# Managing agents and teams

**Agents** are the people who answer conversations. **Teams** group them, such as Sales or Support, so a conversation can go to a whole group. Only administrators can change either, under **Settings**.

## Watch the walkthrough

{% embed url="https://youtu.be/kzFeB20dXRo" %}

## Agents

![Settings → Agents](../../.gitbook/assets/guides/agents-list.jpg)

**Settings → Agents** lists everyone with their role and whether they confirmed their invitation.

### Invite someone

![The Add agent dialog](../../.gitbook/assets/guides/agent-add-dialog.jpg){ width="620" }

1. Click **Add Agent**.
2. Enter the **Agent Name** and **Email Address**.
3. Pick a **Role**: **Agent** (answers conversations in their inboxes) or **Administrator** (also every setting, report and billing page).
4. Click **Add Agent**. They get an email to set a password and join.

An agent only sees inboxes they are a collaborator of: add them under each inbox's **Collaborators** tab; see [Inbox settings, tab by tab](/settings/inbox-settings-tabs). Each person is one seat on your plan; see [Add-ons: extra contacts and agent seats](/settings/add-ons).

### Edit, reset, remove

| Action | What it does |
|---|---|
| **Edit agent** | Change **Agent Name**, **Role** and **Availability** (**Online**, **Busy**, **Offline**) |
| **Reset Password** | Email them a link to choose a new password |
| **Delete** | Remove them after you confirm. Their past replies stay; all their conversations become unassigned |

## Teams

![Creating a team](../../.gitbook/assets/guides/team-create.jpg)

1. Open **Settings → Teams** and click **Create new team**.
2. **Create**: enter the **Team name** and **Team Description**. **Allow auto assign for this team** (on by default) hands team conversations to one of its members automatically. Click **Create team**.
3. **Add Agents**: pick members and click **Add agents**; **select all agents** adds everyone.
4. **Finish**.

The team then appears under **Teams** in the Conversations sidebar and wherever you route a conversation: **Assigned Team** in the details panel, **Assign team** in the right-click menu and bulk bar, automation rules and flow agent handoffs. Members are notified when a conversation is assigned to their team.

**Edit team** changes the details or **Update agents in team**. **Delete** removes a team; its conversations keep their agent and lose only the team.

## Related

* [Assigning conversations to agents and teams](/conversations/assigning-conversations)
* [Automatic conversation assignment](/settings/automatic-conversation-assignment)
* [Add-ons: extra contacts and agent seats](/settings/add-ons)
* [Signing in and creating an account](/getting-started/signing-in-and-creating-an-account)

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Source: https://help.mampuai.com/settings/managing-agents-and-teams