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Staff Agent Frequently Asked Questions

Quick answers to common questions about using Connie as a staff agent.

🔐 Account & Access​

How do I reset my password?​

  1. Click "Forgot Password" on the login screen at https://portal.connie.team
  2. Enter your email address (your username)
  3. Check your email for a password reset link
  4. Click the link and create a new, secure password
  5. Log in with your new password

Can I change my username?​

No, your username is your business email address and cannot be changed. This ensures consistency across the system and helps maintain security.

What if I lose access to my Google Authenticator app?​

Contact your supervisor or IT administrator immediately. They will need to reset your two-factor authentication settings. You'll then set up Google Authenticator again when you next log in.

Can I use Connie on my phone or tablet?​

Connie is optimized for desktop/laptop browsers. While you may be able to access it on mobile devices, the experience is best on a computer with a full screen. Check with your organization about mobile support and policies.

📥 Tasks & Inquiries​

How do I know when I have a new task?​

When your status is set to "Available", new tasks will appear in your Inbox tab. You may also receive:

  • Browser notifications (if enabled)
  • Visual indicators on the Inbox tab
  • Sound alerts (depending on your settings)

Can I reassign an inquiry after assigning it?​

Yes! To reassign:

  1. Go to the inquiry record
  2. Click "Reassign" or "Assign to Staff"
  3. Select the new staff member from the dropdown
  4. Add a note explaining the reassignment
  5. Click "Assign"

What's the difference between assigning and transferring?​

  • Assigning = You're giving the entire task/inquiry to someone else to own
  • Transferring = You're handing off an active conversation (call or chat) to someone else

See Transferring Tasks for more details.

How long do I have to respond to an inquiry?​

Response time expectations vary by organization. Check with your supervisor for your organization's specific standards. Common targets:

  • Urgent inquiries: Within 1-4 hours
  • Standard inquiries: Within 1 business day
  • Non-urgent inquiries: Within 2-3 business days

Can I see my task history?​

Yes, most Connie implementations include reporting and history features. Ask your supervisor how to access:

  • Your completed tasks
  • Your performance metrics
  • Historical client interactions

💬 Communication​

What channels can I use to contact clients?​

Connie supports multiple channels:

  • 📞 Phone calls (VoIP through Connie)
  • 💬 SMS text messages
  • 💻 Webchat
  • 📱 WhatsApp
  • 📱 Facebook Messenger
  • 📧 Email (in some configurations)

The available channels depend on your organization's setup and the client's preferred contact method.

Can I make outbound calls through Connie?​

This depends on your organization's configuration and your permissions. Check with your supervisor about:

  • Outbound calling capabilities
  • Any restrictions or guidelines
  • How to initiate outbound calls

How do I know if a client has read my message?​

Message read receipts depend on the communication channel:

  • Webchat: Usually shows read status
  • SMS: May not show read status (carrier dependent)
  • WhatsApp: Shows read receipts (if client has them enabled)
  • Email: Typically doesn't show read status

Can I communicate with clients in languages other than English?​

If you're bilingual and your organization supports it, yes! Check with your supervisor about:

  • Language capabilities in your organization
  • How to indicate your language skills in Connie
  • Translation resources if needed

📝 Notes & Documentation​

Are my notes visible to clients?​

No. Notes are internal documentation visible only to staff members within your organization. Clients cannot see the notes you write.

How detailed should my notes be?​

Include enough detail that another staff member could pick up where you left off. At minimum:

  • What happened (interaction summary)
  • What you did (actions taken)
  • What's next (follow-up needed)
  • Who's responsible

See Recording Notes for more guidance.

Can I edit or delete notes after saving them?​

This depends on your organization's Connie configuration. Some systems allow editing within a time window, while others lock notes once saved. Check with your supervisor about your organization's policy.

Do I have to add notes for every single interaction?​

Yes! Documentation is essential for:

  • Continuity of care
  • Legal protection
  • Service quality
  • Accountability
  • Outcome measurement

Even brief notes are better than no notes.

⚙️ Settings & Status​

What do the different status options mean?​

StatusMeaning
AvailableYou can receive new tasks
On a TaskAuto-set when you're working on something
UnavailableYou're logged in but not taking new tasks
OfflineYou're logged out

When should I set my status to "Unavailable"?​

Use "Unavailable" when you:

  • Need to focus on administrative work
  • Are in a meeting
  • Are on lunch break but staying logged in
  • Need to finish existing tasks before taking new ones

Always remember to switch back to "Available" when ready!

Will I still receive tasks if I'm "On a Task"?​

This depends on your organization's configuration. In most setups:

  • Single-tasking mode: No new tasks until you complete current one
  • Multi-tasking mode: May receive additional tasks if configured

Ask your supervisor about your organization's task routing rules.

🔧 Technical​

Which web browser should I use?​

Recommended browsers:

  • ✅ Google Chrome (latest version) - Best
  • ✅ Mozilla Firefox (latest version)
  • ✅ Microsoft Edge (latest version)

Not recommended:

  • ❌ Internet Explorer (outdated, not supported)
  • ❌ Safari (limited testing)

Do I need to download any software?​

No! Connie is a web-based platform that runs entirely in your browser. The only app you need is Google Authenticator on your phone for two-factor authentication.

Why does Connie ask for microphone access?​

If you'll be making or receiving phone calls through Connie, your browser needs access to your computer's microphone. This allows you to speak with clients during calls.

Can I use Connie with a VPN?​

This depends on your organization's IT policies. Some organizations require VPN use, while others don't. Check with your IT administrator.

🆘 Getting Help​

What should I do if something isn't working?​

  1. Try basic troubleshooting first:

    • Refresh your browser
    • Clear cache
    • Check internet connection
    • See Troubleshooting

  2. If problem persists:

    • Contact your supervisor
    • Report to IT support
    • See Get Support

Where can I learn more about using Connie?​

Who do I contact for support?​

See Get Support for complete support options, including:

  • Your supervisor (first point of contact)
  • IT/technical support
  • Connie platform support

Is there training available?​

Most organizations provide training for new staff agents. Ask your supervisor about:

  • Initial onboarding training
  • Ongoing training sessions
  • Practice/sandbox environment
  • Training materials and videos

📊 Performance & Reporting​

How is my performance measured?​

Common metrics include:

  • Response time to inquiries
  • Tasks completed
  • Client satisfaction
  • Note-taking completeness
  • Status availability time

Your supervisor can provide details about your organization's specific performance metrics.

Can I see my performance stats?​

Most Connie implementations include reporting features. Ask your supervisor about accessing your:

  • Personal dashboard
  • Performance reports
  • Task completion rates

🔒 Privacy & Security​

Is Connie secure?​

Yes! Connie includes multiple security features:

  • Two-factor authentication (2FA)
  • Encrypted communications
  • Secure data storage
  • Role-based access controls
  • HIPAA compliance (where applicable)

What if I see information I shouldn't have access to?​

Report it immediately to your supervisor. Do not:

  • Share the information
  • Save or screenshot it
  • Access it repeatedly

Can I access Connie from home?​

This depends on your organization's policies. Some organizations allow remote access, while others restrict access to office computers. Check with your supervisor and IT department.

💡 Still Have Questions?​

  • Ask your supervisor - They know your organization's specific processes
  • Check other guides - See the full Staff Agent Documentation
  • Contact support - Get Support for technical issues
  • Suggest improvements - Help us improve these docs by reporting gaps or unclear information

Pro tip: Bookmark this FAQ page for quick reference!