Engage Digital | Managing agent identities

To post messages to various channels in the platform, agents must have identities linked to each channel. Typically, these identities are based on the channel and take one universal name on behalf of the company.

For example, on Facebook and Messenger, the identity is the name of the page. When the agent replies to a message on that channel, the reply identity is the name of the page. And if the messages are posted on the Support page, the identity used to reply will be Support.

For channels that only have one possible identity (all channels except forums and the platform’s SDK), the identity will be automatically assigned to the agent if they have permissions to reply on these channels, meaning that no further configuration is needed.

For channels with multiple identities, the identity needs to be created and then added to the agent’s account.

Updating agent identities

To update an agent’s identities, complete the following steps:

1. Navigate to Users > Agents in the left-hand navigation bar

2. Locate or search for the agent

3. Hover your mouse over the agent and click the Edit Identities or the person icon that appears at far right

4. Select a channel from the channel dropdown list

5. Select an identity associated with that channel

6. Click the Add plus icon to assign the identity to the agent

7. Add additional identities as needed

8. Click Save

View of Edit Identities configuration page