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Human Agents Management

Configure and manage human agents to provide seamless customer support alongside AI agents.

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User Management

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Adding Users

1. Click “+Add User” in the Users tab
2. Fill in user details:
   • Full Name
   • Email Address
   • Role Selection
   • Chat access
   • Active Status
   • Password (for new users)

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Chat Access

Two checkboxes next to the role dropdown decide which conversations the person can work on, so you do not have to visit the Roles screen first:

• All AI chats — ticked by default. They can pick up any conversation the AI is handling, not only the ones assigned to them.
• All chats in the organization — off by default. Useful for covering a colleague on leave.

Permissions still live on roles rather than on people. If a role with exactly the right permissions already exists, it is reused; a new one is created only when none matches. The role your other teammates are on is never widened, and the boxes always reflect what the selected role already grants.

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Resetting a Password

An admin can reset a teammate’s password from the Human Agents list without the person going through the forgotten-password flow. The same strength rules below apply.

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Password Security

• Minimum 8 characters required
• Must include uppercase and lowercase letters
• Must include numbers and special characters
• Real-time password strength indicator
• Secure password validation

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User Status Options

• Active: Full system access enabled
• Inactive: Access temporarily suspended
• Status can be changed anytime

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Groups Management

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Creating Support Groups

1. Navigate to Groups tab
2. Click “+Add Group”
3. Set group name and description
4. Configure group settings

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Group Features

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Member Management

• Add or remove group members
• View member information
• Manage member roles
• Track member status