and click Settings for working hours and member roles.

View instructions →