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
Full-time agents | 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 > Team Management > Users and Roles > 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 protected]