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CXP overview

Crescendo CXP is organized around one primary unit of work: the conversation. A conversation keeps the full customer issue in one place, even when the customer interacts through chat, email, or voice. CXP is AI-first. An AI Assistant can answer customers, collect context, categorize the conversation, and decide when a human should take over. When human help is needed, CXP routes the conversation to an eligible team or agent.

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Main workspaces

Agents and administrators use different parts of CXP:
  • Conversations: work customer issues, view history, update status, reply by channel, and use Agent Assist.
  • Contacts: maintain customer identity, profile details, tags, and custom fields.
  • Organizations: group contacts under customer accounts or companies.
  • Search: find past conversations outside the active queue.
  • Analytics: review operational and AI Assistant performance.
  • AI Assistants: manage assistant configuration, versions, skills, and channel behavior.
  • Teams: manage agent groups and routing behavior.
  • Categories: maintain the category catalog used for classification and routing.
  • Settings: manage users, roles, channels, statuses, tags, custom fields, views, and platform preferences.

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Operating model

CXP separates sign-in from routing availability:
  • Signing in gives a user access to the CXP workspace.
  • Going Ready makes an agent eligible for routed work.
  • Going Not ready keeps the agent signed in but removes them from new routing offers.
  • Going Off duty removes the agent from routing while preserving their signed-in session.
Routing uses the current conversation state, category, team mappings, agent availability, and routing policy. The conversation remains the source of truth before, during, and after routing.

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Administrator setup flow

A typical administrator setup sequence is:
  1. Invite users and assign roles in Settings > Users.
  2. Create teams and configure membership in Teams.
  3. Create or import categories in Categories.
  4. Map top-level categories to teams from team routing settings.
  5. Configure chat, email, phone, and related channel settings.
  6. Configure AI Assistants and assign them to entry points.
  7. Configure statuses, tags, custom fields, and views for the tenant.

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Agent workflow

A typical agent workflow is:
  1. Sign in and select the correct tenant.
  2. Set routing state to Ready when available for work.
  3. Accept routed conversations or open assigned conversations from a view.
  4. Review the conversation summary, contact context, status, priority, category, and timeline.
  5. Reply to the customer, add internal notes, update metadata, or use Agent Assist.
  6. Move the conversation to Pending, Resolved, or Closed when appropriate.
For the domain vocabulary behind these workflows, see CXP concepts.