Team and roles

Only owners and admins see Setup. Open Setup, then Team. It has four tabs: People, Agents and licences, Queues and Pause and outcome codes.

Do this

Add a person

1. On People, press Add a person.
2. Enter Name and Email.
3. Pick What they can do. You can only pick roles your own role may assign. An admin cannot assign Owner.
4. Leave Temporary password (optional) empty to have one generated. If you type one, use at least 12 characters.
5. Press Add person.
6. A box shows the email and the temporary password. Copy it and press I have copied it. It is shown once and cannot be shown again.

The person signs in with that password and is forced to choose their own before anything else works. Until then their row says “Has not chosen a password yet”.

If the email already has an account, nothing is generated. The person is added to this company and you see “was added to this company”. They keep their own password.

Change a role

Use the role menu on the person’s row. The change applies on their next request, so they do not need to sign in again.

Disable, reset or remove

Open the row’s actions menu.

• Disable sign-in signs them out of this company at once. Enable sign-in lets them back in with their current password.
• Reset password gives you a new temporary password and signs them out everywhere. It is refused for people who work in several companies. They must reset their own.
• Remove from company ends their access. Their past calls and reviews stay in the records.

The rules

• You cannot change, disable, remove or reset yourself. Your own row has no actions menu.
• A company always needs at least one active owner.
• Admins cannot touch owners.
• Roles are Owner, Admin, Supervisor, Agent, Licensed agent, Quality reviewer, Compliance and Client viewer. Roles and permissions lists what each can do.

Seat limit

Your plan sets how many agents you can have. Adding an Agent or Licensed agent over the limit fails with “your plan includes N agent seats and all are in use” (seat_limit_reached). Plans are set by the platform; see plans and limits.

Agents, queues and licences

A person with an agent role takes calls only after they have a profile.

1. Open Agents and licences. Press Set up profile next to the person.
2. Fill in Display name, Languages (codes such as en, es), Skills and Can take calls.
3. Press Save profile. Now Licences by state appears.
4. Under Add a licence choose State, Licence expires on and optionally Licence number, Carriers, AHIP year and AHIP certification expires on. Press Save licence.

A licence without an expiry date does not count. A licensed-agent step also needs a current licence for the person’s state, and Medicare campaigns need a current AHIP certification. When the state is unknown, nobody is matched. Hand-overs only go to people who match.

To put someone in a queue, open Queues, edit the queue and tick them under Members. Only people with a profile appear. Details are in handovers. Agents see their own licences under licences.

Appointments

An appointment is a carrier the agent is allowed to sell for. On screen it is the Carriers field of a licence. A queue can require an appointment, optionally with certain carriers.

Note

The queue screen has no switch for “require an appointment”. The rule exists in the product, but today it can only be set through the API. The screen offers Only people licensed in the caller’s state.

API keys

API keys are not under Team. See API keys and scopes.