Accessibility mode
Heedify provides keyboard shortcuts for navigating the Agent Console and handling Microsoft Teams calls. These controls can be used with a screen reader; there is no separate accessibility-mode switch to enable.
Keep the Agent Console browser tab focused when using shortcuts. Select a contact before using a contact action. Search results and the selected contact are announced to screen readers without moving focus out of the search field.
The tables below list the default shortcuts. Your browser or screen reader may intercept some combinations. If a shortcut does not work, check for a conflicting command in those applications.
Available keyboard shortcuts
General navigation
| Shortcut | Action |
|---|---|
| Ctrl + R | Refresh the application |
| Ctrl + Shift + S | Focus on the search bar |
| Ctrl + Shift + Arrow Down | Select the next contact in search results or Favorites |
| Ctrl + Shift + Arrow Up | Select the previous contact in search results or Favorites |
| Ctrl + Shift + Arrow Right | Navigate to the next workspace tab |
| Ctrl + Shift + Arrow Left | Navigate to the previous workspace tab |
| Ctrl + Shift + K | Focus the first displayed queue’s status switch; press Space to toggle it |
The queue-status shortcut may differ if a custom combination has been assigned to your agent profile. It moves focus without changing your availability until you press Space.
Contact management
| Shortcut | Action |
|---|---|
| Ctrl + Shift + I | Open contact information |
| Ctrl + Shift + M | Open message window |
| Enter | Send the message when the message window is open |
| Escape | Close the message window without sending |
| Ctrl + Shift + E | Open the email client with the contact’s address filled in |
| Ctrl + Shift + O | Open the selected contact’s calendar |
| Ctrl + Shift + F | Add the selected contact as a favorite |
| Ctrl + Shift + N | Open the selected favorite contact details |
| Ctrl + Shift + Backspace | Remove the selected favorite contact |
Call management
| Shortcut | Action |
|---|---|
| Ctrl + Shift + Enter | Accept an incoming call when ringing |
| Ctrl + Shift + X | Reject an incoming call when ringing |
| Ctrl + Shift + D | End the current call |
| Ctrl + Shift + H | Hold/Resume the current call |
| Ctrl + Shift + J | Mute/Unmute the current call |
| Ctrl + Shift + G | Complete a consultative transfer once the recipient has answered, or transfer between two separate calls |
| Ctrl + Shift + B | Make a blind transfer to the selected contact |
| Ctrl + Shift + U | Call the selected contact’s first listed phone number |
| Ctrl + Shift + Y | Start a Teams audio call with the selected contact |
Works with: Microsoft Teams, keyboard navigation, screen readers.