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The mSg24x7 App has two types of agents:

  1. Live Chat Agent – Live Chat Agents have the authorization to intervene and respond to chats within the mSg24x7 App. Additionally, they can access user profiles on the Live Chat and History Page for modification purposes.
  2. Managers – On the other hand, Managers have the ability to oversee everything and send WhatsApp Broadcasts and API campaigns.

As the owner, you can easily add multiple agents and assign roles to them in the mSg24x7 App.

This tutorial will guide you through the process of assigning roles to managers and agents in the mSg24x7 App.

Creating agents and managers in the mSg24x7 App involves a few simple steps:

  1. Go to the Agents Page in the Manage Section.

Only the owner has the authority to add managers and agents to the mSg24x7 App. Once you have owner access, proceed to the Agents Page in the Manage Section.

  1. Click on ‘Add Agents.’

Next, click on ‘Add Agents’ as depicted in the image on the right 👉

  1. Fill Agent Details.

Clicking on ‘Add Agents’ will open a pop-up box where you will enter your agents’ details, which include:

  • User Name – This will serve as your agent’s login name for the mSg24x7 App, such as Shivam411.
  • Display Name – The Display Name is the name that will appear in the mSg24x7 App.
  • Password – Add a secure password for your agent to access the mSg24x7 App.

After entering the details, click on ‘Create’.

  1. Assign Roles.

The final step is to assign roles and responsibilities to the agents. You can either assign the role of ‘Agents’ or ‘Managers’ in the mSg24x7 App.

Click on the dropdown button, as shown in the image on the right, and assign the roles accordingly.

FAQ’s

Q: How can I change the Agent Login Password?

A: To change the User Password, go to your profile and click on ‘Edit’. Change the password and re-enter the latest password to confirm the change.

Q: How many agent dashboards can I use in the mSg24x7 Platform?

A: You can have unlimited agents answering customer queries 24×7 with the mSg24x7 platform. You can create up to 5 free agents in the Free Trial and unlimited agents with all paid plans.

Q: Can the Agent make changes to the User Profile on the History Page?

A: Yes, the Agents can make changes in the User Profile by adding or removing Tags. However, only intervention cannot be done.

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