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Home / Help / PulseConnect
PulseConnect help

Run the floor from one console.

PulseConnect is the Pulse contact center: voice, SMS, web chat, and email routed by one engine into one agent inbox, with a supervisor console over the top. This guide covers both seats — what an agent does day to day, and what a supervisor sets up.

Open the Agent ConsoleSee the product →
Before you start

Seats and sign-in

PulseConnect uses your Pulse sign-in. What you can see depends on the seat a supervisor gave you.

Sign in through Pulse

Go to login.pulsetechnologies.ai and open the PulseConnect tile. There is no separate password.

Agent seat

The Agent Console, your assigned conversations, and your own call history. Agents see the work routed to them, not the whole floor.

Supervisor seat

Everything an agent sees plus the supervisor console: the live floor, queues, agents, analytics, workforce, flows, and integrations.

Wrong screen?
“No agent seat linked” means your sign-in is not attached to an agent yet — a supervisor adds you on the Agents page with your email. “Supervisor access required” means your seat is set to Agent; a supervisor can change it on the same page.
Agents

Taking your first call

1 · Allow the mic
Turn on this browser as a device in the Agent Console and allow microphone access when the browser asks. The tab registers as a softphone; the status reads registered when it is ready.
2 · Go available
Set your presence to Available. Routing skips agents who are away, offline, or already at their concurrent limit.
3 · Answer
An incoming call rings the tab and shows the caller. Click Answer. The current-call card fills in with the queue, the timer, and the caller’s history.
4 · Handle it
Hold puts the real caller on hold music, not a local mute. Transfer sends the caller to another number and hands the call off. The keypad sends tones down the live call.
5 · Wrap up
After hangup the call moves to wrap-up, the recording is stored, and the caller may be asked to rate the call. Set yourself back to Available when you are ready.
Desktop app
The same console ships as a signed desktop app for Windows, macOS, and Linux — useful when a browser tab keeps getting closed. Download it here.
Agent Console

What is on the screen

Presence

Available, Away, or Offline. Routing only offers work to an available agent who is under their capacity.

Your browser as a phone

Turn on the device toggle once and the tab registers as a softphone — calls ring in it, with answer, hold, mute, transfer, and keypad tones.

Caller context

Who is calling, how often they have called before, and anything an AI bot or web form pushed in ahead of the call.

Payment capture

Start a secure capture mid-call and the caller keys their card on the keypad. The agent sees masked progress, never the number.

Unified inbox

Texts, web chats, and emails assigned to you in one list with unread counts per channel, plus deep links from a desktop notification.

Call history

Your own recent calls with queue, wait, talk time, and outcome — answered, abandoned, or overflowed.

Supervisors

Setting up a queue that routes properly.

1 · Add agents
On Agents, add each person by name and email, give them skills as short tags, set their seat, and set how many calls and how many text threads they can hold at once.
2 · Create the queue
On Queues, name it, choose the channels it handles, set the routing strategy, and attach the number that feeds it. A number can only belong to one queue.
3 · Decide the waiting rules
Set the target answer time, what happens on overflow — voicemail, forward, redirect, or disconnect — and whether long waits are offered a callback.
4 · Check it
Use Route preview on the queue to see who the engine would pick right now and why, before a real caller finds out.
Supervisor console

The pages, and what each is for

Dashboard
The live floor — who is on what, calls in progress, queues waiting, and anything that arrived but has not been routed to anyone.
Agents
The roster: skills, seat, presence, capacity per channel, time in status, and releasing an agent’s open threads when they leave for the day.
Queues
Channels, routing strategy, skills, numbers, overflow, callback, reply targets, and the unrouted list with Route now and Claim.
Calls
Call history with recordings to play or download, plus outstanding callback requests to close out.
Conversations
Oversight of text, chat, and email threads across the whole floor, not just your own.
Analytics
Service level, average speed of answer, handle time, abandonment, and CSAT for voice; volume, first-reply time, and percentage within target for the text channels.
Workforce
Shifts and weekly recurrence, adherence against those shifts, and Erlang-C staffing forecasts for a volume you expect.
Flows
The IVR and routing flow editor, with validate and simulate before you publish a change.
Integrations
Channel connections, CRM connections, the inbound caller-context webhook, and outbound webhooks with their delivery log.
Channels

Turning on text, chat, and email

Each channel is connected once on the Integrations page, then enabled on the queues that should receive it.

Voice
Point a number at the queue that should answer it. Numbers are provisioned with your Pulse account; a number already used by another queue is refused with the holder named.
SMS
Connect the SMS channel to Pulse SMS from Integrations. The organization needs Pulse SMS provisioned and a 10DLC-registered number before texts can be sent — registration is a carrier process that takes days, not minutes.
Web chat
Create a widget, style it, choose whether to ask for a name and email first, and set an away message. Paste the one-line script on your site. Pin a widget to a queue, or leave it unpinned to use the first chat queue.
Email
Connect a dedicated inbox subdomain — never your primary domain, because receiving overrides its mail routing. PulseConnect returns the DNS records to publish; click Verify once they resolve. Replies thread properly and reopen a closed thread.
Capacity
Calls and text threads are separate pools. An agent might hold one call but six open texts — set both on the Agents page, or set tenant-wide defaults that apply to everyone you add next.
Integrations

Getting calls into your other systems

CRM connections
Connect HubSpot, Salesforce, Pipedrive, Zoho, Dynamics 365, Monday, or ActiveCampaign. A completed call is matched to the contact by phone and logged there as a note, task, or activity.
Outbound webhooks
Register any URL to receive signed call.completed events — your own system, or an automation tool as a bridge to anything else. Each endpoint shows its signing secret and a delivery log, and has a Test button.
Caller context in
Your AI bot, web form, or automation can push what it already learned against a caller’s number before the call reaches an agent. The URL and a signed example are on the Integrations page; rotate the secret there any time.
If something looks wrong

Troubleshooting

Calls never ring me
Check the device toggle says registered, that you are Available, that you are not already at your concurrent limit, and that your skills match the queue’s. Route preview on the queue shows who it would pick.
No audio
The tab needs microphone permission. In the desktop app, allow the microphone at the operating-system level too, then restart it.
Ringing stops when I close the tab
The browser tab is the phone. Keep the console open, or use the desktop app.
A message arrived but nobody got it
It is sitting unrouted because no enabled queue handles that channel, or nobody with capacity was available. Enable the channel on the queue, then use Route now or Claim from the unrouted list.
Texts will not send
Almost always 10DLC: the organization needs Pulse SMS provisioned and its number registered. The connect card names the real reason.
Inbound email never appears
Confirm the inbox domain shows Verified and the published DNS records still resolve. Verification can take a few minutes after the records go live.
Still stuck?

We answer within one business day.

Email support with your organization name, the queue, and roughly when it happened — that is usually enough to find the call.

support@pulsetechnologies.aiAll support options