# Managing agents Section: Manage Your Project Description: Add agents to your Tidio project, resend invitations, edit their profile, change their status, deactivate or delete them, and know how many seats your plan includes. Verified against Tidio panel 12.304.0 Last updated: 2026-11-07 Source: https://help.tidio.com/articles/managing-agents/ In Tidio agents' settings, you can add, manage and customize agent profiles. Moreover, you can set their permissions and create departments for your teams to create the best experience for your agents and website visitors. **In this article, you'll learn:** - [How to add a new agent]() - [How to manage your agents]() - [How to see agents' permissions]() - [How to create custom roles]() - [How to create departments]() - [How to adjust your agent profile]() ## Add a new agent [Video]() Silent walkthrough. Add a new agent with Chat Agent permissions, then update another agent's profile picture and region. To add a new agent to your Tidio admin panel, access your Tidio admin panel and click on your avatar in the bottom-left corner. Then, hover over the list of available agents under **Online agents** and select **View all agents**. If you're the only agent so far, you'll see **Add an agent** in this menu instead. ![The profile menu with the Online agents submenu expanded to show one online agent and "View all agents".]() Alternatively, you can navigate to **Settings \> Team**, and open the** Agents** tab there: ![The Settings sidebar with Team selected under General.]() Inside, click on the blue **Add agent** button in the top-right: ![The top-right of Settings \> Team, Agents tab, with the blue Add agent button (plus icon)]() In the **Add an Agent** window, provide the new agent's **Name** and **Email**, and choose their **Permissions** - one of the preset roles (**Admin**, **Moderator** or **Chat Agent**) or a role you've created yourself. If you use departments, pick them under **Departments**. Hit **Add**, and you'll see **New agent has been added. An invitation email has been sent to that agent.** Make sure they received it. ![The "Add an Agent" dialog with empty Name and Email fields, "Chat Agent" permissions, the General department selected, and an Add button.]() Once the new agent receives the email, they simply follow the link in it to join your project. If they already have a Tidio account, they simply accept the invitation (**Accept invitation**) to join your project. Until the new agent sets up their account, you'll see a **Resend invitation** button next to them in the list - use it if the email got lost. 💡 **Please note:** the Free, Starter and Growth plans include up to 10 agent seats (on Plus, you decide how many seats you need). Only active agents take a seat - when all of them are taken, the **Add agent** button becomes **Upgrade your plan to add more agents**. You can free a seat by deactivating an agent. Choosing **Permissions** is available on the **Growth** plan and above, and **Departments** on the **Plus** plan and above. On the Free and Starter plans, every new agent is added as an **Admin**. If you or your agent need to reset the password again, you can follow the procedure outlined in the article here: [Unable to Log In](). Once the new agent is logged in, they can change their name or password by going to **Settings \> Account**: the **Name** field is on the **Personal details** tab, and the **Change password** button on the **Password** tab. ![The Settings sidebar with Account selected under Personal, above Notifications and Operating hours.]() ## Managing your agents To manage your agents, go to **Settings \> Team \>** **Agents** section. Here you can add, remove or deactivate agents as well as change their permissions and edit their profile. The list shows each agent's **Role**, **Two-factor authentication (2FA)** status and **Operating hours**. ![Settings \> Team, Agents tab: the list with the Name, Role, Two-factor authentication (2FA) and Operating hours columns, Edit permissions, Edit profile and the three-dots menu next to an agent, and the Add agent button in the top-right]() Click on the three dots menu on the right to **Change status to online** (or offline), **Deactivate** or **Delete** an agent. A deactivated agent stays on the list but doesn't take a seat - bring them back with **Activate an agent** (if all seats are taken, this option leads to an upgrade). Please note that you can switch an agent online only while they're logged into the Tidio panel, and that these options aren't available for the project owner or for yourself. ![The Agents tab with an arrow pointing to an agent's three-dot menu, open to a disabled "Change status to online" option, Deactivate, and Delete.]() To update an agent's profile picture, name, region or email signature, click on **Edit profile**. Upload a picture (JPG, JPEG or PNG, at least 200x200 px, up to 5 MB), change the **Name** or **Region**, edit the signature, and hit **Save**: ![The "Name - profile" window opened from Edit profile: the picture upload with Upload profile image, Min 200x200px .jpg .jpeg or .png and Max file size 5MB, the Name and Region fields, the email signature editor under Set your individual email signature, and the Save button]() To change permissions for the agent, click on the **Edit permissions** button (on the Free and Starter plans, it opens the upgrade window). ![The Team page's Agents tab with an arrow pointing to the "Edit permissions" button beside an agent.]() ### Permissions The project owner - and anyone whose **Team** permission is set to **Able to edit** - can set up custom permissions for each of your agents. You can change each agent's permissions in the **Settings \> Team \> Agents** section of your Tidio admin panel. To learn more about it, see [our article about setting permissions]() for your agents in Tidio. ### ### Roles You can create different roles for your agents. Roles are basically custom **permission sets** that you can assign to your agents. You can create them in the **Roles** tab with the **Create role** button. You can learn more about this tool [here](). ![The Team page's Roles tab lists Owner, Admin, Moderator, and Chat Agent, with a "Create a new role" button at the upper right.]() ### Departments If you wish to deliver the conversations to the right agents faster, you can enable departments in your Tidio panel. To start using **Departments**, go to **Settings \> Team \> Departments** section, where you can group your agents into specific departments. Departments are available on the **Plus** plan and above. ![The Departments tab lists General and Sales with assigned agent avatars and Edit buttons, plus "Set routing rules" and "Add new department" controls.]() To learn more about it, see our article about creating [departments]() in Tidio. ## How to customize your agent profile Each agent can customize their own profile by clicking on their avatar in the bottom-left corner of the panel and clicking their name. Admins can also change another agent's picture with **Edit profile**, as described [above]() - but only the agent can change their own email address, password and panel language. ![The profile menu with the agent's name and avatar highlighted at the top, above the Show online toggle.]() You can also adjust the same settings in the **Settings \> Account** section. See [Set your profile picture]() for the details on the picture. ![The Account page's Personal details tab with the profile picture upload area circled, showing support for JPG, JPEG, and PNG files up to 5 MB.]() 💡 You'll see a grey placeholder if you don't have an avatar uploaded. ## Further reading - [Permissions]() - [Set your profile picture]() - [Departments]() - [Two-Factor Authentication (2FA)]()