What Is EngageCX?

How Do I Access EngageCX?

1. Just like Portal, both the "Extension" View and the "Manager" View can be accessed via the same login. 
   

1. Start here: https://engagecx.clarityvoice.com/
   
   
2. Enter the following items:
   
1. Your Company Name (this is generally the same as your Portal domain)
   
2. Your "Account" Name:  This is your username in EngageCX.  
   
3. Your Password.  Your initial password will not be the same as your Portal Password.  If you prefer, you may change this password to match your Portal Password.  For security purposes, however, your password changes will not affect each other.  You may safely change one or both without affecting the other. 
   
4. Example: 
   
   
   
3. Click Sign in.  Once logged in, you will see the following: 
1. If you are assigned as an Agent, or similar Role, you will automatically be loaded into the Agents Panel (also known as the Agent Console).   
   
   
   
2. If you are assigned a Supervisor Role or above, you will automatically be loaded into the Control Panel. 
   
   
   
4. All Users will have a view in both the Control Panel and the Agents Panel. You may toggle easily between these views by clicking the matching icon. 
   
1. To switch to Control Panel, click the Agents Panel icon in the top right of your screen.  A new Window will open.  You may keep both windows open if you like. 
   
   
   
2. To switch to Agent Panel: 
   
   
   
5. For future logins, you may choose to enable Single Sign On.  For these instructions see below. 
   

Changing Your Password or Switching to Single Sign-On

1. In the top right of either View will be your Profile icon.  Click it. 
   
   
   
2. To change your password, click Change Password. 
   
   
   
1. Enter your old Password, then your New Password.  Confirm and Save. 
   
   
   
3. To switch to Single Sign-On or add Two-Factor (2FA) Authentication, click Edit Profile. 
   
   
   
4. Choose Security Settings.  Then choose either Single Sign-On (SSO) or Two-Factor (2FA) Authentication.
   
1. Choose Connect or Set up accordingly. 
   
   
   
   
5. Follow the on-screen instructions for connection/set up.   The next time you login, the connected option will be available in your login screen. 
   

How Do I Update My Name, Contact Information, or Email Notification Preferences?

1. In the top right of either View will be your Profile icon.  Click it. 
   
   
   
2. Click Edit Profile. 
   
   
   
3. You will be in the Profile tab by default.  As you can see from the attached screenshot, some displayed information can be edited directly by the User.  Others, such as Chat Queue, are for informational only.  You may edit the following preferences in the Profile tab:
   
   
1. Profile Name
   
2. Display/Alias Name - The name displayed here is what a customer would see if they were to Web Chat with you. 
   
3. Preferred Email Address
   
4. Phone Number (or Extension)
   
5. Title (displayed in the Web Chat to the customer if enabled)
   
6. Bio (displayed in the Web Chat to the customer if enabled)
7. Time Format
   
   
4. If you would like to change your Email Notifications, you may do so by clicking the Preferences tab. 
1. Once here, you may choose which events will trigger an Emailed Notification to your preferred Email Address. 
   
   
   
5. Once your selections are complete, click Save.

How Do I Get EngageCX?