Find your way around
A tour of the icon rail, the area menus, the top bar and search, and how the layout changes on a tablet or phone.
IconEngage is organised into areas. Each area has its own menu of pages. This tour shows where everything is and how the layout adapts to smaller screens.
The icon rail
On a laptop or desktop, a narrow column of icons runs down the left edge. From top to bottom:
- Home, Inbox, Contacts, Campaigns, Automation, Analytics: the main areas.
- WhatsApp: your numbers, templates and other WhatsApp tools.
- Settings, at the bottom.
- Search and Help. Help opens an email to the IconEngage team.
Click an icon to open that area. Its menu appears in a sidebar next to the rail. You can collapse the sidebar to give the page more room.
What's in each area
| Area | Menu |
|---|---|
| Home | No menu. See The Home page. |
| Inbox | Views: Unassigned, Assigned to me, All, Unread, Open, Unresolved, Resolved, Closed. Tools: Team workload, Conversation history. |
| Contacts | All contacts, Segments, Import, Fields and tags, Opt-outs. |
| Campaigns | Broadcasts, Audiences. |
| Automation | Flows: Flows, Inbound webhooks, Credentials. AI agents: Agents, Knowledge, Intents. |
| Analytics | Overview: Dashboard. Reports: Messaging, Conversations, Agents, Campaigns, Automation, AI agents, Commerce, Leads and attribution, API usage. |
| Account: Numbers and accounts, Business profile, Quality and limits. Messaging: Message templates. Growth tools: WhatsApp links. Commerce: Orders, Catalogs. Diagnostics: Webhook log. | |
| Settings | Your account: Profile, Security. Organisation: Organisation, Members, Teams & Routing, Saved replies, Audit log. Billing: Plan and billing, Usage, WhatsApp credits, Invoices, Business details. Integrations: All integrations, Contact lookup. Developers: API keys, Event webhooks. |
The Inbox views show a count of conversations next to each one.
You only see the pages your role can use. For example, the Billing pages appear only for Owners and Billing Administrators, and WhatsApp appears only for roles that can see WhatsApp settings. Business profile and Quality and limits appear in the menu when your organisation has a single number; with several numbers, open them from Numbers and accounts. See Roles and permissions.
The top bar
Across the top of every page:
- Organisation switcher (top left): shows your current organisation. Click it to switch to another organisation you belong to, or choose Create organisation.
- Search: click it, or press Ctrl K (⌘K on a Mac), to jump to a page, a contact or a conversation. Type a few letters, use the arrow keys to pick a result and press Enter. Press Esc to close.
- Connection status: Connected when everything is working. Degraded means some features may be unavailable; Offline means IconEngage can't be reached and is retrying.
- Theme: choose Light, Dark or System (follow your device).
- Notifications: assignment, mention and campaign alerts.
- Your account (your avatar, top right): your name and email, Your status (if your role takes conversations), Profile, Security and Sign out.
Your status
If your role answers conversations, you can set your status from the account menu:
| Status | Meaning |
|---|---|
| Available | Routing can assign you new conversations. |
| Busy | You are working, but routing will not give you more. |
| Away | You have stepped out. Routing will not give you more. |
| Offline | You are not working. Routing will not give you more. |
See Teams and routing.
Banners
Some notices appear across the top of every page until they're dealt with:
- Finish setting up your workspace: setup isn't finished. Click Continue setup. See The setup checklist.
- WhatsApp is disconnected or WhatsApp webhooks are not subscribed: messages aren't flowing. Click Go to WhatsApp settings, or Dismiss for this session. See Numbers and accounts.
On a tablet
On narrower screens the icon rail is replaced by a menu button (Open navigation) at the top left. It opens a panel with every area and its pages, plus Help.
On a phone
On a phone, a bar along the bottom of the screen gives one-tap access to Home, Inbox, Contacts and Campaigns. Tap More to open the full menu with every other area and page.
For a better experience on the go, use the IconEngage mobile app. See Get the app.
Still need help?
Write to us at [email protected] and tell us what you were trying to do. Already a customer? Sign in to IconEngage — the same articles are under Help in the app.