👥 Agent Management
Add team members, define permissions and manage access.📋 What are Agents?
Agents are your team members who serve customers in Chatwoot. Each agent can:- ✅ Receive and respond to conversations
- ✅ Manage contacts
- ✅ Access reports
- ✅ Create automations (if has permission)
- ✅ Configure system (if admin)
🆕 Add New Agent
Step by Step
- “Settings” → “Agents”
- Click “Add Agent”
- Fill in:
- Name: Full name
- Email: Work email
- Role: Choose access level
- Send Invite
- Create password
- Activate account
- First login
🎭 Roles and Permissions
1. Administrator
Can do everything:- ✅ Manage agents
- ✅ Configure inboxes
- ✅ Create automations
- ✅ See all reports
- ✅ Change general settings
- ✅ Manage billing
2. Agent
Focus on support:- ✅ Respond to assigned conversations
- ✅ View contacts
- ✅ See own report
- ❌ Cannot add other agents
- ❌ Cannot change settings
3. Supervisor (Custom Role)
Manages team:- ✅ Everything Agent can
- ✅ See everyone’s reports
- ✅ Manage teams
- ❌ Doesn’t change general settings
👤 Agent Profile
Each agent has profile with: Information:- 📸 Photo
- 📱 Phone
- 🏢 Job title
- 🌐 Preferred language
- 🟢 Online
- 🟡 Away
- 🔴 Busy
- ⚫ Offline
📊 Metrics by Agent
See individual performance:💡 Best Practices
Onboarding
✅ Training: Before giving access✅ Documentation: Share internal guides
✅ Shadowing: New agent observes veteran
✅ Mentorship: Veteran accompanies first days
Permissions
✅ Least privilege: Give only necessary access✅ Review regularly: Remove unused access
✅ Limited admin: Few admins is safer
Motivation
✅ Recognize top performers: Publicly✅ Clear goals: Everyone knows what to achieve
✅ Regular feedback: Weekly or biweekly
✅ Gamification: Rankings, badges