Agents

Agent Overview

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.