# Omnichannel Messaging Agent Guide

Cloud Voice brings the conversations customers start on different digital channels into a single agent workspace, so you don't have to jump between apps to keep up. This guide explains where that workspace lives and points you to the steps for working each type of session.

## Who this guide is for

This material is written for contact center agents who respond to customer chats across several digital messaging channels. If your day involves picking up incoming inquiries and replying to them in real time, this is your starting point.

:::note
"Digital messaging channels" means text-based conversations (chat), not phone calls. This page is an overview; the hands-on steps for opening and replying to chats live in the two client guides linked below.
:::

## Where you work: the agent portal

Every incoming chat, no matter which channel it came from, lands in one place: the agent portal built into the Cloud Voice App. Because the portal is part of the app, you can work from a browser, a desktop application, or your phone and stay on top of the same conversations wherever you are.

Pick the client that fits how you're working:

### Web and desktop

Use the Cloud Voice App in your browser or as the installed desktop application when you're at a workstation and handling chats as your main task. Both give you the full agent view for managing customer conversations.

- See [Agent operations on web and desktop](/pbx/contact-center-guide/start-a-messaging-session-with-a-customer-web/) for how to open, reply to, and manage messaging sessions.

### Mobile

Use the Cloud Voice App on your mobile device when you need to stay reachable away from your desk and want to keep replying to customers on the move.

- See [Agent operations on mobile](/pbx/contact-center-guide/manage-customer-queries-from-external-messaging-channels-mobile/) for how to work customer inquiries from the mobile app.

:::tip
The conversations sync across every client, so you can start a chat on the desktop app and continue it from your phone without losing the thread.
:::