How to Create an Agent

You can create multiple agents in Zoko to help manage customer chats from a single WhatsApp number. Each agent can log in using their own credentials and access chats assigned to them or their designated team.

To do this:

1. Go to All Features.

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2. Scroll down and select Agent.

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3. Click on Add new agent.

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4. Type the team member’s name and email address in the provided fields. They will use these credentials to log in to their Zoko account.

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5. Assign a role to the agent. In this case, we have selected Admin. To learn more about different roles, refer to this article on Agent Access Levels (Roles)

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6. Type the agent’s phone number. The agent will use this number to complete OTP verification when setting up their account. (This is required only for agents with the Owner or Admin role.)

Note: If the agent has already set up 2FA using the same email address on another Zoko store, Zoko will automatically recognize the existing 2FA setup and display the masked phone number. The number cannot be edited. This also applies if the agent was previously deleted and is being added again. If the displayed number is incorrect, contact Zoko Support to update it.

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7. Choose the agent’s status from the dropdown menu. Select Online if the agent is available or Offline if they are unavailable. In this case, we have selected Online.

Note: When the agent becomes available again, they’ll need to manually change their status to Online. To learn more, refer to our article on How to update the status.

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8. [OPTIONAL] If you want to add the agent to a team, click Add Teams and select the team(s) you want to assign the agent to. To learn more about creating teams, refer to the article on How to Create Teams

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9. Click on Save.

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Once the agent is created, they will receive an invitation email at the email address you provided.

The agent needs to complete the following steps:

- Open the invitation email and click Create a Password. It will take you to Zoko dashboard.

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- Type your password and click Create your password. You will then receive an OTP on the registered phone number. Type the OTP and click Continue. Once the OTP is verified, your Zoko account will be ready to use.

‍Pro Tip: Save time by setting up Auto Distribute Rules to automatically route chats to the right agent or team based on your criteria. To learn more, refer to this article on How to Set-up Auto Distribute Rules

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Keywords: Create agents, Multiple agents, Chats assign, Add agents, Team.

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