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As an agent, you access the Contact Center AI Platform (CCAI Platform) portal to use the agent
adapter, which is your tool for interacting with end-users.
Before you begin
Before accessing the CCAI Platform portal, do the following:
Update your browser. Google recommends using Chrome.
Be sure that your Chrome browser accepts notifications. That includes
ensuring that it's not in full-screen mode, which disables browser
notifications.
Disable third-party ad blockers. These can prevent the agent adapter from
functioning properly.
Access the CCAI Platform portal
If your organization uses single sign-on (SSO) to access the CCAI Platform portal,
you don't need to create a password when you activate your account. If your
organization does not use SSO, you need to create your own password when you
activate your account. Your CCAI Platform administrator can tell you
whether your organization uses SSO.
Depending on your situation, do one of the following:
If your administrator sent you a CCAI Platform invitation email, and
your organization uses SSO, you can sign in without a password.
To sign in using SSO, follow these steps:
Open the invitation email from your administrator and click the link to
activate your account. A Login with company SSO dialog appears.
Click Login with company SSO. The CCAI Platform portal appears, displaying
a dialog asking to use your microphone.
Click Allow. A dialog appears asking to show notifications.
Click Allow. You are now signed into the CCAI Platform portal.
Optional: Create a bookmark of the page and use it the next time you want to
sign into the CCAI Platform portal.
Create a password and sign in
If your administrator sent you a CCAI Platform invitation email, and
your organization doesn't use SSO, you can create your own CCAI Platform portal
password.
To create a CCAI Platform portal password and sign in, follow these steps:
Open the invitation email from your administrator and click the link to
activate your account. A welcome page appears.
Set your initial password. A sign-in page appears.
Enter your email name and password. The CCAI Platform portal appears, displaying
a dialog asking to use your microphone.
Click Allow. A dialog appears asking to show notifications.
Click Allow. You are now signed into the CCAI Platform portal.
Optional: Create a bookmark of the page and use it the next time you want to
sign into the CCAI Platform portal.
Update your profile information
When you are in an active chat with an end-user, your profile image and first
name are displayed to the end-user. If your administrator has enabled it, you
can upload a profile photo.
To update your profile information, follow these steps:
In the CCAI Platform portal, click Agent > My Profile. If you
don't see the Agent menu, click menuMenu, and then click My Profile.
To upload a new profile photo, do the following:
Go to the Profile Photo pane.
Click Choose File, and then go to the profile photo that you want.
Click Upload photo.
To edit your basic profile information, do the following:
Go to the Basic Information pane.
In the Email Address field, enter your email address.
In the First Name field, enter your first name.
In the Last Name field, enter your last name.
In the Alias field, enter the alias that you want. Your alias is the
name that the end-user sees when you communicate with them. Your
administrator must give you permission to change this.
In the Verify Current Password field, enter your password. This is
required to be able to update your profile information.
Click Update.
Change your password
To change your password, follow these steps:
In the CCAI Platform portal, click Agent > My Profile. If you
don't see the Agent menu, click menuMenu, and then click My Profile.
Go to the Change Password pane.
In the Verify Current Password field, enter your current password.
In the New Password field, enter your new password.
In the Confirm New Password field, re-enter your new password.
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-08-29 UTC."],[[["\u003cp\u003eThe CCAI Platform portal is accessed by agents to interact with end-users through an agent adapter, with initial access requiring a browser update, Chrome notification acceptance, and disabling third-party ad blockers.\u003c/p\u003e\n"],["\u003cp\u003eDepending on your organization's setup, you will either sign in using Single Sign-On (SSO) or by creating your own password upon receiving an invitation email from your administrator.\u003c/p\u003e\n"],["\u003cp\u003eOnce logged in, you can optionally update your profile information, including a profile photo, name, and alias, which is visible to the end-user during interactions, and this process requires the input of your current password.\u003c/p\u003e\n"],["\u003cp\u003eThe CCAI Platform portal allows you to change your password, requiring a minimum of 10 characters with a mix of uppercase, lowercase, numbers, and special characters, and passwords need to be changed every 90 days.\u003c/p\u003e\n"],["\u003cp\u003eAfter getting started with the CCAI Platform, agents can proceed to learn how to handle a chat and use the agent call adapter.\u003c/p\u003e\n"]]],[],null,["# Getting started for agents\n\nAs an agent, you access the Contact Center AI Platform (CCAI Platform) portal to use the agent\nadapter, which is your tool for interacting with end-users.\n\nBefore you begin\n----------------\n\nBefore accessing the CCAI Platform portal, do the following:\n\n- Update your browser. Google recommends using Chrome.\n\n- Be sure that your Chrome browser accepts notifications. That includes\n ensuring that it's not in full-screen mode, which disables browser\n notifications.\n\n- Disable third-party ad blockers. These can prevent the agent adapter from\n functioning properly.\n\nAccess the CCAI Platform portal\n-------------------------------\n\nIf your organization uses single sign-on (SSO) to access the CCAI Platform portal,\nyou don't need to create a password when you activate your account. If your\norganization does not use SSO, you need to create your own password when you\nactivate your account. Your CCAI Platform administrator can tell you\nwhether your organization uses SSO.\n\nDepending on your situation, do one of the following:\n\n- [Sign in with SSO](#sign-in-with-sso)\n\n- [Create a password and sign in](#create-a-password-and-sign-in)\n\n### Sign in with SSO\n\nIf your administrator sent you a CCAI Platform invitation email, and\nyour organization uses SSO, you can sign in without a password.\n\nTo sign in using SSO, follow these steps:\n\n1. Open the invitation email from your administrator and click the link to\n activate your account. A **Login with company SSO** dialog appears.\n\n2. Click **Login with company SSO**. The CCAI Platform portal appears, displaying\n a dialog asking to use your microphone.\n\n3. Click **Allow**. A dialog appears asking to show notifications.\n\n4. Click **Allow**. You are now signed into the CCAI Platform portal.\n\n | **Note:** At subsequent sign-ins, the system won't ask to use your microphone or show notifications.\n5. Optional: Create a bookmark of the page and use it the next time you want to\n sign into the CCAI Platform portal.\n\n### Create a password and sign in\n\nIf your administrator sent you a CCAI Platform invitation email, and\nyour organization doesn't use SSO, you can create your own CCAI Platform portal\npassword.\n\nTo create a CCAI Platform portal password and sign in, follow these steps:\n\n1. Open the invitation email from your administrator and click the link to\n activate your account. A welcome page appears.\n\n2. Set your initial password. A sign-in page appears.\n\n3. Enter your email name and password. The CCAI Platform portal appears, displaying\n a dialog asking to use your microphone.\n\n4. Click **Allow**. A dialog appears asking to show notifications.\n\n5. Click **Allow**. You are now signed into the CCAI Platform portal.\n\n | **Note:** At subsequent sign-ins, the system won't ask to use your microphone or show notifications.\n6. Optional: Create a bookmark of the page and use it the next time you want to\n sign into the CCAI Platform portal.\n\nUpdate your profile information\n-------------------------------\n\nWhen you are in an active chat with an end-user, your profile image and first\nname are displayed to the end-user. If your administrator has enabled it, you\ncan upload a profile photo.\n\nTo update your profile information, follow these steps:\n\n1. In the CCAI Platform portal, click **Agent \\\u003e My Profile** . If you\n don't see the **Agent** menu, click menu\n **Menu** , and then click **My Profile**.\n\n2. To upload a new profile photo, do the following:\n\n 1. Go to the **Profile Photo** pane.\n\n 2. Click **Choose File**, and then go to the profile photo that you want.\n\n 3. Click **Upload photo**.\n\n3. To edit your basic profile information, do the following:\n\n 1. Go to the **Basic Information** pane.\n\n 2. In the **Email Address** field, enter your email address.\n\n 3. In the **First Name** field, enter your first name.\n\n 4. In the **Last Name** field, enter your last name.\n\n 5. In the **Alias** field, enter the alias that you want. Your alias is the\n name that the end-user sees when you communicate with them. Your\n administrator must give you permission to change this.\n\n 6. In the **Verify Current Password** field, enter your password. This is\n required to be able to update your profile information.\n\n 7. Click **Update**.\n\nChange your password\n--------------------\n\nTo change your password, follow these steps:\n\n1. In the CCAI Platform portal, click **Agent \\\u003e My Profile** . If you\n don't see the **Agent** menu, click menu\n **Menu** , and then click **My Profile**.\n\n2. Go to the **Change Password** pane.\n\n3. In the **Verify Current Password** field, enter your current password.\n\n4. In the **New Password** field, enter your new password.\n\n | **Note:** Passwords must contain 10 or more characters, an upper and lowercase character, a number, and a special character. Passwords must be changed every 90 days.\n5. In the **Confirm New Password** field, re-enter your new password.\n\n6. Click **Update**.\n\nWhat's next\n-----------\n\n- [Handle a chat](/contact-center/ccai-platform/docs/handle-a-chat)\n\n- [Agent call adapter](/contact-center/ccai-platform/docs/call-adapter-calls)"]]
