EngageOne documentation

Learn the basics of Driansh EngageOne and handle your first conversation.

• What is Driansh EngageOne?
• Glossary
• Your first conversation

Set up your account, team, roles, inboxes and business hours.

• Account settings
• Inboxes and channels explained
• Teams

Connect website chat, WhatsApp, social media, email, SMS and more.

• Website live chat
• WhatsApp (Cloud API)
• WhatsApp through Twilio

Take and make WhatsApp and phone calls from the inbox.

• Calling overview
• Phone calls with Twilio
• WhatsApp calling

Install, customise and secure the live chat widget.

• Customise the live chat widget
• Install the widget on your website
• Identify logged-in users

Labels, canned responses, contacts, notes, CSAT, macros and automations.

• Labels
• Canned responses
• Custom attributes

Set up the EngageOne AI Assistant and AI help for agents.

• Introduction to the EngageOne AI Assistant
• Create an assistant
• Documents and FAQs

Read conversation, agent, team, label and CSAT reports.

• Reports overview and live view
• Conversation, agent, inbox, team and label reports
• CSAT reports

Publish a self-service help center for your customers.

• Set up a help center
• Custom domain and languages
• Show help articles in the chat widget

SLAs, assignment, campaigns, WhatsApp templates, security and more.

• SLA policies
• Assignment and agent capacity
• Campaigns

Connect EngageOne to Slack, Shopify, Linear, Dialogflow, OpenAI and other apps.

• Slack
• Shopify
• Linear

APIs, access tokens, webhooks, interactive messages and real-time events.

• API overview
• Access tokens
• Webhooks

Keyboard shortcuts, the command bar, bulk actions and everyday tips.

• Keyboard shortcuts
• Command bar
• Bulk actions

Fix common issues with notifications, channels, email and the mobile apps.

• Mobile apps
• Browser notifications
• Notifications not arriving