How to set up a new agent

1. Click the Setup icon ().
2. Go to User Management > Agents.
3. Click New Agent.
4. Fill in the agent’s First Name, Last Name, Email, and assign a Department.
5. Choose the appropriate Role & Permissions:
   
6. Agent
1. Access to all tickets
   
2. Access to own + unassigned tickets
   
3. Access to team + unassigned tickets
   
7. Admin
   
1. Full administrator access
8. Light Agent
1. Read-only access
9. Custom
1. Define a Custom Role and Custom Profile from the dropdown.
10. Go to Channels > Instant Messaging.
11. Choose the Platform and then the Channel.
12. Click Associate Agents and add the agent.
    

An agent can be added to multiple departments.

Assigning and re-assigning conversations to an Agent/Bot

1. Navigate to IM -> All Conversations / My Conversations / Unassigned.
2. Select the conversation that you would like to assign or re-assign.
   
3. Click the Agent/Bot name or the Plus Icon near it.
   
4. Select either an Agent or a Bot from the dropdown.
   

If the agent you’re looking for doesn’t appear in the dropdown, ensure they’ve been added to the system. Follow the steps under “How to set up a new agent”, and then try assigning again.

Troubleshooting: Unable to assign the conversation to an Agent?

Ensure that the agent is properly associated with the correct channel and department:

1. Navigate to Preferences -> Agents -> Select the Agent -> Associate

2. Check the associated Department and Channels.

3. Make sure the Agent has the required role permission to assign or receive conversations.

If the Agent is not associated with the requested channel, then Add the Channel from the drop-down and click Save. And then try re-assigning the conversation.

Steps to add Additional Information:

1. Click on More.
   
2. Click to select the type of channel.
   
3. Add relevant data under the Bio section.
   
4. Add Phone.
   
5. Add Extension.
   
6. Add Mobile.
   
7. Click Save.
   

1. Click Edit.
   
2. Modify the Agent's Information.
   
3. Modify First Name, Last Name & Email address.
   
4. Modify Active State (Enable/Disable).
   
5. Modify Roles and Permissions & Department(s).
   
6. Click Save
   

1. Click Deactivate.
   
2. Click Assign New Agent.
   
3. Assign open tickets to the Active Agent.
   
4. Assign open activities to the Active Agent.
   
5. Click Deactivate Agent.
   
6. Click Confirm.
   

1. Click Delete.
   
2. Enable Anonymize Agent (This way, you can remove the agent's personally identifiable information).
   
3. Assign open tickets to the Active Agent.
   
4. Assign open activities to Active Agent.
   
5. Click Delete Agent.
   
6. Click Confirm.
   

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