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Manage agents
A FROGED space can have several agents or employees working in it, depending on the subscription plan. The first user is the creator of the workspace and has the role of administrator with full permissions and access.
To manage the agents that are members of a workspace there is the ‘agents’ view in the ‘settings’ section. All agents have access to this view, but only those who have the corresponding permission activated can manage users.
To manage the agents that are members of a workspace there is the ‘agents’ view in the ‘settings’ section. All agents have access to this view, but only those who have the corresponding permission activated can manage users.
Add a new agent
To invite a new agent to the workspace, in the ‘agents’ view you click on the ‘add new agents’ button:
Steps to follow:
1. Add the email of the new agent with the correct format.
1. Add the email of the new agent with the correct format.
2. Select the role that the agent will have when it enters the workspace. The agent's permissions can be edited after sending the invitation in the ‘agents’ view. If you need more information, see the article Manage permissions.
- Manager: role with all permissions.
- Support: role with the necessary permissions to be an omnichannel inbox support agent.
- Guest: role with access only to your assigned omnichannel inbox conversations.
Remove an agent
To remove an agent from a workspace is as simple as selecting the ‘remove’ option from the options menu in the agents table.
When an agent is removed from a workspace, it no longer has access but the information related to the agent is saved in the databases (conversations, metrics, data...). In this way, if the agent with the same email address is added to the space again, it is synchronised with the previous profile.
The agent is removed from the teams to which it belongs and its open conversations remain ‘unassigned’ so that another agent can resolve them.
The agent is removed from the teams to which it belongs and its open conversations remain ‘unassigned’ so that another agent can resolve them.
FROGED