Agents are the team members that you invite to your Textline account. Inviting multiple Agents enables you to work seamlessly as a team, sending messages and answering customer requests all from within your main Textline Dashboard. Everyone has visibility into the latest activity, and anyone can jump in to help at any time.
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 to another teammate, 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 own Notification preferences and avatar.
To add Agents, click the Settings > Team Settings > Agents > Invite Agent.
All agents can view and respond to all Conversations within their assigned Departments. You're a team!
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 your Admin to invite the correct email address to the new account.
You can invite your team 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.
Watch the tutorial video on Adding & Editing Agents here.