If there are more than one available portal for the organisation area, the agent can select which one to be used, at the top of ACE Answer. For details see ACE Answer portals.
In ACE Agent default settings you choose if automatic search is to be performed, by selecting the name of the preferred portal, and if answers are to be displayed before or after accepting the contact.
If automatic search is configured, ACE Agent and ACE Interact, ACE Answer opens with a search phrase related to data in the incoming contacts.
Data can be task types e.g. collected in IVR and callback records.
In a chat it is the web visitor's question trigging the pop-up, as seen in this animation.
If there is no link on your web site, in your support system, or as a menu choice in ACE Agent, you can open your web browser and enter the web address to your portal, e.g. https://ace.humany.net/agentportal/.
This is an agent portal...
