Manage teammates or agents in i-genie
Agents with i-genie are the team members who have access to the portal and who can take over the chat from the bot at any given point of time to further assist the visitor.
Having agents with i-genie will allow you to use the Human Handover option i.e allowing the visitors to interact with humans for faster resolution and assistance.
You will be able to define the role of agents i.e whether to provide them administrator access or limited access.
How do I add teammate or agent in i-genie?
You can follow the following steps to add an agent or teammate in i-genie;
1 – Go to ‘Settings > Account > Teammates’ to access the teammates screen
This screen also provides details about total number of agents, their role and their last activity on the portal
2 – Click on ‘Add Teammate’ on the top right corner to create the agent or teammate
3 – Provide the email address of the user
4 – Define the role of teammate / agent
* Admin role: Providing this role to the teammate / agent will ensure that they have the administrative access i.e they will be able to make changes in the account like modifying teams, configuring settings etc..- * Agent role: Providing this role to the teammate / user will ensure that they have the limited access and will only be able to interact with the visitors and have no access to make changes in the account
5 – Click on ‘Add Teammate’ to add teammate / agent
How do I manage teammate or agent in i-genie?
You have the ability to manage teammate or agent with i-genie i.e at any given point of time, you can make changes in the role of teammate or agent or even revoke their access in case they have left the organisation
How do I edit the role of teammate or agent?
You can follow the following steps to make changes in the role of teammate or agent
1 – Go to ‘Settings > Account > Teammates’ to access the teammates screen
2 – Click on ‘Edit’ against the teammate or agent for which you wish to update the role
3 – Update the role of teammate / agent.It will not allow the user to make changes in the name or email address of the teammate / agent
4 – Click on ‘Save’ to implement the changes
How do I remove teammate or agent?
The users can follow the following steps to have the teammate or agent removed from the system;
1 – Go to ‘Settings > Account > Teammates’ to access the teammates screen
2 – Click on ‘Remove’ against the teammate or agent to revoke their access
3 – Click on ‘Remove’ again to remove the teammate / agent
