Add agents

Administrators add, edit and remove team members under Settings → Agents. Every plan includes unlimited agents. Managers and Agents don't have Agents in their Settings menu.

1. Go to Settings

   

2. Under Team, click on Agents

   

3. In top right corner, click on **Add agent **

   

4. Enter the Agent name and Email address and pick a Role. Leave Agent can refund and edit orders on unless this person shouldn't refund, edit or cancel orders and subscriptions. Under Inboxes, tick the inboxes this person should see. The checkbox in the table header selects all of them. Then click Add agent. The person gets an email with a link to set up their login.

   

What each role can do#

There are three roles: Agent, Manager and Administrator. They are fixed. Custom roles and per-permission settings aren't available, apart from the Agent can refund and edit orders switch on each person. A role belongs to one account, so the same person can be an Agent in one account and a Manager in another.

Agent

• Works the conversations in the inboxes they were added to: reply, assign, resolve, write private notes, add and remove existing labels.
• Sees three pages in Settings: Profile settings, Canned responses and Macros.
• Reports shows only the Agents report, with their own numbers.
• Doesn't see the AI agent's Playground, Guidance and Knowledge pages, or Labels, Automations, Inboxes, Teams and Account settings in Settings. Can't create or edit labels.

Manager

Everything an Agent can do, plus:

• Labels and auto-labels, Automations and Teams.
• Inboxes: create inboxes, and change settings and collaborators of the inboxes they are on.
• All Reports.
• The AI agent menu: Drafts, Playground, Guidance, Knowledge and Knowledge gaps.
• Account settings (timezone, language, export) and Subscription.

A Manager only sees conversations in the inboxes they were added to, like an Agent.

Administrator

Everything a Manager can do, plus:

• Settings → Agents: add, edit and delete team members and change their role.
• Sees every inbox without being added to it.
• Settings and Actions in the AI agent menu.
• Integration tokens.

Refunds and order edits: Administrators can always refund, edit and cancel orders and subscriptions. Managers and Agents can when Agent can refund and edit orders is on for them. It is on by default.

To change someone's role, an Administrator opens Settings → Agents, opens the menu on the person's row and chooses Edit. You can't edit your own role.

Removing an agent#

Administrators can delete an agent under Settings → Agents: open the menu on the agent's row and choose Delete. You can't delete yourself. If you don't see Agents in Settings, your role in this account is Manager or Agent.

Deleting an agent unassigns every conversation they held, in every status, and removes them from all teams and inboxes. The conversations are not handed to anyone else. They wait in Unassigned.

To pass their conversations to a colleague, reassign them in bulk before you delete the agent.

Bulk actions: resolve, assign or label many conversations at once →