Agents, team and routing
Open Agents & Team to manage the people who reply to customers.
#Add a team member
- Click Add members.
- Enter their name, email and phone, and choose a Role and Department.
- Nexora creates a temporary password for them to sign in. They change it the first time they log in.
The number of team members depends on your plan: Basic 1, Starter 3, Flex 10, Empire unlimited.
#Roles and permissions
| Role | Typically can |
|---|---|
| Admin | Everything, including billing, settings and team |
| Manager | Manage agents, campaigns, flows and reports |
| Agent (Sales or Support) | Reply to the chats assigned to them, and use contacts and templates |
Use Manage Roles to create your own roles and choose exactly which Permissions each one has.
#Shifts and status
Set each agent's Shift Hours and Timezone under Shift & Schedule. Agents can be Active, Inactive or Suspended. Only agents who are active and in their shift receive automatically routed chats.
#Routing
Under Settings → Agent Routing, create a New Routing Pool: a group of agents who share incoming chats, for example by department. New chats are given to available agents in the pool automatically.
#Performance
Each agent's profile shows Assigned Chats, chats Resolved, workload and customer rating.
#Removing someone
When you delete an agent, choose who gets their chats, or Do not transfer. Their past messages stay in the conversation history.