> ## Documentation Index
> Fetch the complete documentation index at: https://docs.aifocus.dev/llms.txt
> Use this file to discover all available pages before exploring further.

# Agent Management

> Add, manage and organize your support team

# 👥 Agent Management

Add team members, define permissions and manage access.

***

## 📋 What are Agents?

**Agents** are your team members who serve customers in Chatwoot.

**Each agent can:**

* ✅ Receive and respond to conversations
* ✅ Manage contacts
* ✅ Access reports
* ✅ Create automations (if has permission)
* ✅ Configure system (if admin)

***

## 🆕 Add New Agent

### Step by Step

1. **"Settings"** → **"Agents"**
2. Click **"Add Agent"**
3. Fill in:
   * **Name**: Full name
   * **Email**: Work email
   * **Role**: Choose access level
4. **Send Invite**

Agent receives email with link to:

* Create password
* Activate account
* First login

***

## 🎭 Roles and Permissions

### 1. Administrator

**Can do everything:**

* ✅ Manage agents
* ✅ Configure inboxes
* ✅ Create automations
* ✅ See all reports
* ✅ Change general settings
* ✅ Manage billing

**Use for:** Owners, Managers

***

### 2. Agent

**Focus on support:**

* ✅ Respond to assigned conversations
* ✅ View contacts
* ✅ See own report
* ❌ Cannot add other agents
* ❌ Cannot change settings

**Use for:** Support staff, Operators

***

### 3. Supervisor (Custom Role)

**Manages team:**

* ✅ Everything Agent can
* ✅ See everyone's reports
* ✅ Manage teams
* ❌ Doesn't change general settings

**Use for:** Coordinators, Team Leads

***

## 👤 Agent Profile

Each agent has profile with:

**Information:**

* 📸 Photo
* 📧 Email
* 📱 Phone
* 🏢 Job title
* 🌐 Preferred language

**Availability:**

* 🟢 Online
* 🟡 Away
* 🔴 Busy
* ⚫ Offline

**Custom status:**

```
🍕 "At lunch - back 1pm"
📞 "In meeting until 3pm"
🏖️ "Vacation until Jan 20"
```

***

## 📊 Metrics by Agent

See individual performance:

```
👤 Maria Silva

📊 Last 30 days:
├─ Conversations handled: 245
├─ Resolution rate: 92%
├─ Avg response time: 1min 45s
├─ CSAT: 94% 😊
└─ Messages sent: 1,823

🏆 Top 3 in CSAT this month!
```

***

## 💡 Best Practices

### Onboarding

✅ **Training**: Before giving access\
✅ **Documentation**: Share internal guides\
✅ **Shadowing**: New agent observes veteran\
✅ **Mentorship**: Veteran accompanies first days

### Permissions

✅ **Least privilege**: Give only necessary access\
✅ **Review regularly**: Remove unused access\
✅ **Limited admin**: Few admins is safer

### Motivation

✅ **Recognize top performers**: Publicly\
✅ **Clear goals**: Everyone knows what to achieve\
✅ **Regular feedback**: Weekly or biweekly\
✅ **Gamification**: Rankings, badges

***

## 🚀 Next Steps

<CardGroup cols={2}>
  <Card title="Teams" icon="people-group" href="/en/user-guide/teams">
    Organize agents in teams
  </Card>

  <Card title="Agent Assignment" icon="user-plus" href="/en/user-guide/agent-assignment">
    Configure automatic distribution
  </Card>
</CardGroup>