Add an Agent to your account

Add an Agent to your account

This is where you add all users: agents, supervisors, and administrators. For each user you add, you will set their name, email and give them ability to chat. Agents operate in the Bold360 Agent Workspace that you can access at agent.bold360.com.

Note: This article is part of a Quick Start Guide to help you implement your Bold360 environment from scratch.

To see the below steps in action, view our tutorial:

  1. In the Web Admin Center, go to Organization > Agents.
  2. On the Agent Management tab, click Create New.

  3. Fill in the most important agent details:
    Tip: Hold your mouse over the info buttons for details about the fields.
    Option Description
    Email address The agent's email address, which is used for the following:
    • Sign in to Bold360
    • Reset a forgotten password
    • Receive transcripts and other messages from Bold360
    Email addresses must be unique in Bold360.
    Agent name The agent's proper name. Customers do not see this name.
    Chat name The agent's name as seen by customers. Typically, the agent's first name.
    User name This name appears in reports. Customers do not see this name.
    Agent availability for chats and emails Ensure Chats is selected.
    Permission group Either Administrator or Operator depending on the user?s role. As you become more comfortable with your deployment, you may want to customize these existing permission groups or add new permission groups. See Set agent permissions: Create or edit a permission group.
    Note: You will always want to have at least one user designated as Administrator in order to have full access to Bold360 Admin Center.

  4. Go to the Images and Greetings tab. Under Initial Greeting for Chat > Default, select welcome.

  5. Save your changes.