How to configure agent profile
Make first steps in your account configuration
As a new agent, setting up your profile is one of the first and most important steps you take. Your agent profile not only represents you on the platform but also helps in managing your interactions and personalizing your experience. This guide will walk you through configuring your profile, ensuring you’re set up for success from day one. Whether you’re responding to customer queries or collaborating with your team, a properly set up profile is key to making your workflow smooth and professional.
Definition
Agent Profile is the place in the application where you can personalize certain parameters of the platform and update your personal details.
To find the Agent profile you need to click on the agent's icon in top right corner of the panel and choose "Agent Settings" option.
Configuration
Once you click the button you get redirected to the Agent's profile, where you can find several sections. Not all of them are obligatory to configure, but it's important to know what they refer to.
Right on this view you can update the avatar. Just click on the default agent icon and upload your picture. It's especially important if you are on the list of agents visible on chat or have any automated chat messages under your name.
General Information
In this the most important section where you can find basic details like first name, last name and email - the ones you were invited to the app with.
Instead of the surname you can always put the name of the company if it suit your team politics. Please, remember that email address cannot be changed.
If you get a new email address you need to invite a new agent and remove the old one.
The rest of details like title and bio will be visible inside the chat widget. It's not obligatory to fill these fields. It depends on your team decision.
Language & Timezone
Adjust the language version of the application to a convenient option suitable for you.
When you work with the application you meet a lot of places where the timestamp can be crucial. For example: setting up and email campaign and scheduling it for a specific moment in the future. Make sure, your timezone settings reflect the timezone you relate to while planning the tasks in the app.
Using the CRM module of the application you also can adjust the default currency used for the pipeline views.
Notification Settings
It's important to set the types of the notifications you want to get from the application. Notifications can be connected with specific sections of the application.
This check a dedicated article that describes all the options in details.
Active Sessions
This part of the profile is for informational purposes only. It's a security control metric that shows you all active sessions for your agent.
You can also delete the unnecessary ones.
Security Settings
Here you can find two important parameters:
Two-Factor authentication
Two-factor authentication (2FA) is a security process in which you provide two distinct forms of identification before gaining access to an account or system. This method enhances security by requiring not only a password and username but also something that only you have, such as a physical token, a mobile phone application that generates a time-limited code, or a fingerprint. By requiring a second form of identification, 2FA significantly reduces the risk of unauthorized access resulting from stolen or guessed passwords, adding an extra layer of protection to ensure that the actual account holder is the one accessing the account.
Password settings
You can change or reset you current password in order to keep the account secured. Please, remember that this option is available only if you log in to the application with the help of the "email address + password" combination. If you use the "Google signup" option, there is no option to change ot reset the password.
Agent Availability
Agent availability settings allow you to set specific days and time period when you want to receive the notifications from the application. No web push or email notifications from chat will bother you outside the chosen hours.
It helps you set the schedule and manage the status of your account automatically.
