When adding an agent to your account, you choose between two types of agents. Full-time agents and Occasional agents.
Here are the differences between full-time and occasional agents
|These agents will log into your account regularly||These agents will only need access to your account only on special occasions.|
|They are usually your support agents and admins who talk to your customers everyday.||They are usually part-time support agents who helps you manage your support volume during peak seasons or a marketing executive who builds your chatbots.|
|You will need to purchase a license for every full-time agent you add to your account.||You can add any number of occasional agents to your account, but they will need day pass to access your account. Learn more about day passes.|
Although both full-time and occasional agents will have the same permissions, we recommend setting up your account and integrations using a full-time agent to avoid authentication issues.
How to change your agent's type?
You can always change an occasional agent to a full-time agent or vice-versa after they have been added to your account.
To change an agent's type
- Go to Admin settings > User and Permissions > Users
- Select the agent whose type you want to change
- Under User type select the agent type you want to change to
- Click on Save to save your changes.
If you have any more questions, please reach out to your account manager or write to us at email@example.com