In this article, you will find information on how to add and manage new agents. We will also detail the types of roles and how to assign them.

Estimated reading time: 08 minutes

How to add agents to the Botmaker platform?

To understand how to add agents to the platform, you can follow the step-by-step below:

Note: to add a new agent to the platform, you need a Super Administrator profile. Otherwise, you will not be able to do so.

Step 1: Access Configuration>Agents.

Step 2 : To add a new agent, click on " + New Agent".

Step 3: In the pop-up screen, add the email address to which you want to send the invitation for participating in the platform and define the role of that agent.

Note : When editing the name of an agent, the system performs a case-insensitive check. The objective is to avoid duplicates of existing names due to the difference of only one capital letter, which would generate confusion, for example, when downloading agent productivity reports or agent metrics.

If you need to modify a name with variations of this type, the procedure is to delete a letter, save, and then modify it again.

Field definitions (will be displayed whenever you want to add a new agent):

• Customer service queues : functionality that allows conversations to be put on hold while they are referred to the specialized area regarding the user's query. Examples: support, sales, invoicing.

• Filters : allow limiting the cases that the agent can view in their list of conversations; for example, in the filter called "my chats", the agent can only see the cases that were assigned to them. In the case of the filter by WhatsApp channel, the agent will only be able to see conversations from the WhatsApp channel.

• Priority: defines the order in which the agent will receive the user's message. If an agent is assigned a "high" priority, they will receive the conversations before an agent with a "medium" priority. Also, the priority can be configured through the agent's custom roles. Thus, if the agent has normal priority (by default) and has a custom role, the priority indicated in the role will be considered. In case the agent's priority is different from the normal one, then it will be considered a higher priority than that of the custom role.

• Number of slots : refers to the total number of conversations that an agent can receive at the same time. Once the defined number of slots is reached, the bot could say, for example, "all our agents are busy". Thus, if the agent has 5 slots defined and 3 of them are occupied, they will be able to receive two conversations.

Slots can be configured in several sections of the platform. They are listed below in order of priority:

• The slots defined for the agent
• The slots defined in the custom role
• The slots defined by queue
• Finally, the general slots as defined in https://go.botmaker.com/#/configuration/livechat.

For example, if an agent has no slots defined (i.e. slots=0), the slots defined at the time of role assignment (if any) are used. If there are no slots defined in the roles, those defined in the service queue will be used, and, if there are none, those defined in the system by default will be used.

If no slots have been defined in these sections, the system considers 20 by default.

Step 4 - Click on "Confirm".

What are the available roles?

The available roles are:

Super Administrator : assigned to users with tasks concerning conversation management, general bot configuration, and agent administration.

Configurator : assigned to agents with tasks related to conversation management and general bot configuration.

Supervisor : assigned to agents with tasks related to chat management and bot metrics analysis.

Operator : assigned to agents with tasks related to chat management/operation.

How to edit the roles of an agent?

If you want to edit the roles of an agent already registered in the bot, you must find the profile to be modified.

To do that, you can filter through the buttons located in the upper right corner. They are:

• Search by name
• Sort by alphabetical order
• Filter by role

Once you have found the agent, click on "Edit". You will see a screen like the one below to make the necessary modifications.

Is it possible to create custom roles?

If you want to create new custom agent roles, an agent with a "Super Administrator" profile will need to log in to the Botmaker platform.

• Custom roles are typically used by teams that have specific agents and care queues. To find more information on this topic, you can read the following article: What is a customer service queue and how to set it up?
• If you have a customer service team and want to learn more on this topic, you can check the following related article: How to assign service queues?

Step 1 : Go to Menu > Agents > Roles.

Step 2 : To create a new role, click on "+" in the bottom right corner of the screen, and there you can define which sections of the platform this new role will have access to.

Description of each option

• Name : will be the name of the function description: description of the agent's function.
• Queues : now, you can add a queue for this role.
• Permissions: in this field, you can add all the roles you want to assign.

After performing these processes, click on save. Then, go to the agents' tab and add the role to the agents that will have this role.

The new role will be available to be assigned to an agent as you have seen in the previous section " Add agents".

Considerations on the chats screen

When editing a role, in Agents>Roles>Edit Role, you access the role options available for agents. 

How to add agents massively?

If you want to add more than one agent, you can do it massively. See the step-by-step below.

Step 1 : on the Agents screen, click on the import agents icon.

Regarding the chat screen, there are currently 20 permissions available to optimize communication with users, which can be easily enabled or disabled by checking the desired option as long as you have a super administrator profile or a role with permission to the Roles and Agents screen and access to the chat screen is turned on.

These permissions are as follows:

• Filter conversations
• Mute bot
• Edit tags
• Edit user notes
• Edit variables
• Send media
• Send audio
• Send gifs and create stickers
• Send emojis
• Send chat
• Close conversation
• Lock to user
• Assign to queue
• Assign to agent
• Mark as spam
• Download chat
• Mark as tester
• Start WhatsApp conversation
• Put a chat on hold
• See media tab

How to add agents massively?

If you want to add more than one agent, you can do it massively. See the step-by-step below.

Step 1: on the Agents screen, click on the import agents icon.

 You will see the following pop-up tab:

Step 2: Click on "Download Template" and download the template to fill it with your agents' data or create your own template with your agents' data.

Step 3: Click on "Upload file" and select the file with the information of the agents you want to add. You will see a summary of the information to import.

Step 4: Click on import. Done! You can now see your imported agents on the platform.

How to download agent information?

You can download a file with your agents' information. Just click on the icon and you are ready to go.

How to delete agents?

You can remove one or more agents from the platform. To do this, click on the "delete" icon.

The following pop-up window will open:

Click on cancel or confirm.

Through the features available in the Agents and Roles screen, you will better control your business conversational flows.

Remember to visit our Help Center for further information.

Written by: Botmaker Team

Updated: 1/26/2024