Adding Agents to MessageHub

MessageHub’s agent management feature allows you to build and organize your customer support team efficiently. By adding agents to MessageHub, you can distribute workload, improve response times, and provide better customer service. This article explains how to add new agents to your MessageHub account and manage their roles effectively.

Requirements

• An active ClickFunnels account

• The MessageHub App.

Understanding Agents and Roles

Agents are your customer support team members who interact with users through MessageHub. They can view and respond to customer messages. While ClickFunnels offers various roles for team members, these are the key roles relevant for agents:

• Agent: Can access inboxes, respond to messages, assign conversations, and mark them as resolved.

• Administrator: Has all agent privileges plus access to account settings, team management, and reports.

• Custom Roles: Allow account owners or administrators to define specific access and permissions for agents. Custom roles can be created and tailored to meet the requirements of your organization.

When adding new team members as agents, consider their responsibilities to assign the appropriate role.

Adding New Agents

1. Navigate to Settings ⚙ > Chat Agents in your MessageHub dashboard.

2. Click the Add Agent button in the top-right corner of the page.

3. In the pop-up form, fill in the following details:
   a. Enter the Agent Name.
   b. Select the Role (Agent, Administrator, or a Custom Role).
   c. Enter the Email Address of the new agent.

4. Click Add Agent to finalize the process.

   NOTE

   The invited agent will receive an email with a confirmation link to activate their account. Once activated, they can access MessageHub and start responding to messages.

Creating and Managing Custom Roles

Custom roles in MessageHub allow you to define specific permissions for your agents, ensuring that their access aligns with your organization's needs. You can create, edit, or delete roles and assign them to agents based on their responsibilities.

To Create a Custom Role

1. In MessageHub, navigate to Settings ⚙ > Custom Roles.

2. Click the Add Custom Role button in the top-right corner.

3. Fill out the following details in the pop-up:
   

   • Name: Enter a name for the role.

   • Description: Provide a brief description of the role’s purpose.

   • Permissions: Select the permissions you want to assign to this role (e.g., manage conversations, reports, or knowledge base).

4. Click Submit to save the role.

Assigning Agents to Conversations

Assigned agents can then view and respond to their assigned conversations, to assign an agent to a conversation:

1. Open the desired conversation from your Conversations list.

2. Look for the Conversation Actions section on the right side of the screen.

3. Expand the Assigned Agent dropdown menu and choose an agent.
   

4. The conversation will be immediately assigned to the selected agent.

Managing Team Members

To update membership settings:

1. Navigate to Settings ⚙ > Chat Agents in your MessageHub dashboard.

2. Locate the agent whose details you want to update.

3. Click the Edit (pencil) icon next to their name.

4. In the pop-up window, you can:

   • Update their Name, Role, or Availability status.

   • Use the Reset Password option if needed.

5. Click Edit Agent to save the changes.

To remove a team member:

1. Locate the agent you wish to remove from the Chat Agents page.

2. Click the Delete (X) icon next to their name.

3. In the confirmation dialog, click Yes, Delete [Agent’s Name] to proceed.