System guide
Managing agents
View and manage your agent team from Agents — create agents, check their status, and configure their settings.
An agent is a member of your customer service team who signs in to the agent workspace to chat with customers. This page covers everything you do from the Agents page: viewing your team, creating an agent, editing details such as password and concurrency limit, enabling or disabling an agent, and deleting one.
Fields in the agent list
The Agent Directory table lists every agent in your organization, one per row. Each row carries:
- Agent — the avatar initial and display name. A disabled agent shows the name struck through with a grey Disabled badge.
- User Name — the login username (it is not editable after creation).
- Queues — the queues this agent belongs to, shown as badges. An agent in no queue shows No queue.
- Status — the live presence the agent reported from their workspace: a green Online badge or a grey Offline badge. This is read-only here.
- Actions — the three-dot menu for editing, enabling or disabling, and deleting the agent.
On the right, the Usage Overview panel shows your Agent Quota(seats used against your plan's limit, which turns amber as you approach it) and Monthly Sessions (conversations your team handled in the last 30 days). If the human-agent service has not been enabled for your organization, the page shows a note asking you to contact your administrator.
Creating an agent
Click + Add New Agent at the top right. A dialog opens with four fields:
| Field | Required | Notes |
|---|---|---|
| Display Name | Yes | The name shown across the workspace, e.g. Jane Doe. |
| Username | Yes | What the agent signs in with. Must be unique; cannot be changed later. |
| Initial Password | Yes | At least 6 characters. |
| Email Address | Optional | A valid email, if you want one on file. |
Click Create Agent. On success the dialog closes and the new agent appears in the list. If the username is already taken or another check fails, the dialog stays open with a red error so you can fix the input and try again.
Editing an agent
Open the three-dot menu on the agent's row and choose Edit Agent. The dialog opens with the agent's current values filled in. You can change:
- Display Name — the name shown across the workspace.
- New Password — type a new password (at least 6 characters) to reset it. Leave it blank to keep the current password.
- Email Address — optional, can be added, changed, or cleared.
- Show real customer phone numbers — a toggle. When off, this agent sees masked numbers such as
+123****5678(the country code and last four digits) everywhere in the workspace instead of the full number. - Max Concurrent Sessions — the most conversations the system will hand this agent at once. Leave it blank for unlimited. Once an agent is holding this many conversations, the system stops assigning new conversations to this agent.
Enabling and disabling an agent
Disabling an agent blocks that account from signing in. The agent stays in the agent directory with their name struck through and a Disabled badge, and you can re-enable them at any time.
- One agent— open the row's three-dot menu and choose Disable (shown when the agent is enabled) or Enable (shown when they are disabled). The change applies right away.
- Several at once — tick the checkbox on each row you want. A Selected count and an Action menu appear; from there pick Enable or Disable to apply it to all of them.
Deleting an agent
Deleting removes the agent account and frees up an agent seat. Deletion cannot be undone, so the system asks you to confirm.
- One agent — open the three-dot menu and choose Delete Agent. Confirm in the dialog (the warning notes this permanently deletes the agent and cannot be undone).
- Several at once — tick the rows you want, open the Action menu, choose Delete, and confirm. The dialog states how many agents will be deleted.