Sparkforge Agent Platform: User Guide and FAQs

The Sparkforge Agent Platform is a messaging workspace built for teams that handle inbound leads on behalf of clients. It centers on three jobs: respond to leads quickly, nurture at scale, and book appointments inside a shared agent inbox.

What the Agent Platform Does

Inbound messages from sub-account contacts route into the platform automatically. Agents reply across SMS, email, GMB, Facebook Messenger, Instagram, reviews, and calls from one inbox. FAQ libraries and disposition tracking keep responses consistent.

For appointment booking, agents pick a calendar, slot, and confirmation status directly inside the conversation. Conversational appointment-booking bots are not part of this platform and are offered separately on the Pro plan.

How User Names Resolve

When the assigned user's name is referenced in a workflow or agent template, the system substitutes the user assigned to the contact. If no user is assigned, the field renders blank. From the conversation screen of the main app, the logged-in user's name is used regardless of assignment. To get a valid name in agent templates, assign the contact to a Sparkforge user.

If the +Assigned To link doesn't appear, refresh the API key on the main app and use the new key for that location.

Pull Contacts In Without an Inbound Message

Contacts only enter the platform automatically when they send an inbound message. To push other contacts in, use the Send to Agent Platform workflow action. You can also configure a Send-to-Agent tag that gets applied first.

Contacts that arrive via workflow show a timer icon. Filter the inbox to Sent to Agent Platform to focus only on these conversations.

Inbound Calls

Inbound calls aren't pushed automatically. To put a call's contact into the platform, use the Send to Agent Platform workflow action. To audit call history, open Search > Contact, select the contact, and click Audit log.

Blind and Warm Call Transfers

Blind Transfer

A blind transfer routes the caller immediately, with no announcement.

1. Start the outbound call by clicking the phone icon.
2. From the active-call popup, click the down arrow next to the dialer.
3. Click Blind transfer.
4. Select a Sparkforge team member from the list and click Call & Disconnect.

Only members already in the Sparkforge team can be transferred to. Add new members with their phone numbers from inside Sparkforge.

Warm Transfer

A warm transfer brings agent two on the line first, then patches the caller in.

1. Start the outbound call.
2. Click Warm Transfer in the popup.
3. Choose the destination number and click Call and Hold.
4. Wait for agent two to pick up.
5. Click Patch Call to put all three numbers in a conference.
6. Click the red Drop Off button to leave.

If audio breaks, confirm the browser has microphone access and refresh the page to re-establish the connection.

Closing Conversations After an Appointment

Booking an appointment doesn't end a conversation automatically. Click End Chat when the conversation is finished. If you don't need a disposition, choose Close without a disposition.

Permissions for the Agent Platform Tab

To see the Agent Platform tab in sub-account settings, the location must be added to the agent platform account, and the user must be a location admin or location user with Agent Service permission enabled.