Channel setup lives under Channels and the WhatsApp hub. Agent tools that create tickets or bookings live under Workflow Tools. Operate is where your team works those outcomes.
Open Operate
1
Open your project
Sign in and open the project you want to operate.
2
Go to Operate
In the project sidebar, find Operate. Choose Conversations, Customers, Tickets, Bookings, or Handover.
Pages
Conversations
Live inbox: search, filter, take over from the AI, send WhatsApp templates, and close sessions.
Customers
Unified profiles across chat and voice, with timeline, tickets, and bookings.
Tickets
Native Botcadence tickets in Operate. Agents can also create Freshdesk, Intercom, or Zendesk tickets when that connection is selected on workflow tools.
Bookings
Bookings your agents created, cancelled, or rescheduled with scheduling tools.
Handover
Handover Insights metrics. Handle live handovers in Conversations with My Handover.
Handover in the sidebar opens analytics (Handover Insights). The live queue is Conversations → Assignment filter → My Handover.For project-wide KPIs (chat, calls, tickets, and more), use Insights.