From organization setup to agent support

Define the support scope

1. Create an organization and its initial administrator in Admin. Record its six-digit company ID.
2. Sign in to Console with that company ID and administrator account. Create employees, groups and group memberships.
3. Create a channel account in Console and assign its support group. Supply channel-specific receiving credentials, then complete sending credentials.
4. Sign in to Desk as an organization employee. Current group authorization determines visible channels and conversation history.

Complete a real conversation

Register the callback URL from Console on the official platform and complete its signature verification, event subscription and account authorization requirements. Send a test message from the real channel. After persistence, Desk receives updates over WebSocket. Agents can read history, send text replies, maintain tags and internal notes, and end or resume support.

Outbound attachments are not available. Reading incoming media depends on the channel and its credentials. Complete receiving fields do not imply complete sending fields or successful platform authorization.

Empty lists and access changes

An empty inbox is expected before an account receives a valid callback. Check the company ID, employee group membership and channel group assignment before investigating callbacks, signatures and sending configuration. After an access change, Desk queries its scope again. History follows current authorization rather than permanent ownership by an agent.

References

Desk feature scope ↗ · Channel fields and limitations ↗. Use MockPulse for local callback testing, then validate the real platform separately.