Mampu AI Docs/Settings/Managing agents and teams

Managing agents and teams

Invite teammates as agents or administrators, edit their role and availability, reset a password, remove someone, and group people into teams that conversations can be routed to.

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Agents are the people who answer conversations. Teams group them, such as Sales or Support, so a conversation can go to a whole group. Only administrators can change either, under Settings.

Watch the walkthrough

Agents

Settings → Agents

Settings → Agents lists everyone with their role and whether they confirmed their invitation.

Add an agent

Only administrators can add agents.

  1. Open Settings. Click Settings at the bottom of the left menu, below Referral. The settings menu opens beside it.

    The left menu with Settings highlighted

  2. Go to Agents. In the settings menu, under Workspace, click Agents. The page lists everyone who already has access. Click Add Agent at the top right.

    Settings → Agents with Add Agent highlighted

  3. Enter their name and choose a role. In the Add agent to your team pop-up, type the person’s name in Agent Name, the way your team should see it. Under Role, Agent is already selected; the table below shows what each role can do.

    The Add agent pop-up with the Role list open

  4. Enter their email and add them. Type their email in Email Address. Their invitation is sent there, so check it carefully. Then click Add Agent, which turns blue once the name and email are filled in. Cancel closes the pop-up without adding anyone.

    The filled-in pop-up with Add Agent highlighted

  5. Check the agents list. The person now appears in the list with their email and role, and the agent count goes up by one. They get an email with a link to set their password and join. The pencil and bin on their row let you edit or remove them later; see Edit, reset, remove below.

    The new agent in the agents list

Role What they can do
Agent Reply to conversations in their inboxes
Administrator Everything an agent can do, plus every setting, report and billing page
A custom role you created Only what that role allows; see Custom roles: give a supervisor their own inboxes

After you add someone:

Edit, reset, remove

To change someone’s name, role or availability:

  1. Click the pencil. In Settings → Agents, click the pencil on the right of the person’s row.

    The pencil on an agent's row

  2. Make your change and save. The Edit agent pop-up opens with their current details. Change the Agent Name, Role or Availability (Online, Busy or Offline). Then click Edit Agent to save, or Cancel to close without changes.

    The Edit agent pop-up with the Role list open

Two more actions:

Action What it does
Reset Password In the Edit agent pop-up: email them a link to choose a new password
Delete The bin on their row: remove them after you confirm. Their past replies stay; all their conversations become unassigned

Teams

Creating a team

  1. Open Settings → Teams and click Create new team.
  2. Create: enter the Team name and Team Description. Allow auto assign for this team (on by default) hands team conversations to one of its members automatically. Click Create team.
  3. Add Agents: pick members and click Add agents; select all agents adds everyone.
  4. Finish.

The team then appears under Teams in the Conversations sidebar and wherever you route a conversation: Assigned Team in the details panel, Assign team in the right-click menu and bulk bar, automation rules and flow agent handoffs. Members are notified when a conversation is assigned to their team.

Edit team changes the details or Update agents in team. Delete removes a team; its conversations keep their agent and lose only the team.