Agents and access

Agents are the people handling support conversations. Teams group agents for routing, while roles determine their permissions.

Add an agent

1. Open Admin > Teammates > Agents (/admin/teams/agents).
2. Click New agent.
3. Enter First name, Last name, and Email.
4. Select the agent's Teams and Roles.
5. Choose whether to Send welcome email? Configure notification SMTP before relying on email delivery.
6. Click Create.

Edit an existing agent from the same list to change team or role membership.

Give access to a settings page

If an agent cannot see or use a page, check their roles under Admin > Teammates > Roles (/admin/teams/roles). Permissions include Manage AI features, Manage help centers, Manage macros, Manage custom attributes, and Manage notification settings.

Create or edit a role with the needed permission, then assign it to the agent. Avoid granting every permission to reveal one page. Manage users allows changing agent roles, including granting administrative access, and belongs only with fully trusted administrators.

See Roles and permissions for the permission reference.