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Add Agents and Admins to Live Agent

Once you have set up your Endpoint and Flow for Handover to Live Agent, tested a Conversation, you can then proceed to add new Agents and Admins and assign them to Inboxes in Live Agent.

Create a User

To create a User, follow these steps:

  1. Open the Cognigy.AI interface. If the Agent or Admin you want to add already exists as a User in Cognigy.AI, proceed to Adding Live Agent Roles to Users.
  2. In the upper-right corner, click User Menu > Access Control.
  3. In the upper-left corner of the Users page, click + Create new User.
  4. In the New User window, fill in the following fields:
    • Display Name — enter the name that you want to be displayed for this user. For example, John Doe.
    • Email Address — enter the user's email address. For example, johndoe@example.com.
    • Password — set a password for the user's account. A user can change a password later.
  5. Click Save.

Once a user has been created, you can assign Live Agent roles to this user.

Add Live Agent Roles to Users

Cognigy Live Agent has three different user roles:

  • Administrator
  • Agent
  • Supervisor

For more information, see Live Agent Roles.

To add one of these roles to users, follow these steps:

  1. Open the Cognigy.AI interface.
  2. In the upper-right corner, click User Menu > Access Control.
  3. Select a user you would like to assign roles to.
  4. On the User page, go to the Global Roles section.
  5. Click + and select the needed role.
  6. Assign one of the following roles:
    • liveAgentAdmin — for users intended to have Admin rights in Live Agent.
    • liveAgentAgent — for users intended to have Agent rights in Live Agent.

After assigning the Live Agent Role to the user, you can add them to an Inbox.

Add Agents to an Inbox

To add an Agent to an Inbox, follow these steps:

  1. Open the Live Agent interface.
  2. In the left-side menu, click Settings.
  3. Go to Inboxes, select an Inbox and click the gear icon next to your Inbox.
  4. Open the Collaborators tab.
  5. Go to the Agents section, click the Agent list and select Agents from this list.
  6. Click Update.

When the Agents have been included in the Inbox, you can add another Inbox for your Project.