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How to Create Agents

This article will help you understand how to add agents who can manage your customer chats on Zoko

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Transcript

We will show you how to add your team members who would chat with your customers as agents on Zoko. To start with go to Organisation Settings and then click on Agents. Next Fill all details of the agent here. Remember that, you need to enter email id with which your agent's Zoko account will be created. Your agent will use this email ID to login into their Zoko account.

add your team members

We need to assign a role to the agent. In Zoko there are 4 types of roles.

The first type is the Owner. This role has complete access to the dashboard including billing. This role can jump into each agent's chats and have visibility on all conversations

The second type is Admin. This role has the same capabilities as the Owner role except for the access to Billing. 

The third type is Salesman. This role can see the Queue screen and the Chats screen. They can see chats that are assigned to them and their team along with chats on the queue where they can be re-assigned.

The fourth type is Salesman (Limited). This is a restricted role. They can see only the chats screen and the chats that are assigned to them and their team.

Select the role that you want to assign to this agent.

Select the role

You can also mark the availability as Available or Unavailable. Once marked you can also turn the availability on and off.

mark the availability

You also have an option to add a profile picture of the agent here.

add a profile picture

Next, you have the option to add the agent to a team. All chats assigned to a team are visible to all the agents in that team. Click on Save and your agent will be created. You can see the agents list here. Note - A new agent will get an email, filled by you while creating the agent. They need to click on Sign Up and then enter the same email id that you had given during creating their profile and create a password here to log in to their account.

add the agent to a team

You can change the availability of the agent from here and edit the agent role, availability and teams.

edit the agent role

You can also select multiple agents by pressing Shift or Command Key. Once selected, you get the bulk options to delete agents, set availability, add to teams and add roles.

multiple agents

You can also search for an agent by name or email ID or filter the agents based on role, teams or availability from here.

search for an agent by name

How to Create Agents

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