Agents are the users who respond to customer messages that come into the platform. To access the Agent section of the platform, an agent must have an agent account and the permissions to access the system.
There are three predefined roles that contain a set of permissions. An admin must evaluate whether those roles are appropriate to assign to the agents in the platform, or whether the admin should create any custom roles to grant a different set of permissions appropriate to users’ roles.
Each agent also needs an identity to allow the agent to reply to customers on a channel. For certain channels, the agent identity is automatically created. For other channels, an admin must create an identity manually for the agent.
An admin may also configure an agent’s profile and settings, such as skills and signatures.
Let’s discuss some of the most important concepts related to agent management: