Agents

Agents are people who provide support services. With the admin role, they can also supervise and configure the system.

Agents and customer representatives are essentially equivalent terms, it’s the universal definition for all people who provide customer support (resolve support requests).

User types

• Agent – Agents take care of all the customer requests, answer Chats, Phone calls, and other messages. Optionally, they can manage Knowledge Base articles. They don‘t have access to configuration.
• Admin – Admins can configure the system, view reports, and manage other users.
• Owner – The owner is a special type of administrator that, in addition, can change and upgrade the subscription plan and has access to billing information and invoices