Bring AI guidance into the agent workflow.
Agents can use summaries, suggested replies, relevant knowledge, and customer context while they work, without treating AI as a separate tab.
Salted Agent Desktop
Agent work. AI included.
Salted gives human agents one place to handle chats, emails, call-related work, outbound follow-up, bot escalations, notes, customer context, and AI guidance. Agents can monitor ongoing bot conversations and join when judgment is needed, without making the customer restart.
AI
Bot conversation needs approval
Agent can join with policy, order context, and proposed next step.
Guide
CS
Customer asks for a courier update
External participant can be invited into the same thread.
Invite
AG
Agent handling return details
Customer journey, notes, and prior messages are visible.
Active
QI
Closed conversation ready for review
Actions and outcomes can feed quality intelligence.
Review
The problem
Customers feel every break between
A separate bot can answer the easy part. A separate desktop can route the hard part. A separate quality tool can score the transcript later. The customer still experiences the gap: repeated context, stalled escalation, and an agent who has to reconstruct what happened before helping.
Salted Agent Desktop keeps those moments in one place: AI asks for guidance, a human approves or takes over, an external expert joins, and the outcome remains measurable.
The Agent Desktop is not a fallback after automation fails. It is where
automation, human judgment, and customer context meet in real work.
Work routing
Route the work to the right participant without losing context.
Salted supports an operating path from self-service to automation to human involvement while keeping the work visible to the contact center team.
Customer self-service
Menus, choices, and structured questions handle predictable requests.
AI or bot logic
Salted automation or connected automation logic answers and collects context.
Human or external expert
Agents, specialists, partners, or suppliers can help inside the same thread.
Quality and insights
Actions, escalations, resolution, and feedback become operational data.
Agent desktop
Agents see the work that needs
Salted gives agents a focused place to handle chats, emails, call-related work, outbound follow-up, and conversations that need help after automation. Supervisors can follow queue health and active work where permissions allow.
The desktop is designed for live agent assist and collaboration: agents can see summaries, customer context, relevant guidance, and suggested next steps; watch bot-handled work; join when needed; delegate or invite a specific person; and give external participants scoped access to one conversation.
1
Summary
Customer reported damage, provided order ID, and uploaded a photo.
Context
2
Recommended next step
Approve replacement under current policy or request more evidence.
Decision
3
Agent action
Approve, adjust, invite a specialist, or take over the conversation.
Act
4
Afterward
Resolution and review signals feed Quality Intelligence.
Review
Automation fit
The Agent Desktop works with Salted automation or your existing logic.
Teams can use automation configured in Salted, connect existing bot or voice-bot logic, or combine both. Salted provides conversation state, routing, human guidance, actions, and measurement around the automation. That means the same desktop can support automation owned in Salted or decision logic your team already controls.
Invite the right person without moving the customer elsewhere.
Internal experts, suppliers, couriers, partners, or specialists can be brought into selected conversations with scoped access.
Configure customer-facing actions in the same system.
Use Salted to define questions, choices, messages, escalation rules, resolution checks, satisfaction feedback, and expected behavior for selected contact reasons.
Connect logic your team already controls.
When a team already has chatbot, voice bot, or workflow logic, Salted can handle the contact center workflow around it: state, routing, agent guidance, and reporting. Your decision engine can stay yours.
Why buyers care
The desktop is valuable when the work
Every action should leave a usable signal: who joined, what the AI asked, what the human decided, which source was used, whether the customer got an answer, and what should be improved next.
Context
One journey
Conversation history and customer context travel with the work.
Human help
Guided
Humans see the decision point instead of picking up cold.
Review
Visible
Actions and outcomes can be checked against expected behavior.
Scale
Scoped
Teams can start with one channel, brand, or contact reason.
Buyer questions
What the Agent Desktop should make clear.
Is this only live chat?
No. Agent Desktop covers chat, messaging, email, call-related work, outbound follow-up, bot escalation, connected automation, notes, customer context, and work measurement.
Can AI stay involved when a human joins?
Yes. Agents can monitor bot conversations, join when needed, and let the AI continue after a human decision with the same conversation context.
Can external experts help?
Yes. External participants can be invited into selected conversations with scoped access, useful for partners, suppliers, couriers, or specialists.
Can we keep our bot logic?
Yes. Existing bot, voice-bot, or workflow logic can decide what happens next while Salted manages the contact center workflow around it.
What do supervisors get?
Supervisor views can show agent status, active work, queue load, wait-time patterns, and quality signals where the team has access.
How does this connect to quality?
Agent actions, escalation decisions, outcomes, and customer feedback can become reviewable signals for Quality Intelligence.
See the customer conversation stay continuous.
Walk through a contact center flow where AI, an agent, and connected automation work in the same customer conversation.
Book a live demo