This is the everyday routine of an agent in the EPAV Desk panel: sign in, open My inbox and Unassigned, take a conversation, answer it, leave notes for colleagues, pass it on or resolve it. The panel calls customer conversations "conversations"; the labels below are those of a panel in English, checked in a live panel on 16 October 2026.
Signing in
Open your panel address, for example https://vega-7.epavdesk.com (the same address as your support). On Sign in to your account enter your login in Email, the password in Password and press Sign in. You land in My inbox with Select a conversation from the left panel. on the right.
The owner's login and password are in the EPAV cabinet, section Site: the line Login, the line Password (with a copy button) or, if there is no such line, the button Panel password, which issues a new one. Issue a new password replaces any password on the platform, including one you set yourself.
Invalid email or password. means a wrong password. Forgot password? always answers Check your email for the password reset link., but the email only goes out when emails to your agents are set up: during the trial without your own mail no email comes. Then get a new password from the cabinet or from an admin, who can type one into Set password in your agent card. See Signing in to the panel.
What is where
On a computer the screen has four parts from left to right:
- The icon bar. Hover over an icon to see its name: Inboxes, Contacts, Supervisor, Reports, Admin. At the bottom are the bell (notifications; the red number counts unread ones) and your avatar, whose menu has Theme with three buttons (System follows the light or dark setting of the device, Light and Dark fix one), Away, Reassign replies, Account, Keyboard shortcuts and Logout. An agent with the Agent role sees only Inboxes; the other icons depend on the role, see Roles and permissions.
- The Inbox column with folders. The number next to a folder counts its open conversations.
- The conversation list of the chosen folder, with a status filter (default Open) and a sort order (default Newest activity).
- The open conversation and, on its right, the tabs Details and AI helper. Details shows the customer card (name, email, phone when there is one, country, where they write from) and the blocks Actions, Information, Last visited pages, Notes and Previous conversations. AI helper helps the agent and the customer does not see it: it summarizes the conversation, answers from the knowledge base and suggests a reply, see AI helpers for agents.
On a phone one part is shown at a time: the list, then the conversation; the arrow at the top left goes back. The icons and folders open with the button at the top left above the list, with the bell Notifications and your name (the avatar menu) at the bottom of that menu.
The folders
- New conversation: write to a customer first (below).
- My inbox: conversations assigned to you personally. When it is empty, the panel says "Only conversations assigned to you personally are here. Conversations the bot handed over to a team are in “Team Inboxes” and in “All”." (since 26 October 2026).
- Mentions: conversations where a colleague mentioned you in a private note.
- Unassigned: conversations with neither an agent nor a team. Nobody gets them automatically, so look here every day.
- All: every conversation, including those the AI assistant is handling.
- Team Inboxes: shown when you are in a team; one entry per team with the team's conversations that no agent has taken yet.
- Views: your saved filters (below).
- The magnifier next to Inbox opens the search.
If a conversation you expect is missing, the assistant may still be handling it (it is in All, and Details > Actions shows the assistant's name), or auto-assignment has not run yet: it runs every five minutes, see Agents and teams.
The conversation list
Above the list are two drop-downs. The status: Open, Snoozed, Resolved or Closed. The order: Newest activity, Oldest activity, Started first, Started last, Waiting longest, Next SLA target or Priority first. Each row shows the customer, the channel icon (chat, email, WhatsApp, Telegram), the time since the last activity, the last message and a green circle with the number of unread messages.
Who has the conversation
Details > Actions shows in its first field who handles the conversation: the AI assistant, a colleague or you. If the assistant holds it, your reply takes it over: right before your answer a grey line " self-assigned this conversation" appears, the conversation moves to My inbox, and the assistant stays quiet from then on. Until 17 October 2026 a reply alone did not stop the assistant; in a live check on 16 October it answered the customer's next message and "corrected" the agent.
A private note does not take the conversation, and neither does a reply in a conversation a colleague holds. To stop the assistant before you have anything to write:
- press Ctrl+K (⌘+K on a Mac) and choose Assign to me, or
- in Details > Actions choose your name in the first field.
When you reply to a conversation nobody holds, the panel offers This conversation isn't assigned to anyone. with an Assign to me button. A new message from the customer in your conversation shows as a green number in My inbox; a notice about each one is off by default (turn on New reply on a conversation assigned to me under Account > Notification).
To give the conversation back, choose the assistant in the same field: assistants are listed together with your agents. If the customer's last message has not been answered yet, the assistant answers it right away (6-8 seconds in our checks). Before the conversation goes back, the panel warns you if the visitor's last message has no reply: the window The bot will reply right away quotes the start of that message. Click Return to bot if the reply is still needed. If it is not, click Cancel, reply yourself or close the conversation first, and give it back after that. Tick Got it, don't show this again before Return to bot and the window stops appearing for you in this browser (on your phone or another computer it shows once more). The window appears wherever you give a conversation back: Details > Actions, the Ctrl+K bar (Assign agent) and the bulk bar above the conversation list. It sees your earlier answers as a colleague's answers: it does not take them back or pass them off as its own, and if the customer asks again, it repeats your answer and says it came from your team. More in Handoff to agents and back.
Replying
The reply box at the bottom opens on the tab Reply. Shift+Enter starts a new line, Ctrl+Enter sends. Below the box are Attach file, Add emoji and Generate reply (an AI draft from the knowledge base; read it before sending). Send sends; the arrow next to it, Send and set as, sends and sets the status, for example Resolved.
The customer gets your answer where they wrote from: the chat on your site, email, WhatsApp or Telegram. A message that could not be sent gets a red outline, a red warning icon (hover over it for the reason, for example Not sent: during the trial, our mail sends only to your own addresses from the EPAV cabinet...) and a round arrow that sends it again once the cause is fixed.
Private notes and mentions
Choose the tab Private note in the reply box: the box turns brown. Type @ to mention a colleague (marked Agent) or a team (marked Team), then Send. The note appears on a brown background with a lock and is never shown to the customer. A mentioned colleague gets a notification in the panel and on the phone, an email if agent emails are set up, and the conversation in Mentions. Before sending, check which tab is highlighted: a text sent on Reply goes to the customer.
Passing a conversation on
In Details > Actions:
- the first field (Select agent when empty) sets the agent: a colleague, yourself, an AI assistant, or None;
- the second field (Select team) sets the team;
- Select priority and Select tags set the priority and tags; Suggest tags lets AI propose tags.
The new agent gets Conversation assigned to you #... in the panel and on the phone at once, and an email if they have not seen it within three minutes, see Notifications and the EPAV mailbox.
Resolving, snoozing and closing
The green button above the messages shows the current status and changes it:
- Resolved: the question is solved. If the inbox has the satisfaction survey on, the customer is asked to rate the conversation. When the customer writes again, the conversation reopens and stays with the same agent; in Telegram and WhatsApp only within the inbox's Reopen window (hours), 48 by default for a new inbox.
- Snoozed: pick a time from the list (1 hour to 1 week) or Pick date and time. The conversation becomes Open again when the time comes (the check runs every five minutes) or as soon as the customer writes.
- Closed: close without the survey, for spam or a conversation opened by mistake.
- Open: back to work.
The command bar has the same as Resolve (Alt+E) and Snooze (Alt+Z).
Searching
The magnifier next to Inbox, or Ctrl+K and Search conversations, opens Search. Type a conversation number, a customer email or words from the messages. The tab Conversations finds the conversation with that number and the conversations of customers with that email; the tab Messages finds the words in messages, private notes included. Narrow it down with Status, Priority, Inbox, Assignee, Team, Select tags and Conversation date. Customers themselves are found by name, email or phone: type part of it in the Ctrl+K bar, or in To when you start a new conversation.
Starting a conversation
New conversation at the top of the Inbox column opens a form with the tabs Email (From an email inbox, To, Subject, the text, Send) and WhatsApp (a template message, see WhatsApp). It needs the permission Create conversation, which the Admin role has and the Agent role does not.
Views
Hover over Views in the Inbox column and click the + that appears. In Create View enter a Name, add conditions with Add condition (for example Status and Tags) and Save. The view appears under Views with its own counter; edit or delete it from the three dots next to it. Views shared with everyone are made by an admin under Admin > Conversations > Shared views.
Keyboard shortcuts and the command bar
Ctrl+K (⌘+K on a Mac) opens the command bar with every action on the current conversation (Resolve, Snooze, Assign to me, Assign agent, Apply macro, Download transcript and more) and jumps to all panel pages; Use system theme switches the panel theme back to the device setting. The full list of shortcuts is under avatar menu > Keyboard shortcuts: Alt+J and Alt+K previous and next conversation, Alt+E resolve, Alt+O reopen, Alt+Z snooze, Alt+A assign agent, Alt+R reply, Alt+N private note, Ctrl+Enter send, Ctrl+M (⌘+M) macros. On a Mac, ⌥ replaces Alt.
Transcript and summary
The … button above the messages has Download transcript (a text file transcript-<number>.txt with the messages, without private notes) and Summarize with AI (a short summary added as a private note).
The panel language
The panel is shown in the platform language, one for all agents: an agent cannot pick their own, and Account has no language setting. An admin changes it under Admin > Workspace > General, Language. Activity lines written before 16 October 2026 (such as "Assigned to ... by System") stay in English; newer ones are written in the platform language.
On a phone
The panel can be added to the home screen and send notifications, see Notifications and the EPAV mailbox.
Contacts and reports
Customer records are on the Contacts page, see Contacts. The Reports page shows the numbers of the last days, see Reports, and the Supervisor page the queue right now, see Supervisor panel.