Start with the customer-service outcome you need, then move from concept to configuration and exact reference. Salted documentation is organized so buyers, operators, human agents, quality teams, analysts, and developers can share one product model without forcing everyone to begin with the same technical detail.
Understand the platform
Use these pages to learn how the main product areas fit together:
- What is Salted CX? explains the complete Salted platform and its adoption models.
- What are AI Agents in Salted? explains customer-facing AI Agents.
- How AI and human agents work together in Salted explains how AI agents, human agents, and external experts collaborate.
- Customer conversation lifecycle in Salted explains the customer conversation lifecycle.
Operate customer conversations
Choose this path when Salted will handle active interactions:
- Learn what Live Conversations is.
- Understand the human workspace in What is Agent Desktop?.
- Read the human-agent workflow in Handling Live Conversation.
- Confirm account, channel, routing, permission, and setup requirements in the linked technical guides.
Build or connect automation
Choose this path when you need to control how the conversation responds and acts:
- Read How automation logic controls a customer conversation to understand how automation logic controls the conversation.
- Review the exact Your Logic Events and Your Logic Actions contracts.
- Choose a custom webhook, workflow tool, or Conversations SDK implementation.
- Use the implementation, testing, security, and failure-handling guides before production rollout.
In Salted configuration and technical documentation, this automation logic is called Your Logic.
Apply human judgment precisely
Choose this path when automation can do most of the work but a person must make or own a consequential decision:
- Start with How AI and human agents work together in Salted.
- Use What is Agent Desktop? to understand the human workspace.
- Follow the exact agent-facing question, invitation, routing, and engagement references for implementation.
Improve service quality
Choose this path when you need evaluation, calibration, feedback, or coaching:
- Start with What is Quality Intelligence?.
- Continue into AI-Powered Quality Assurance, manual review, Vitals, Pulse Check, Agent Home, forms, and coaching based on the workflow you need.
- Preserve the conversation evidence behind every score or feedback item.
Investigate customers and operations
Choose this path when you need to explain a pattern, metric, customer experience, or operational change:
- Start with What is Conversation Intelligence?.
- Use Customer Journey for one customer's history.
- Use Search and Discover to find and quantify patterns.
- Use Ask for natural-language analysis with references.
- Use dashboards, visualizations, and metrics for repeated monitoring and drill-down.
Connect an existing stack
Use the Integrations collection when Salted will ingest conversations, connect channels, receive identity or business data, or operate beside another contact-center platform. Confirm whether each connection supports:
- conversation operation,
- automation events and actions,
- data ingestion only,
- quality and analytics only,
- historical import,
- channel-specific customer delivery.
These are different integration scopes and should not be treated as interchangeable.
Choose by role
CX or contact-center leader
Start with the platform overview, adoption model, human-AI collaboration, Quality Intelligence, and capability availability.
Automation owner or developer
Start with AI Agents, automation logic, then the exact Your Logic events, actions, SDKs, testing, operational controls, and channel behavior.
Human agent or supervisor
Start with Live Conversations, Agent Desktop, the agent workflow, queues, help requests, actions, and channel-specific instructions.
Quality leader or team lead
Start with Quality Intelligence, AI-Powered QA, Vitals, Pulse Check, Agent Home, forms, and review verification.
Analyst or customer-experience researcher
Start with Conversation Intelligence, Customer Journey, Search, Ask, dashboards, visualizations, metrics, and the logical model.
Administrator or security reviewer
Start with users, permissions, application settings, identity, data handling, integration setup, and the current capability and maturity scope.
Documentation depth
- Concept pages explain what a capability is, why it exists, and how it fits the operating model.
- Configuration guides use the exact labels shown in Salted and explain how to enable or operate a feature.
- Reference pages define exact fields, actions, events, permissions, endpoints, and limits.
Do not substitute a concept page for the technical reference when implementing production behavior.
Availability
Capabilities and documentation paths vary by account, channel, integration, deployment model, and product maturity. Confirm the current setup and reference pages before making a production commitment.