How to Add a New Agent / User?
1. Navigate to Settings >ย Agentsย and click onย + Add New Agentย at the top corner of the screen.
a. Once the new agent is in the system, these settings can be changed.
b. Unless otherwise specified, the email address is the Username for logins.
c. The Password can be chosen by the onboarding adminย and givenย to the new agent for the initial login or toggle the password auto-generator to send to the new agent an initial password.
New Agent Email Confirmation
The agent will receive an email from your company (if not set up, it will be sent from the Default sender) welcoming the new agent to the company.
The new agent needs to click theย Confirm your account button, which will redirect the new agent to the CommBox account login page.
Once the agent has been verified, edit the profile of the new agent, appoint them to teams, make them choose a new password, etc.
Number of Agent Licenses
Note:ย Prior to adding new agents, verify that you have available licenses in your contract by navigating toย Settings >ย Account. To add additional licenses, please contact your customer success manager.
What Is a Team?
Teams are groups of users that a customer can create in their “organization”. Users in a team can filter different system areas and view only information defined for specific teams.
Within each team, you can define specific permissions and profiles that suit its unique tasks.
Creating New Teams
At the CommBox platform, navigate toย Settings >ย Teamsย to define the organizational teamโs structure, settings, and uniformed assets. Any changes in the settings at this level will affect all the agents and teams in the organization.
- At the CommBox platform, navigate toย Settings >ย Teams, and click theย + Add New Teamย button at the top of the tree diagram.
- At the new team dialog box, enter the following information:
a) A unique name for the team.
b) Set the hierarchy position by selecting theย Parent Teamย under which this new team will function.
c) Add members to the team by clicking on theย Assignmentย circle, selecting agents, and clickingย Save.
d) Upload an image for the team (optional)
e) Clickย Save.
Editing or Deleting Teams
- At the CommBox platform, navigate toย Settingsย >ย Teamsย and select the desired team from the tree diagram at the left pane.
- Click the 3-dots drop-down menu at the top right corner, followed byย Editย orย Delete.
- When editing, you can change the Teamโs name, shift the position of the teamโs hierarchy, add or remove agents, and upload a new image for the team.
- To remove a team member, hover over the agentโs initials and click the small red X that appears in the corner.
- To add members to the team, click on theย Assignmentย circle and select the agents for the team.
- Clickย Save.
Note:a) When changing the teamโs hierarchical position, โchildโ teams will move along with their โparentโ team.
b) Access to inbox filters, tags, and Knowledge-based items is dependent on the teamโs position in the organizational structure. When moving a team to a different branch, access to assets from the original branch may no longer appear.
c) When deleting a team, all its child teams will move one level up in their hierarchy.
Copying Capabilities from a Source Team
You can choose the parent team whose assets you want to inherit for your team. The “Add” button next to Conversation filter, Tags, and Knowledge base will copy the assets from the chosen parent team and paste them into your team:
