Agents - Early Access

There are two specific roles used for managing Conversations:


Supervisors are users with a role of an admin and agent at the same time. Supervisor will have access to more modules than agent like:

  • Create agents through Apps
  • Configure queues and routes through Apps
  • Check detail reports and insights
  • Manage any conversation or queue
  • Create automated campaigns or post conversations surveys


Agents are users of the Portal with a role of an agent. Responsibility of an agent is to handle and manage conversations. Defining and assigning agents to conversations is optional. The following methods for agent managements are available: