Custom roles let you fine-tune what each agent can do, so larger agent teams can be managed more precisely and work more efficiently.
Open Settings, then Custom Roles, in Workspace. Click Add custom role, fill in the details in the dialog, check the permissions you need under Permissions, and submit.
Note: a new role created this way already includes every permission a regular agent has. If you only need a regular agent, you don’t have to create a new role. After you create one, it will show up in the Role dropdown when you add an agent.
To create an agent: open Settings, then Agents, in Workspace. Click Add agent, enter the details, choose the right role, and click Add. The system will email an invitation to that agent’s inbox. The account isn’t ready yet—they need to open the invite from [email protected] and click Accept invitation. After verification, they’ll be taken to set a new password. Once that’s done, they’ll land in Workspace and the agent account becomes active. The inviter can refresh the page to confirm the account is activated. Then you can assign the new agent in Inboxes, Teams, and other pages.
Note: the first time an agent signs in with email and password, they’ll be asked to set up two-factor authentication. See the new-account registration guide for details on two-factor setup.