Agents

Understanding Quickwork Chat. Quickwork provides a no-code, API-based SaaS platform with pre-integrated apps for automation of business workflows and messaging.

An agent is a person to whom you assign the customer engagement tasks. It could be an employee of your organization; could be a member of your customer support team, a dedicated engineer of your technical department, or an HR executive of your talent team to whom you want to give an authority to communicate with users/visitors via Quickwork Chat.

Being an administrator, Quickwork Chat allows you to assign one or more conversations to one or more users. Let us first understand a complete set of agent manipulation steps i.e. create, update, and delete, so that you have monitored conversations flowing through your account.

Add an agent

To create a new agent, log in to your Quickwork Chat account and click on the Settings tab located on the left-hand side toolbar. Then select the Agent Settings option. This will open the Agent Settings window displaying a list of agents in your account:

Figure 1: The Agent List tab

If you are yet to add an agent, only the name of the administrator is observed in the Agent List window. To add an agent, click the Add New Agent tab. You'll get a form-type window in which you need to fill in the details of the agent you want to add, i.e. Agent Name, Agent Type, and Email ID:

Figure 2: Adding a new agent

After filling in the details, click the Add Agent button.

Administrators cannot be added as an agent. Agents of an existing Quickwork Chat account cannot be added as an agent to another Quickwork Chat account.

The agent whose email ID you've specified will receive an invitation email to confirm the Quickwork Chat account. Also, in the Agent List window, you can see the details of the newly added agent. However, its status is in the Pending state. Once the agent confirms its authentication by clicking on the link received via email, the status gets changed to Verified:

Figure 3: Agent added successfully

When an agent clicks on the confirmation link sent via email, he will be redirected to a new window to set a new password. Once the password is set successfully, the agent will be redirected to his respective Quickwork Chat account. It is considered as the agent's account.

Editing an agent

Click the Edit icon associated with the agent name. This will allow you to edit the name of the agent, its role type, and ask the agent to reset the password of his account. However, the email ID cannot be manipulated:

Figure 4: Edit an agent

Once done, click the Save Changes button to confirm.

Deleting an agent

Click the Delete icon beside the agent name. This will pop-up the delete window:

Figure 5: Deleting an agent

Clicking the Delete button will remove the agent from the account permanently.