Create Agent
Create new agent accounts for your organization with email login, display name, role assignment, and optional settings.
Use the Add Agent page to create accounts for team members who will handle customer conversations. Each agent needs a valid email address (which serves as their login username), a display name, and an assigned role. You can optionally configure their language preference, business unit, and contact phone numbers.
Required Information
When creating a new agent, you must provide the following information:
| Field | Description |
|---|---|
| Email Address | The agent's email address. This will be used as their username when logging in. Must be a valid email format and unique across all agents. |
| Name of Agent | The agent's display name that will appear in chats and throughout the system. |
Optional Settings
You can also configure the following optional settings:
| Field | Description |
|---|---|
| Role | The agent's role, which determines their permissions in the system. The Admin role is only available if you are an Admin yourself. |
| Language | The agent's preferred interface language. |
| Business Unit | The business unit to assign the agent to, if your organization uses business units. |
| Land Line Phone | The agent's office phone number for reference. |
| Mobile Phone | The agent's mobile phone number for reference. |
Notification Options
Two toggle options help manage the new agent's first login experience:
| Option | Description |
|---|---|
| Send email notification | When enabled, the system automatically sends an email to the new agent with their login credentials (email and temporary password). |
| Force password change | When enabled, the agent will be required to change their password when they first log in. This is recommended for security. |
Create a New Agent
Add a new agent account to your organization.
Steps:
- Navigate to Administration > Agent Management > Add Agent.
- Enter the agent's Email address. This will be their username.
- Enter the agent's Name.
- Select a Role from the dropdown.
- Optionally select a Language and Business Unit.
- Optionally enter Land Line Phone and Mobile Phone numbers.
- Toggle Send an email to the new agent with their credentials if you want to notify them automatically.
- Toggle Force the agent to change their password when logging in for enhanced security.
- Click Add Agent.
Result: The agent account is created and a confirmation message displays the temporary password. If email notification was enabled, the agent receives their credentials by email.