Agent Management

The Agent Management screen helps you control who can respond to live chat messages. You can view all agents, their roles, working hours, and online/offline status. It also allows you to manage agent access easily.

Agent List

You’ll see a table showing the following details for each agent:

• Agent Name
• Role (Super Admin or Super Agent)
• Account Status – shows if the agent is Active or Suspended
• Status – shows if the agent is currently Online or Offline
• Actions – for managing the agent

This gives you a full overview of which agents are available, and who may need attention.

Search & Filter Agents

To help you find agents quickly, use the search bar and filter button at the top.

Example: Let’s say you have 20 agents, but you want to see only the ones who are suspended. Instead of scrolling, just:

1. Click the Filters button.
2. Choose Suspended Agents.
3. The table will now show only suspended agents.

You can also search by name using the search box to quickly find a specific agent like Rahul.

Available Filters

• Active Agent – shows only agents with active accounts.
• Suspended Agent – shows only agents who are suspended.

Actions on Agents

If you’re a Super Admin, you can:

• Suspend an agent – this blocks them from accessing the chat platform.
• Delete an agent – this permanently removes their account.

Only Super Admins can perform these actions.

All other users (like Super Agents) can:

• Only view their own details.
• They cannot suspend or delete any account, not even their own.
• They can set themselves Online/Offline based on their availability.

Add New Agent

To add a new agent:

1. Click the Add Agent button at the top right.
2. This will take you to the Team Management screen inside your account.
3. From there, you can invite new team members and assign roles.

Set Working Hours

You can configure the working hours for any logged-in user by clicking the Set Hours button. This automates when the agent should be Online or Offline, based on the schedule.

What can you set?

• Working Hours: Define when the agent is supposed to be online.
• Break Hours: Set a break time (e.g., lunch), when the agent will automatically go offline.
• Day Off: Choose a day when the agent should not be available at all.

Example: Let’s say your agent is available:

• From 1:00 AM to 5:00 AM
• With a break between 2:00 AM and 3:00 AM

You can set this in the working hours popup.

On Tuesdays, if the agent is off, just switch on the Day Off toggle.

Once set, the system will automatically change the agent’s status to Online or Offline at the right times — no need to remember or do it manually.