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 departments
• How to adjust your agent profile

 

 

Add a new agent

 

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 and select View all agents.

 

 

 

Alternatively, you can navigate to Settings > Team > Agents and click on the blue Add an Agent button.

 

 

 

In the pop-up window, provide the new operator's name, email address, and permission type. An activation email will be sent to the new agent. Make sure they received it.

 

 

 

Once the new agent receives the email, they can log into their Tidio account using the provided login link and password.

 

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 password or name by going to Settings > Account and clicking on Change password or editing the name field.

 

 

 

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. 

 

 

 

You'll see an option to delete, deactivate, or change the status of an agent from offline to online by clicking on the three dots menu on the right.

 

To update an operator's profile image, name, or region, click on Edit profile.

 

 

 

To change permissions for the agent, click on the Edit permissions button. 

 

 

 

Permissions

 

As a project owner of a Tidio account, you can set up custom permissions for each of your agents. You can change each operator'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 the agents in Tidio. 

 

 

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.

 

 

To learn more about it, see our article about creating departments in Tidio.   

 

 

How to customize your agent profile

 

Each agent can customize their profile. However, only the logged-in agent can change their avatar, which can be done by clicking on their avatar in the bottom-left corner of the panel and clicking their name. 

 

 

 

You can also adjust the same settings in the Settings > Account section.