Agents are the operational users within Support Portal who view, respond to, and manage customer conversations. Every team member who participates in conversation handling requires an agent account provisioned by an Administrator.
Operational objective
Agent provisioning controls who has access to your workspace and at what permission level. Proper agent management ensures that conversations are handled by authorized personnel and that role-based access aligns with your organization's operational structure.
Agent roles
Support Portal defines two roles:
- Administrator — Full access to all platform features, including workspace settings, agent management, automation rules, and reporting.
- Agent — Access limited to conversations, inboxes, Canned Responses, and reporting. Agents can be assigned conversations and participate in team-based workflows but cannot modify workspace-level settings.
Provisioning a new agent
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Navigate to Settings > Agents to open the agent management interface. Alternatively, use the team-member invitation link available on the Dashboard welcome screen.
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Select Add Agent in the upper-right region of the interface.
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The provisioning dialog presents the following fields:
- Name — The agent's full name.
- Email — The email address used for authentication and notification delivery. The system sends an invitation to this address.
- Role — Select either Administrator or Agent based on the required permission level.
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Select Add Agent to confirm. The system displays a confirmation message and adds the agent to the management list.
The invited agent receives an email with instructions to complete account activation.
Modifying an existing agent
- Navigate to Settings > Agents and locate the target agent in the list.
- Select the edit icon (pencil) adjacent to the agent entry.
- The modification dialog allows updates to the agent's name and role assignment.
- Select Edit Agent to persist the changes, or Cancel to discard.
Removing an agent
- Navigate to Settings > Agents and locate the target agent.
- Select the delete icon adjacent to the agent entry.
- Confirm the removal when prompted.
Removing an agent revokes their access to the workspace. Conversations previously assigned to the removed agent may require reassignment.
Governance implications
Agent provisioning should follow your organization's access control policies. Limit the Administrator role to personnel responsible for platform governance. Regularly audit the agent list to ensure that only active, authorized team members retain access to the workspace.