How to invite and manage agents


You don’t have to do it alone. With, you can invite other people to help you respond to chats and manage your account. Someone who has access to your dashboard and can respond to incoming chats is referred to as an agent. There is no limit to the number of agents you can add to your account (and it’s free).

An agent can be given access to a property with a page or a website on which the widget has been added. For example, if you add a friend to one of your properties, they will be able to see visitors on your website and answer any incoming chats. is an agent-centric chat application. When logging into an account, an agent can be associated with multiple properties and will be able to respond to any incoming chats from those properties. 

NOTE: The instructions below can be completed from a browser or the desktop apps.

View directions for Android here: Inviting and managing agents on Android

View directions for iOS here: Inviting and managing agents on iOS

How to invite agents to your property

Adding agents to a property is quick and easy.

Only an admin can invite and manage the agents added to a property.

If you have multiple properties, check to make sure you're viewing the correct one. Hover over the current property name in the upper-left menu to select a new property from the list.

Make your way to ⚙️Administration User Management  Property Members. 

To add a new agent to the property, click the green Invite Member button, enter the email of the member you want to invite, and choose either Admin or Agent status. 

If you want to add more than one team member, click the + Add Another button.

Once you've entered the email and selected a status, hit the green Send Invitation button in the lower right corner, and you're done on your end.

The new member will then receive an email asking them to confirm that they want to be added to the property. If they already have an account associated with the email, they’ll be asked to log into their account to accept the invitation. The invite will appear in the Notifications (bell) icon in the lower left of the dashboard.

If they don't yet have a account, they will be prompted to sign up for one before they can accept the invitation.

You can also invite and manage agents via our mobile applications.

Learn how to invite agents through the iOS app by following the steps in this article: Inviting and Managing agents on iOS

Learn how to invite agents through the Android app by following the steps in this article: 
Inviting and Managing agents on Android

Pending invitations

You can check the status of invitations to your property by looking at the Agent Status tab. An email address listed as pending indicates that the invitation to join your property has not yet been accepted.

Selecting an agent's name in the Property Members list will open a menu allowing you to resend or delete the invitation. Click the Invite Member button to resend the invitation. Click the Delete Selection button to cancel the invitation.

To cancel/delete an invite, tick the agent’s name and click the Delete (trash bin) button in the upper right of the screen.

If you have resent an invitation and the agent has still not received it, ask them to check their spam/junk folder. If they cannot find it there, please reach out to our team in chat. We’ll be able to check to find out what has happened to the email. 

Managing agents associated with your property.

In the Property Members section, you'll see a list of all agents associated with the currently selected property. You can make changes here for each agent, controlling whether or not they have admin status and enabling or disabling their access to the property.

First, click the member’s name in the property member list.

To remove an agent’s permissions without removing them from the property, just toggle off "Agent Status" until it turns gray. You can reinstate a property member’s agent status by toggling it back on (green).

To change a property member’s Role, select Admin or Agent.

How to delete an agent

To delete one or more agents from the property member list, tick the checkbox to the left of the name of each property member you would like to remove.

Then, click the Delete (trash bin) button in the upper right corner of the page.

You will be asked to select another agent/department to reassign and transfer that specific agent's existing conversations to.

To do this, choose an agent or department from the dropdown.

To confirm your selection, click the Delete button.

The selected agents will lose all access to the property. 

The difference between an admin and an agent:

An admin can access all the settings in your Administration menu. They have the same privileges as the primary account administrator.

An agent can do the following:

      - Respond to chats

      - Respond to tickets

      - Access Reporting

      - Access Messaging (where chats and tickets are stored)

      - Create and edit articles in your Knowledge Base

      - Create and edit Shortcuts
      - View property members (they can see which members are associated with the account. However, they can make no changes)

Adding agents to your property makes it easier to manage customer interactions.

Once you have invited team members to your property, you can share this tutorial with them to get them up to speed quickly with the software: Academy: Dashboard Training 

Need help more help? Reach out to our support team or schedule a call

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