Adding Support Staff/Agents

Fluent Support allows you to add Agents/Staff to manage your tickets, as well as define specific Permissions and Settings for them. This article will guide you through the steps of adding new Support Staff/Agents and configuring their access levels.

Add Support Staff/Agents

Go to Settings from your Fluent Support Dashboard and click on Support Staff from the left sidebar.

Click the Add New button to add a Support Agent/Staff. A pop-up window will appear for adding information about the Agent.

Configuring Agent Information

In the pop-up window, you will need to fill in the following details:

• Basic Information: Enter the First Name, Last Name, Email, and Title (Job Title, e.g., Support Staff, Developer).
• Slack Integration: If you use Slack notifications, enter the Slack User ID here.
• Twilio Integration: Enter a WhatsApp Phone Number if you are using Twilio integration.
• Permissions: Check the boxes to grant specific permissions. These are categorized into:
  • Tickets Permissions: (e.g., View Dashboard, Manage Own Tickets, Delete Tickets).
  • Workflow Permissions: (e.g., Manage Workflows).
  • Settings: (e.g., Manage Overall Settings).
  • Reporting: (e.g., View All Reports).
• Restrictions: You can check Business Inbox Access Restriction if you want to limit this agent to specific business inboxes.

Agent Signature

You can give each agent a custom sign-off, such as their name, role, and company logo, for the emails your customers get when that agent replies. Scroll to the Agent Signature section at the bottom of the agent configuration window and check the box labeled Enable signature for this agent.

1. When checked, a rich text editor will open.
2. Use the standard formatting tools (bold, italic, lists, links) to design the signature text.
3. Switch between Visual and Code views as needed. Use Add media to insert images, such as a company logo or a headshot, directly into the signature.

Where the signature appears

The signature is not added to replies automatically. It is added to emails through the {{agent.signature}} smartcode in your inbox email templates. You will find it as Agent Signature in the smartcode list when you edit a template under Business Inboxes > Email Settings.

• The reply is saved and shown in the ticket exactly as the agent wrote it. The signature only goes into the email.
• The default templates for Replied by Agent (To Customer) in email-based inboxes and Agent Outreach Ticket (To Customer) use {{response.full_content}}{{agent.signature}}, so the signature follows the reply.
• If an agent has no signature, or it is turned off, the smartcode prints nothing.
• You can use smartcodes inside a signature too, for example {{agent.full_name}}. They are filled in when the email is sent.

WARNING

Email templates you saved before this update are kept exactly as you wrote them. If you want signatures in those emails, open the template and add {{agent.signature}} where the signature should go, usually right after {{response.full_content}}. See Web-Based Settings in Business Inbox.

When you have finished filling in the information, personalizing the signature, and selecting permissions, click Update or Create at the bottom right to save.

This is how you can add as many new staff/agents as you need!