Invite an agent

Choose the role first

Use a separate login for every person. An Administrator manages account settings; an Agent handles customer conversations. A custom role can narrow conversation access and contact visibility.

If the person must have masked customer details or see only assigned work, create the custom role first. Naming a role Masked Number does not set its permissions automatically.

Add the person

1. As an administrator, open Settings → Agents.
2. Click Add Agent or Add User.
3. Enter the person's name and email address.
4. Select the intended role in Role, including the custom role if you created one.
5. Click Add Agent.
6. Ask the person to open the invitation email and complete the email verification or password setup it requests. Check spam/junk and the email spelling if it does not arrive.

To change an existing agent, edit their entry in Settings → Agents, choose the role and save.

Required: add the agent to an inbox

The invitation is only the first part. Open Settings → Inboxes → your inbox → Collaborators, select the new agent and click Update. Repeat for each inbox they should use.

Follow the inbox-access steps. If you skip them, the person may sign in successfully and see no messages, including in the Android app.

Check the handover

Have the agent sign in with their own email, choose the right account, open the intended inbox and answer a test conversation. For an assigned-only role, assign that conversation to them first. Check access and troubleshoot.