You can add as many agents as you want to your Console to manage conversations.
Adding or deactivating agents is only available to agents with 'Admin' permissions.
Add a new agent
To add a new agent:
- Go to the 'Settings > 'Agents' section on the Console;
- Click on
- Add the agent's first and last names and email address;
- Attribute a role;
- Add the teams the agent belongs to
- Click 'Save';
- The agent will receive an email to validate the account and to create a password.
Important Notes:
- If the agents share the same email address, the accounts need to be created by the Customer Success team. Please contact our support team or your account manager and send the first, last name of the agents and the sharing email
- If the agent is not assign to a particular team, please insert the "All access" in the teams section. if not, the agent will not receive any conversations
Deactivate an agent
At the moment, it is not possible to delete agents from the Console. To deactivate agents and revoke their access to the Console:
- Go to 'Settings" > 'Agents' section on the Console;
- Locate the agent you wish to deactivate;
- On the 'Actions' column, click on the 'pause' button
- The agent will now lose access to the Console;
- To reactivate, simply click on the 'play' button
- To edit any information, click on this icon
