Engage Digital | Updating agent permissions

When you have created an agent, you can configure the agent’s access in the agent profile. You can also configure the agent’s permissions at the team level or by assigning identities to the agent. Finally, you need to determine which permissions an agent should have to use channels to reply to customers.

 

Once you have configured your channels, you need to define which agents should have access to read, reply, and ignore messages on various channels configured in the platform. When first created, no agents will have access to a channel.

 

The permissions to use the channel must be added manually for an agent, or by a bulk edit operation for a group of selected agents. When you add new channels, you should remember to update each agent’s permissions appropriately.