Get your team answering conversations
Add the people who will handle your chats, decide what each of them can see and do, and let them show customers when they are available.
You need this the moment more than one person is replying to customers. It is for the owner or administrator who is setting the team up for the first time, or adding someone new.
Step by step
Create the account
Go to the Users area and choose Add user at the top right. This is where agents and admins are created.
Make them an agent or an admin
Only agents and admins can sign in to the panel. Anyone who is not one of those two types cannot open it, so pick the right type when you create the account.
Decide what agents can do
Open Settings > Admin > Agent privileges to configure their permissions. Set this before your agents start work, so nobody sees more than they should.
Appoint a supervisor if you need one
Go to Settings > Admin > Supervisor. A supervisor must be an administrator. To have several, enter their admin IDs separated by commas.
Show your team how to go online
Each agent sets themselves online or offline from the profile panel at the bottom left of the panel. Ask them to go online when they start their shift.
Set away mode
Under Settings > Notifications > Away mode, an agent is set offline automatically after about 10 minutes of inactivity in the panel. Inactivity means no clicks, no mouse movement and no key presses.
Settings reference
| Setting | What it does |
|---|---|
| Add user | The button at the top right of the Users area that creates a new account, including agents and admins. |
| Agent privileges | At Settings > Admin > Agent privileges, this controls what your agents are allowed to do. |
| Supervisor | At Settings > Admin > Supervisor, this names the administrator, or administrators, acting as supervisor. |
| Away mode | At Settings > Notifications > Away mode, this sets an agent offline automatically after around 10 minutes without activity in the panel. |
Good to know
Only two account types can sign in
The panel is open to agents and admins alone. If someone cannot sign in, check which type their account was created as.
A supervisor has to be an administrator
You cannot appoint an ordinary agent as supervisor. Make the person an administrator first, then add them at Settings > Admin > Supervisor.
More than one supervisor
Add several by entering their admin IDs in one field, separated by commas.
Away mode does not run on mobile
The automatic offline switch after inactivity is not enabled on mobile devices. An agent working from a phone stays online until they change their status themselves.
Online status is in the agent's hands
Agents switch themselves online and offline from the profile panel at the bottom left. Away mode is the only thing that changes it for them.
Common questions
Where do I create a new agent?
Why can one of my people not sign in to the panel?
Can I have more than one supervisor?
Can an agent be made supervisor?
An agent was at their desk but showed as offline. Why?
Does away mode apply when an agent works from a phone?
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