Manage Agent

Manage Agent is a single window for both creating a new agent and editing an existing one. From here you set an agent's profile and permissions, upload their avatar, review their login history, and see and act on the chats they're currently handling.

Opening Manage Agent

Open the Agent Status screen, then click an agent's name to edit them, or click Add Agent to create a new one.

Permission Required

Creating agents requires the Add Agent permission; editing requires the Edit Agent permission. Some actions (reset password, enable/disable, delete) may be limited by your role.

Creating an Agent

The create form collects everything needed to set up a new agent and send them their login.

Create a new agent

Add a new agent to your organization.

Steps:

1. On the Agent Status screen, click Add Agent.
2. Complete the required fields, marked with an asterisk (Email, Name, Role).
3. Fill in any optional details, then click Save.

Two switches control the new agent's first login:

• Choose whether to email the login details to the agent.
• Choose whether to force the agent to change their password when they first log in.

Result: The agent is created and, if selected, emailed their login details. A confirmation shows their email and temporary password.

Editing an Agent's Profile

When you open an existing agent, the Profile tab shows the same fields as the create form, with a few additions. Username and Email are shown but can't be changed.

Update profile details

Change an agent's details and permissions.

Steps:

1. On the Profile tab, edit any field.
2. Set Max chats to override how many concurrent chats this agent takes before being marked busy.
3. Click Save.

Change the agent's avatar

Upload or replace the agent's profile picture.

Steps:

1. Click the avatar at the top of the window.
2. Choose an image file from your computer.
3. Click Save to keep the change.

Reset or force a password change

Help an agent who is locked out or needs a new password.

Steps:

1. Click Force Password Change to require the agent to set a new password at their next login.
2. Or enter a value in the Reset password field and click Reset Password to set one directly.

Enable, disable, or delete an agent

Control whether an agent can access the dashboard.

Steps:

1. Click Disable Agent to suspend access, or Enable Agent to restore it.
2. Click Delete Agent to remove the agent permanently.

Login History

The Login History tab is an audit trail of the agent's sign-ins, status changes, and security events.

Review login history

See when and where an agent logged in and changed status.

Steps:

1. Open the Login History tab.
2. Choose a Date range (the last 30 days by default).
3. Use the action buttons — Login, Logout, Busy, Available, Failed, Locked — to filter the list.
4. Click Load more to see older entries.

Result: Summary tiles show Total events, Logins, Logouts, Toggles, and Failures · Locks. The table shows when each event happened, its type, duration, IP address, and location.

Current Chats

The Current Chats tab shows what the agent is handling right now and lets you act on their workload in bulk.

Review and manage current chats

See the agent's live workload and take action across all of it.

Steps:

1. Open the Current Chats tab.
2. Review the tiles: Open chats (of their maximum), Needs reply, Snoozed, Sticky, and their current status.
3. Use the bulk buttons to act on every open chat at once.

Related Topics

• Agent Management
• Agent Status
• Roles and Permissions
• Set Out of Office
• Agent Details