Agents are the team members you invite to your Textline account. Inviting multiple Agents enables you to work seamlessly as a team, sending messages and answering customer requests from within your main Textline Dashboard. Everyone has visibility into the latest activity, and anyone can jump in to help anytime.
Agents can Claim a Conversation to assign it to themselves (although all other Agents will still be able to view and respond if necessary), Transfer it to another member, and Resolve a Conversation when complete. Note: Pro plans can create a custom role to limit this functionality. Read more here.
Agents can also send Whispers (internal notes) to each other within Conversations.
Each Agent can set their Notification preferences and avatar.
To add Agents, click Settings > Agent Settings > Agents > Invite Agent.
Enter the new Agent’s name and contact information, select their Role, select the Department or Departments they have access to, and then send the invitation via Email, SMS, or both.
All agents can view and respond to all Conversations within their assigned Departments.
Please note that if the Agent's email address already exists in Textline's system (whether they've created an entire account on their own, or been invited to an existing account already) you will not be able to invite them to your account with that email address. They will need to either change the email address in their existing account or have an Admin in that account delete their login in order for you to invite the correct email address to the new account.
You can invite other members to join as Agents or Admins, roles which will entitle them to different sets of permissions.
Agents and Admins will all have their own individual logins (their business email), but will all have access to your Textline phone number(s). They can view & respond to all Conversations - all of which will reach your customer from your Textline phone number, just as if they were texting with one person.
If an Agent needs their invitation email resent, you can resend invites by heading back into the Agents section and selecting the Edit icon next to the appropriate Agent. Then, click either Send Email Invite or Send SMS Invite to resend.
You can also set an agent's conversation limit. This feature is a part of routing where you can set a maximum of how many conversations an agent can be assigned to before the route(s) stops assigning them new conversations. This limit applies to the whole account, so if an agent has a limit of 4 and has 2 conversations in each of your 2 departments, then the agent has met their limit. This field can only be set once an agent has been created. The default is no limit.
Watch the tutorial video on Adding & Editing Agents here.