User Guide
Agents & Permissions
Learn how to invite agents and configure their permissions
Agents and permissions let you invite team members and limit access to the features they need. Separating inquiry response, FAQ management, form settings, and billing permissions helps keep operations safe and aligned with each role
Agent Management Flow
1
Invite an Agent
Open "Agents" and send an invitation email
- The invited member creates an account from the link in the email
- If the email does not arrive, check the address and spam folder
- If you exceed the included number of agents, subscribe to the agent add-on first
2
Configure Permissions
Grant permissions such as inquiry response, FAQ management, and form settings per agent
- Support members usually need inquiry viewing and reply permissions
- Settings and billing permissions should be limited to administrators
- Keep permissions limited to what each person needs
3
Review Profile and Notifications
Ask agents to review their profile, display name, language, and notification settings
- The display name may be shown in customer-facing replies
- The management screen language follows the agent profile setting
- Agents who handle tickets should review browser and email notifications
4
Remove or Review Agents
Remove agents or adjust permissions when roles change
- Removed agents can no longer access the management screen
- Past inquiry history and audit logs remain as operational records
- Reassign active tickets before removing an agent
Before You Start
- You need permission to manage agents
- Confirm the email addresses of the people you want to invite
- Decide what each member needs to work on
Permission Design Tips
- Review permissions regularly when team responsibilities change
- Limit form settings and external integration permissions to trusted administrators
- Additional agents can affect billing, so review plan usage as the team grows
What to Do Next
After inviting agents, review ticket assignment and notification settings for your support workflow