# Work your daily tasks

> Choose an office, contact customers, and save follow-up results.

Language: en-US. Product guide: https://agencymesh.com/help/dashboard/.

Last reviewed October 7, 2026 by AgencyMesh Product Support · Checked against release 2026.10

Open [Dashboard](https://app.agencymesh.app/) to contact customers, record follow-up, and find office information. For a quick overview, choose Accounting, Manager, or Agent in [Dashboard by role](/help/dashboard-by-role/).

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## Choose your office

1. Click the building icon in the top bar. In **Phone / Office**, use **Search offices or phones** to find your office.
2. **Agent account:** choose an office to use its assigned phone. **Office account:** choose the phone row below the office. An office without a phone still lets you view work.

**All Offices** shows combined work but selects no calling phone. Use **How to find the right device** to match a phone’s MAC label.

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## Finish a follow-up

1. Under **Action Items**, choose **Missed Calls**, **Quotes**, **To-Do Calls**, or **Leads**. **View** opens quote or lead details. Click a phone number to call.
2. After contact, choose the result under **Contact Today** for a quote or **Status** for a lead or To-Do. Each choice saves at once.

| Item | Guidance |
| --- | --- |
| **Quotes** | Click **Today** or the saved action. Choose **None**, **Called**, **Sent SMS**, **Rewrite**, **Sold**, or **DNC**. Eligible open quotes can return the next day. Sold, Rewrite, or DNC ends follow-up. |
| **Leads** | Choose **None**, **Called & SMS**, **VM & SMS**, **Called**, **Sent SMS**, **Sold**, or **DNC**. Any choice except None removes it from this queue. [Reopen a lead](/help/lead-management/#lead-dashboard-report). |
| **To-Do Calls** | Choose **None**, **Called**, or **Sent SMS**. Upcoming/Due/Late add **Done** and **EFT**; 6 Months/12 Months add **Active** and **Canceled**. Click the carrier for **Click to Copy Policy Number**, then **Click to Open Carrier**. |
| **Missed Calls** | Recorded outgoing or answered contact clears follow-up. Managers and Administrators can use **Mark as spam**. |
| **Bank Deposits** | Click **Upload** beside a missing office/date. [Deposit steps](/help/bank-deposits/). The list covers the last seven Monday–Saturday dates. |

**Called** records an outcome; it does not dial. **Sent SMS** does not send a text. **DNC** means “Do not contact.” In **Summary**, click **Open** beside a queue. **All clear** means no work remains in that view; an error does not mean All clear.

After a status saves, a short message can confirm the result you chose. This does not verify payment or message delivery. **User menu > Status feedback > Quiet** hides encouragement and queue-clear celebrations; normal confirmations and errors still appear. [Preference steps](/help/user-preferences/).

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## Use a call script

1. In **Quotes**, **To-Do Calls**, or **Leads**, find **Script** below the follow-up status. Hover over it or focus it with the keyboard for a call preview. Click or tap **Script** for the full wording.
2. Read the **Call** wording under **English** or **Español**. For a text message, use **Copy SMS**. Replace any unfilled details marked **Confirm before use** before using the wording.
3. Use **Refresh script** for the latest wording. Close the script and record **Contact Today** or **Status** after the follow-up.

Copying a script does not call or send a message. See [script help](/help/training-documents-and-scripts/#training-call-script) for report shortcuts and [default setup](/help/training-documents-and-scripts/#training-call-script-defaults) if no script is set.

Using a shared Office account? Set **User menu > Agent name for scripts**, then **Save name**. This personalizes the wording in this browser. [User preferences](/help/user-preferences/) explains its limits.

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## Understand shared work and Zone Shift

| Item | Guidance |
| --- | --- |
| Before Zone Shift | Office accounts see the office’s full queue of due work. Agent accounts split work among recently active agents. |
| After Zone Shift starts | Your office must clear the same queue before zone work appears. Clearing only your share is not enough. Office accounts then see the zone queue; active agents split it. Shares can change every 15 minutes. |
| Which queues change? | Only Quotes, To-Do Calls, and Leads. Bank Deposits and Missed Calls stay separate; **View All Missed Calls** is its own permission. |

Action Items refresh every 10 minutes; affected queues also refresh at shift time. Goals refresh every 5 minutes and Active Calls every 10 seconds. Switching phones within one office changes dialing only.

- Hover over a queue’s lightning icon: **outlined** means scheduled, **filled** means started, and **slashed** means off or unavailable. Clicking it opens the queue. A filled icon does not mean local work is clear.
- With **All Offices**, local work must clear across the assigned offices in that selection. Zone work comes from their active zones.
- [Notifications](/help/notifications/) sends a one-hour reminder and start notice when eligible. Neither bypasses local clearance. Operations or Administrator can [set the Central-time schedule](/help/administration-options-and-health/#admin-dashboard-settings).
- Different rows? Compare office and account type. Leads/To-Do Agent reports use each agent’s assigned share; Dashboard uses active agents. Clear a panel’s search or use **Try again** after a load error.
- Work eligible zone items from Dashboard. Zone Shift does not grant access to the other office’s full reports. If an item becomes unavailable after an office or schedule change, refresh Dashboard.

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## Use Communications

| Item | Guidance |
| --- | --- |
| **Active Calls** | Click **Report**, fill the required fields and **Notes**, then **Submit**. [Call report steps](/help/call-tools-and-reports/). |
| **Two Factor Codes** | Choose an office, then **Copy**. **Refresh two-factor codes** reloads them; [Open Two-Factor](https://app.agencymesh.app/two-factor) shows the full page. |
| **E-Signs** | Choose **New E-Sign**, **Edit** for a draft, or **View** for a sent request. [Signing steps](/help/e-signatures/). Standalone E-Sign is separate from multi-step Workflows. |
| **Send MMS** | Choose an office, enter **Phone Number**, choose **Attachment**, then **Send**. The message is fixed. Use JPEG/PNG/GIF up to 5 MB or PDF up to 600 KB. [Check delivery](/help/sms-messaging/#sms-recent-details). |

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## Find a contact or office route

1. Open **Communications > Directory** and choose **Carriers**, **Customers**, or **Offices**.
2. Search for the name or details you need. For a carrier, **View More** shows contacts, **Documents > Preview** opens a document, and **Open** opens the portal.
3. For directions, click the turn-arrow beside an office, enter **Starting address**, then **Get directions**. [More direction options](/help/office-directions/).

Customer search accepts **All fields**, **Name**, **Phone**, **ZIP code**, or **Address**. Office search accepts name, phone, or address. Phone links dial; clipboard icons copy.

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## Find your team

1. Under **Communications > Directory**, select **Team**. The list shows each personal Agent account’s name, username, email, office, and status.
2. Type in **Search agents or emails…** to find a name, username, email, role, or assigned office. Click **Agent** to reverse the name order; on a phone, choose **Name: A to Z** or **Name: Z to A**. Use **Previous / Next** for more results.
3. Click **Refresh directory results** (circular arrow) for an update. **Clear team search** removes the search; **Try again** retries a failed load.

| Item | Guidance |
| --- | --- |
| Green — **Active** | Recorded app activity within the past 2 hours. |
| Yellow — **Away** | No recorded activity for at least 2 hours, but still within the 12-hour activity window. |
| Red — **Not active** | Signed out, never signed in, inactive account, or no recent or valid activity record. The account stays in the list. |

Hover over a status dot for its label. Status shows recorded app activity, not whether someone is free to help. Closing a browser may leave the previous status until it ages out; the 12-hour display window does not sign the account out.

- **Office** uses the latest connection’s network for Active and Away accounts. A matching office name appears, or **Remote** if no office matches. **—** means current location is unknown. This is separate from the office chosen in the app.
- Company view includes personal accounts across the company. Office and Zone views use assigned offices; **Phone / Office** narrows the view. Shared Office accounts stay out, even with a saved script name. [Team visibility settings](/help/administration-options-and-health/#admin-team-visibility).

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## What changes the results?

- Active Calls and E-Signs follow the selected office. MMS and SMS/authenticator codes need one office; email codes cover the company. Directory covers active company offices.
- **Office Goals / Agent Goals** show monthly targets; Agent goals are assigned shares. Change **Goal Month** on [Office Goals](https://app.agencymesh.app/goals/get_goals_and_projections) or [Agent Goals](https://app.agencymesh.app/goals/get_personal_goals_and_projections), then **Search**. Activity tabs use their shown periods.
- Leaderboards use **Company wide / Zone wide**, separate from the office choice. Reports use their own filters.
- Calls, quote/lead details, E-Signs, MMS, and customer search need Agent, Manager, or Administrator. Deposits also allow Accounting. Carrier document previews need Training Hub document access. An Agent account still needs the Agent role.

## Related guides

- [Dashboard by role](https://agencymesh.com/help/dashboard-by-role.md)
- [Track goals and results](https://agencymesh.com/help/goals-and-reports.md)
- [Record and review calls](https://agencymesh.com/help/call-tools-and-reports.md)
- [Upload a bank deposit](https://agencymesh.com/help/bank-deposits.md)
- [Read updates and send announcements](https://agencymesh.com/help/notifications.md)
- [Get office directions](https://agencymesh.com/help/office-directions.md)
- [Set your script name and status feedback](https://agencymesh.com/help/user-preferences.md)