The Agents tab lists the people who handle conversations in your workspace. The main thing to set here is each person's capacity, the number of active tickets they can hold at once. Routing uses it to decide who can be offered the next ticket.
What the list shows
Open Inbox, then Settings, then Agents. Each row shows:
- Name and email.
- Roles, or No role. Roles decide what the person can do. See Roles and permissions.
- Status: Active or Inactive.
- Teams they belong to.
- Max active, their capacity.
You see the tab with permission to view teams, and change rows with permission to manage them.
Set an agent's capacity
On the Agents tab, select the edit button on the person's row.
Enter Max active tickets. Leave it blank to default to 5.
Optionally change their Name.
Save.
Active tickets are the ones the person currently holds. Someone at their maximum isn't offered new conversations, and a transfer to them may be refused with an At capacity warning. They see their own load as Your load, for example 4/5, under their list on the Mine tab.
Capacity is only one of the things routing checks. An agent must also be online, and must work the queue. See Queues and routing and Your status and notifications.
Add or remove a team
The Teams column shows chips for each team. Select Add to team to pick from the teams they're not in, or the × on a chip to remove them. A note under the row confirms "Added to Support." or "Removed from Support." If the person is already in every team the list says so, and if no team exists yet the picker just says "No teams yet". See Teams.
Delete an agent
Select the delete button on a row and confirm "Delete {name}?". Use this to remove someone from the Inbox.
Adding new agents
An agent needs a user account and an agent profile. Someone who signs in without a profile sees "No agent profile yet" and is asked to have an admin provision them. Invite people and give them roles from Settings on the main rail. See Roles and permissions.
Who sees what
Agents who don't hold admin permissions see a few read-only tabs in Inbox settings, plus their own Personal tab. That's where they set a reply signature; see Set your reply signature.