# Agents
| Item | Details |
|—|—|
| Who it is for | Administrators |
| Menu location | **Settings → Agents** |
| Plan dependency | Headcount uses `agents` seats. Administrators consume a seat too |
Agents are members who can sign in and handle conversations. Check remaining seats on the billing page before inviting.
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## 1. Inviting members
1. **Settings → Agents → Add**.
2. Enter name and email; choose Administrator or Agent.
3. If custom roles exist, you can also pick one on top of the agent role — see [Custom roles](./15-custom-roles).
4. They accept the invitation email and finish sign-up / join.
5. Add them as collaborators on **each inbox**, or they will not see channel conversations.
6. For shift grouping, also add them to [Teams](./14-teams).
If seats are short, the invite fails, or the new member is **seat-locked**: they can sign in but cannot go online to take chats. Administrators should upgrade, remove unused accounts, or unlock (as the UI allows). The system tries to keep at least one administrator so the workspace is never unmanaged.
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## 2. What you can do on the list
– View role and invite status (accepted or not)
– Switch Administrator / Agent
– Delete or deactivate (they lose this workspace; conversation history stays)
– See whether they are locked
Do not delete the only administrator.
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## 3. Auto-assignment
Auto-assignment usually considers only **Online** agents who belong to that inbox. Busy / Offline agents do not get new tickets. Capacity is covered in [Assignment rules](./22-assignment-rules).
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## 4. Frequently asked questions
**Invitation email missing?** Spam folder, mistyped address, or platform email quota. Ask them to sign in with the same email in case a join entry already exists.
**Colleague is an administrator but cannot open a setting?** Some features need a plan add-on; or the browser still has old permissions — sign in again.
**What happens to conversations after someone is removed?** Conversations remain, unassigned or still showing the old assignee name. Reassign them.
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## Related articles
– [Teams](./14-teams)
– [Custom roles](./15-custom-roles)
– [Billing and usage](./26-billing-and-usage)