Engage Digital | Creating an agent

When an admin adds an agent to the platform, the agent will receive an invitation by email. When the agent accepts the invitation, the agent will create a password when accessing the platform the first time. If the agent does not accept the invitation, the agent status appears grey with the message Invitation Sent
 
Once an agent has been invited to the platform, your management options for that agent differ based on whether or not the agent accepts the invitation and logs in to the platform. You can disable but not delete an agent if they have accessed the platform. You can only delete an agent who has never logged in.

Creating an agent

1. Navigate to Users > Agents in the left-hand navigation bar.
2. Click the New Agent button at top right to add a new agent.
3. Enter the First name and Last name of the agent.
4. Enter the Email for the agent.
5. Click on the Role dropdown and select a predefined or custom role for the agent.
6. Click on the Teams dropdown and select the team(s) you’d like to assign to the agent. 
7. Select the Interface language for the agent’s user interface.
8. Check the SSO only (no password) box to enable single sign-on (SSO) for that agent.
9. Click Save.
When you first create the agent, they will not be able to view messages or reply to them. You need to grant the agent the correct permissions for the channels from which you’d like that agent to reply to messages. If you are using the Routing mode, you need to add the appropriate categories and language options for the agent to receive interactions. Visit Updating agent permissions to learn more.

Agent configuration settings

  • Email: Specifies the email address the agent will use to log in. This must be a valid email address so the agent can receive an invitation to the platform.
  • Role: Specifies a predefined or custom role for the agent. For more information about how roles are used in the platform, visit Managing roles.
    • Administrator: A predefined role with permissions suitable for an admin.
    • Agent: A predefined role with permissions suitable for an agent.
    • Manager: A predefined role with permissions suitable for a supervisor.
    • Quality analyst: A predefined role whose permissions include viewing messages and events.
  • Teams: Specifies the team(s) to which you’d like to assign the agent. (optional)
  • Interface language: Specifies the language for the agent’s user interface. The available interface languages are English, Deutsch (German), Español (Spanish), Français (French), and Nederlands (Dutch).
  • SSO only (no password): Check this box to require agents to sign in with single sign-on (SSO).

Duplicating an existing agent

If you already have an existing account created, you can choose to duplicate an existing agent. When you duplicate an agent, the new agent inherits the permissions and skills of the original agent. 
1. Navigate to Users > Agents via the left-hand navigation bar.
2. Hover over the agent you want to duplicate and click the More icon that appears at far right.
3. Click Duplicate this agent from the dropdown menu to reveal the Create new agent window.
4. Provide the First name and Last name for the agent.
5. Enter the Email for the agent.
6. Click on the Role dropdown and select a predefined or custom role for the agent.
7. Click on the Teams dropdown and select the team(s) you’d like to assign to the agent.
8. Select the Interface language for the agent’s user interface.
9. Select the SSO only (no password) box if you want this option.
10. Click Save to send the invitation to the agent.
11. Repeat as needed to duplicate additional agents.
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