Agents and roles

An agent is a team member who replies to customers. The number of agents drives the price of your plan.

Adding an agent

1. Open Settings → Agents.
2. Click to add an agent.
3. Fill in:
   • Name — how the agent appears to customers and colleagues;
   • Email — where the invitation goes;
   • Role — Administrator or Agent.
4. Send the invitation.

The agent receives an email with a link, sets a password and signs in.

The basic roles

Administrator

Full access: account settings, inboxes, billing, every conversation, reports and team management.

Agent

Works on conversations. No access to account settings or billing.

If you need finer control — say, access to reports without access to settings — use custom roles. See "Custom roles".

Inbox membership

The role sets permissions, but an agent only sees conversations in the inboxes they belong to. Add agents to the right inboxes under Settings → Inboxes.

Availability

Agents switch availability in the profile menu:

• Online — receives conversations through auto-assignment;
• Busy — working, but no new conversations are assigned;
• Offline — unavailable.

Removing an agent

Remove an agent under Settings → Agents. Their conversations stay in the system but become unassigned — reassign them to someone else.

Removing an agent frees up a seat on your plan.