Inviting agents to your team

Invite an agent

1. Go to Settings > Agents.
2. Click Add agent.
3. Enter the person's Name and Email.
4. Pick the Role: Agent or Administrator. If your workspace has custom roles, you can also pick one under Custom Role (optional) for an agent.
5. Click Invite agent.

The person now shows under Pending invitations with the days until the link expires. They get an email with a link. A new user sets a password there. Someone who already belongs to another Deskwoot workspace confirms with their current password and leaves that workspace when they accept. Once they accept, they appear in the list of agents.

You cannot invite your own address, an address that is already a member of this workspace, or an address that already has a pending invitation.

Pending invitations

• Resend sends the email again with a new link, valid for another 7 days.
• Revoke cancels the invitation. The link stops working, and the seat is free again.
• An invitation that is not accepted within 7 days expires. Send a new one if the person still needs access.

Agent seats

The Agent seats box at the top of Settings > Agents shows how many seats are used. Active members and pending invitations both count. When every seat is taken, the page shows All agent seats are in use and the Add agent button turns into Add agent seat:

• During the trial you have 5 seats, yours included, so you can invite up to 4 people. When all of them are taken, choose a plan with the seats you need. After the trial, the seats of your plan apply. An invitation sent during the trial can still be accepted later, as long as your plan has a free seat for it.
• On the Hacker plan, the 1 included seat is yours. To invite someone, upgrade to Startup, Business or Enterprise and choose how many seats you need.
• On a paid plan, Add agent seat opens your subscription, where you raise the number of seats.

Plans are billed per agent each month, see Settings > Billing.

Roles

• Administrator: sees every conversation and can change every setting, including agents, inboxes and billing.
• Agent: answers conversations, manages contacts and canned responses, and cannot change the other workspace settings. An agent sees their own conversations, the ones nobody has taken yet and the ones they are mentioned in or that were transferred to them.

On the Enterprise plan you can build custom roles with your own set of permissions, see Custom roles and permissions. To change an agent's custom role, pick it in the Role column.

Only the account owner, marked Owner, can turn an agent into an administrator or an administrator back into an agent, with Make admin and Make agent. Nobody can change the owner's role. In the iPhone and Android app the owner can do the same under More > Team by tapping a person (Business plan and higher).

Which inboxes an agent works in

Inviting someone does not pick inboxes for them. To decide who gets an inbox's new conversations, go to Settings > Inboxes, click Configure next to the inbox and add the agent under Agents in this inbox on the Collaborators tab. Round robin then shares that inbox's conversations among the people listed. While nobody is listed, every agent takes part. The list does not hide the inbox from anyone. See Auto assignment and round robin.

In the Capacity column of Settings > Agents you can also give each agent two personal limits, one for Live chat and one for Email, which cap how many open and pending conversations they hold at once.

Remove an agent

Click Remove in the agent's row and confirm. They lose access to the workspace right away, also in the iPhone and Android app. All conversations assigned to them become unassigned and wait in Unassigned, and they are taken out of their teams. Their past replies and notes stay in the conversations.

Any administrator can remove agents. Only the owner can remove another administrator, and the owner cannot be removed at all. Removing someone is only possible in the web dashboard.

When your subscription has fewer seats than members

There is no button to suspend an agent. Deskwoot suspends agents on its own when your subscription ends up with fewer seats than members, for example after you lower the number of seats or a trial ends:

• Administrators are never suspended. Agents keep their seat in the order they joined, so the most recent ones are suspended first.
• Suspended agents show under Suspended Agents and cannot work in the workspace until a seat is free again.
• Their open and pending conversations go to the account owner. Their snoozed and resolved conversations stay as they are, and when such a customer writes again, the conversation goes to a teammate who is online.
• Click Add more seats to bring them back. As soon as the subscription has enough seats, they are active again.

Frequently asked questions

How many agents can I invite?

As many as you have seats. During the 7 day trial you have 5 seats, yours included. After it, the Hacker plan has 1 seat, and on Startup, Business and Enterprise you choose the number of seats and pay for each agent every month. A pending invitation holds a seat until it is accepted, revoked or expired.

The invitation email did not arrive. What now?

Ask the person to check their spam folder and make sure the address is spelled right. Then click Resend under Pending invitations. If the address was wrong, click Revoke and invite the right one.

How long is an invitation valid?

7 days. After that the link no longer works. Resend sends a new link that is valid for another 7 days.

Can an agent invite other agents?

No. Only administrators can invite, remove agents and change their limits.

Can I invite agents from the iPhone and Android app?

No. The app shows your team under More > Team on the Business plan and higher, but inviting, removing and assigning inboxes happen in the web dashboard.

How do I take access away from someone for a while?

There is no suspend button. Remove the agent and invite them again later. Their past replies stay in the conversations.

What happens to the conversations of an agent I remove?

They become unassigned and wait in Unassigned, where your team can take them. In a live chat, the customer's next message runs auto assignment again, see Auto assignment and round robin.

Does adding an agent to an inbox limit what they see?

No. Agents in this inbox decides who round robin hands that inbox's conversations to. What an agent sees depends on their role.