Agent Training

LogiCall Agent Onboarding Procedure

A step-by-step guide for new agents — from activation link to handling your first call.

AudienceNew agents (first-time users)

PreparedMay 21, 2026

Version2.0

1Open your activation link

You’ll receive an activation link in one of two places:

• Your lead distribution or CRM platform — look for a LogiCall activation link or button in the platform you already use for leads.
• An email sent to you — if a link wasn’t placed in your CRM, your administrator will email it to you. Check your spam or junk folder if you can’t find it.

Click the link. It opens a LogiCall web page that walks you through activating your account. The first screen lists the actions you need to complete:

Click » Click here to proceed.

2Set your password

You’ll be prompted to set a new password. Enter the same password in both the New Password and Confirm password fields.

3Fill in your profile

Enter your First Name and Last Name (both required). Click Submit.

4Your account is activated

You’ll see a confirmation that your account has been updated. Your LogiCall identity is now ready to use.

5Download the LogiCall desktop client

From the LogiCall download page, choose the installer for your platform:

• Windows — for Windows PCs
• macOS — for Apple computers

Once the installer finishes downloading, open it and follow the on-screen prompts to install LogiCall on your computer.

6Launch LogiCall and start the sign-in

When the app opens for the first time you’ll see the LogiCall Agent Monitor welcome screen. Click the yellow Sign In with Keycloak button to begin.

7Sign in to your account

A browser window will open to the LogiCall sign-in page. Enter your email and the password you set in Step 2, then click Sign In.

If you’ve forgotten your password, click Forgot Password? to reset it.

8Grant access to the desktop app

LogiCall will ask you to grant the desktop application access to:

• Email address
• User profile
• Offline Access
• User roles

Click Yes to allow.

9Login successful

You’ll see a Login Successful confirmation in the browser. You can close that tab — LogiCall will pick up the session in the desktop app automatically.

10Wait for your workspace to load

Back in the desktop app, LogiCall loads your workspace. You’ll see a loading spinner and the message “Loading workspace… Please wait…”. This usually only takes a few seconds.

11You’re active and ready for calls

Once the workspace finishes loading, LogiCall switches into its active, waiting state. The header turns green with your status set to Available, and the main panel shows “Ready for Calls” with a “Waiting for incoming calls…” message.

This is what LogiCall looks like while you’re on the clock and available. As long as you see this screen (or the app is hidden and running in the background), calls can ring through to you.

12Review your agent details

The Agent & System Details panel shows:

• Your Email (the account you’re signed in with)
• Your Licensed Regions — the states you’re authorized to handle insurance calls in
• System Information, including whether microphone monitoring is enabled

Take a moment to confirm everything looks right.

13Update licensed regions in the web app (optional)

If your licensed regions need to be changed, click the yellow Edit in Web App link in the Agent & System Details panel. The LogiCall web app opens where you can check or uncheck the states you’re licensed to handle. Click Save Changes when you’re done.

14Hide the app — it runs in the background

Once you’re signed in and Available, you don’t need to keep the LogiCall window open. You can hide or close the window and LogiCall will continue running in the background. You’ll see the LogiCall logo in your taskbar, which means the app is still active and you’re available to receive calls.

15Accept an incoming call

When a call comes in, an Incoming Call notification will ring in the bottom right of your screen.

If you have the LogiCall window open, the Incoming Call prompt appears over the app:

Click the green Accept button to answer the call, or the red Decline button to pass.

16Wait for the call to connect

After you accept, LogiCall shows a Connecting… screen with the caller’s phone number and a “Waiting for call to connect…” message. Stay on this screen — you’ll be connected in a moment. If you need to back out, click the red Cancel button.

17You’re on the call

The header turns purple and shows “On a Call”. You’ll now see the live call screen, which includes:

• Connected indicator and the live call timer in the top right
• The Drop Time countdown (the minimum time you should stay on the call)
• The Tier and the caller’s phone number
• Hold, Mute, and Hangup controls

Handle the call normally. When you’re finished, click the red Hangup button.