Agents

Agents are team members who can access Inbox, handle conversations, and collaborate on customer communication. An agent is created for a user automatically when the user is invited to the workspace and he accepts the invitation and accessed the portal. However that agent is created with default name, if you want to change the name you can do it in the portal. You can manage agents directly from the Agents page (opens in a new tab).

What you can do in Agents

• View all agents in your workspace.
• Edit existing agent details.
• Remove agents who no longer need access to inbox.

Why agent setup matters

Only configured agents can work conversations in Inbox. So the system can do assignments and track the agent's performance and activity.

Best practices

• Keep the agent list up to date as your team changes.
• Remove access quickly for users who leave the team.
• Confirm each active support user is configured as an agent to avoid Inbox access issues.

Troubleshooting

• User cannot access Inbox: Check that the user is created as an agent.
• Agent not found in list: Use search and verify workspace context.
• Wrong assignment behavior: Review agent setup and conversation assignment rules.