#Your Team (Agents)

#What it is

Agents are the people on your team who answer customers when the AI hands a conversation over. You invite and manage them on the Agents page, which Admins find in the navigation.

#The problem it solves

The AI cannot answer everything. Some questions need a person: a complaint, a special request, a refund. Without a team in Threadline, those conversations would sit unanswered, or one person would have to do everything using one shared login.

Agents solve this:

• Each person has their own login, so you can see who answered what.
• Agents see only what they need. They work in the Inbox, Deals, Lead finder, Orders and Knowledge base. They cannot change channels, billing or settings.
• Conversations go to the right person. Threadline can match a question to the agent who is best at that topic.

#How it works

An Admin invites a person by email. That person sets a password and logs in. From then on, they can pick up conversations in the Inbox.

Each agent can have a designation. This is a short description of what they are good at, such as "Billing and refunds" or "Technical support". Threadline's AI reads this when deciding who should get a conversation.

#What an Admin can do and what an Agent can do

Area	Admin	Agent
Inbox: read, reply, take over, close	Yes	Yes
Deals board, Lead finder (not its Google key)	Yes	Yes
Orders and Products pages, Share a product	Yes	Yes
Social posts (not connecting accounts)	Yes	Yes
Knowledge base and Answer review	Yes	Yes
Playground	Yes	Yes
Pipeline settings (Deals)	Yes	No
Channels, Contacts and segments, Broadcast, Templates	Yes	No
Assistants, Media library, Reports	Yes	No
Automations, WhatsApp links, Lead forms, Webhooks	Yes	No
Agents page, Reports, Activity log, Export my data	Yes	No
Workspace settings, Labels, Escalation, Saved replies, API, Support	Yes	No
Plans and Billing	Yes	No

#1. Inviting an agent

1. Go to Agents and click Invite agent.
2. Enter their name and email.
3. Enter a designation (optional but recommended). Write what this person is good at, for example "Orders and delivery".
4. Click Send invite.

They receive an email with a link to set their password. Once they log in, they appear as Active.

If the email already belongs to a Threadline user, they are added to your team without a new account. See Workspaces.

#2. Writing a good designation

The designation is what the AI reads to choose an agent, so be clear and specific.

• Good: "Billing, invoices and refunds"
• Good: "Technical problems with the mobile app"
• Less useful: "Support" (too general to tell agents apart)

If an agent has no designation, the AI treats them as a general agent with no special topic.

#3. How conversations are shared out

By default, a conversation that is handed to a person waits in the Inbox until someone takes it. You can make this automatic.

Turn on Automatically assign agents under Settings → Escalation. Then, each time the AI hands a conversation over and nobody is assigned yet, Threadline does this:

• No active agents. The conversation goes to the Admin with the fewest open conversations.
• Exactly one active agent. It goes to that agent.
• Two or more active agents. The AI reads the customer's question and each agent's designation, and picks the best match. The reason for its choice is shown on the conversation.
• No clear match. The conversation is left unassigned. It appears under Waiting in the Inbox so anyone can pick it up. Threadline does not guess.

You can always change who has a conversation with Assign to… in the Inbox. See Handing Over to a Person for the full hand-over settings.

#4. Editing, deactivating and removing

Open the menu on an agent's row.

• Edit changes their name, email or designation.
• Send Password Reset emails them a link to choose a new password.
• Active / Inactive. An inactive agent cannot log in and is never given new conversations. Use this for someone on leave.
• Delete removes them from your team. Conversations assigned to them become unassigned.

For someone who also works in other workspaces, some of these are not available. See Workspaces.

#5. Roles and channel access

Every team member has a role, which decides what they can open and do.

• Administrator can do everything, including billing and plans.
• Agent works the inbox, the deals board, store orders, social posts, the lead finder and the knowledge base. Nothing changes for existing agents.
• Custom roles are ones you make under Agents → Roles. Give a role a name and tick what it can do: see or reply to conversations, see contacts, send broadcasts, build automations, see reports, manage channels and so on. For example, a "Sales" role can reply and see contacts, with no access to settings. Choosing something that needs another choice picks that too (managing contacts needs seeing them).

Billing, plans and deleting the workspace can never be given to a custom role. A person with a custom role counts as an agent on your plan.

Channels. When you invite or edit someone, tick the channels they may see. Ticking none means every channel. A person limited to WhatsApp sees only WhatsApp conversations everywhere: the list, counts, search, notifications and automatic assignment. Conversations cannot be assigned to someone who cannot see their channel.

Own and unassigned only. Give a role "See only their own and unassigned conversations" instead of "See every conversation" to keep other people's conversations out of their inbox.

A role cannot be deleted while people hold it; move them to another role first.

#Good to know

• Your plan sets how many agents you can have (Agents in the plan's limits). At the limit, you cannot invite more until you upgrade or remove someone.
• Agents get an email when a conversation is handed to a person, if Email active users is on under Settings → Escalation.
• Every person can change their own name, email and password under Settings → Profile and Settings → Security.

#Common questions

The agent did not get the invite email. Ask them to check their spam folder. If nothing arrived, the platform's email may not be set up. Tell the Owner.

Can an agent see conversations assigned to someone else? Yes. Every agent sees all conversations in the workspace, so a teammate can help if needed. The Mine filter shows only their own.

Can I make an agent an Admin? Not from the Agents page. People you invite here join as Agents.