Manage Agent

View, edit, and manage all agent accounts in your organization from a centralized administration screen.

The Agent Management screen provides administrators with complete control over agent accounts. You can update agent profiles, assign roles and business units, manage passwords, and control agent access to the system. This is the primary tool for maintaining your team's accounts and ensuring proper access configuration.

Viewing Agents

The agent table displays all agents in your organization with key information at a glance.

Agent Table Columns

The agent list displays the following information for each agent:

ColumnDescription
AgentIDUnique system identifier for the agent
UsernameThe agent's login username
NameThe agent's display name
EmailThe agent's email address
RoleThe role assigned to the agent (determines permissions)
BUBusiness Unit(s) the agent belongs to
ActiveWhether the agent account is enabled (Yes/No)
LockedWhether the account is locked due to failed login attempts (Yes/No)
Logged inDate and time of the agent's last login
Logged outDate and time of the agent's last logout

Editing Agent Details

Update an agent's profile information, role assignment, and business unit membership.

Edit Agent Profile

Update an agent's name, role, language, business units, and contact information.

Note
The Username and Email fields are read-only and cannot be changed after account creation.

Steps:

  1. Navigate to Administration > Agent Management.
  2. Click on the agent you want to edit in the table to select them.
  3. Modify the agent's details in the form below the table.
  4. Click Update Agent to save your changes.

Result: The agent's profile is updated immediately. Changes to roles and business units take effect on the agent's next login.

FieldDescription
NameThe agent's display name shown to users and in reports
RoleDetermines the agent's permissions in the system
LanguageThe agent's preferred interface language
Business Unit(s)Which teams/departments the agent belongs to (can select multiple)
Max chatsOverride the organization default for maximum concurrent chats (leave empty to use org default)
Land Line PhoneOptional contact phone number
Mobile PhoneOptional mobile phone number

Update Agent Avatar

Change the agent's profile picture.

Steps:

  1. Select the agent in the table.
  2. Click the Upload new image button.
  3. Select an image file from your computer.
  4. Click Update Agent to save the new avatar.

Result: The agent's avatar is updated and will be displayed in chat interfaces and reports.

Tips
  • Allowed formats: JPG, GIF, or PNG
  • Maximum file size: 1500KB
  • Use a square image for best results

Password Management

Reset agent passwords and manage password-related security settings.

Reset Agent Password

Set a new password for an agent's account.

Warning
Resetting the password this way bypasses the organization's password policy rules. Use this only when necessary.

Steps:

  1. Select the agent in the table.
  2. Enter a new password in the Password field.
  3. Click Reset Password.

Result: The agent's password is changed immediately. They will need to use the new password on their next login.

Tips
  • Communicate the new password to the agent through a secure channel
  • Consider using Force Password Change instead to let the agent choose their own password

Force Password Change

Require an agent to change their password at next login.

Steps:

  1. Select the agent in the table.
  2. Click Force Password Change.
  3. Confirm the action in the dialog that appears.

Result: The next time the agent logs in, they will be prompted to create a new password before they can access the system.

Tips
  • Use this as a security measure after a potential password compromise
  • This is the preferred method over directly resetting passwords as it enforces password policy rules

Account Status Management

Enable, disable, or unlock agent accounts to control system access.

Disable an Agent

Deactivate an agent account to prevent them from logging in.

Steps:

  1. Select the agent in the table.
  2. Click Disable Agent.
  3. Confirm the action in the dialog that appears.

Result: The agent account is disabled. They will no longer be able to log in or receive chats.

Tips
  • Disable agents when they leave the organization or go on extended leave
  • Disabling is preferred over deleting as it preserves chat history context
  • You cannot disable your own account

Enable an Agent

Reactivate a disabled agent account.

Steps:

  1. Select the disabled agent in the table (Active shows "No").
  2. Click Enable Agent.
  3. Confirm the action in the dialog that appears.

Result: The agent account is enabled and they can log in again.

Unlock an Agent

Unlock an account that was locked due to failed login attempts.

Note
Accounts are automatically locked after multiple failed login attempts as a security measure.

Steps:

  1. Select the locked agent in the table (Locked shows "Yes").
  2. Click Unlock Agent.

Result: The agent account is unlocked and they can attempt to log in again.

Delete an Agent

Permanently remove an agent account from the system.

Note
The Delete button only appears for administrators with the AgentManagementDeleteAgent permission. You cannot delete your own account.
Warning
Deleting an agent is rarely the correct approach. If an agent leaves your organization, you should disable the account instead. This preserves the context in chat history showing which agent handled each conversation.
Important
This action cannot be undone. All association between the agent and their chat history will be lost.

Steps:

  1. Select the agent in the table.
  2. Click Delete Agent.
  3. Read the warning message carefully.
  4. Confirm the deletion in the dialog.

Result: The agent account is permanently deleted from the system.

Best Practices

Guidelines for effective agent account management.

Onboarding New Agents

  • Assign appropriate roles - Start with the minimum permissions needed and add more only if required
  • Set correct business units - Ensure agents are assigned to the right teams to receive appropriate chats
  • Configure max chats - New agents may need a lower chat limit while they learn the system
  • Upload a profile photo - Helps users identify agents and builds trust

Offboarding Agents

  • Disable, don't delete - Always disable accounts rather than deleting them to preserve chat history context
  • Transfer active chats - Use Agent Status to transfer any active chats to other agents before disabling
  • Review permissions - Ensure any shared access or integrations are updated
Create Agent Agent Status
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