Inviting agents to your team

Managing your support team starts with getting the right people into your Deskwoot account. Agents are the team members who handle customer conversations across all your connected channels. You can invite as many agents as your plan allows, assign them specific roles, and control which inboxes they can access.

Adding new agents

Follow these steps to invite a new agent to your Deskwoot account:

1. Navigate to Settings > Agents.
2. Click the 'Add Agent' button.
3. Enter the agent's name and email address.
4. Select the appropriate role for the agent (see below).
5. Click Save to send the invitation.

The agent will receive an invitation email with a link to set up their password and join your account. Once they complete the setup, they'll appear as an active member of your team.

Agent roles

Deskwoot has two built-in roles:

• Administrator. Can access all settings, manage agents, configure inboxes, and oversee the entire account.
• Agent. Can handle conversations and manage contacts but cannot change account settings.

You can also create custom roles with specific permission sets, giving you fine-grained control over what each team member can see and do.

Assigning agents to inboxes

After adding agents, assign them to the inboxes they should monitor:

1. Go to Settings > Inboxes.
2. Select the inbox you want to configure.
3. Add the relevant agents to that inbox.

Only assigned agents will see conversations from that inbox. This keeps your team focused and prevents conversations from being overlooked.

Best practices

• Start with the right role. Grant the minimum permissions each team member needs. You can always upgrade an agent to Administrator later if their responsibilities grow.
• Organize by inbox. Assign agents only to the channels they actively support. This reduces noise and helps your team prioritize effectively.
• Review your roster regularly. Remove or deactivate agents who are no longer on the team to keep your account secure and your reporting accurate.

Troubleshooting

• Invitation email not received? Ask the agent to check their spam or junk folder. Ensure the email address was entered correctly and resend the invitation if needed.
• Agent can't see conversations? Verify that the agent has been assigned to the correct inbox under Settings > Inboxes.
• Reached the agent limit? Your current plan may cap the number of agents. Check your subscription details to see if an upgrade is required.

Frequently asked questions

Can I change an agent's role after they've been added?

Yes. Go to Settings > Agents, select the agent, and update their role. The change takes effect immediately.

What happens when I remove an agent?

Removing an agent revokes their access to your Deskwoot account. Their previous conversations and activity history are retained for your records.

Can an agent belong to multiple inboxes?

Absolutely. You can assign a single agent to as many inboxes as needed, which is especially useful for smaller teams handling multiple channels.