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Agents are the people on your team who handle live chat conversations from the KonnectBot web workspace at chat.konnectbot.com or the mobile app. Each workspace has a cap on the number of agents based on your plan, so understanding roles and departments helps you make the most of every seat.

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Agent roles

KonnectBot supports two roles:
  • Agent — handles conversations, manages their own availability, and works within assigned departments.
  • Admin — has full access to workspace settings, can invite and remove agents, configure departments, manage billing, and view all analytics.
When you invite someone, they join as an Agent by default. You can promote them to Admin in Settings > Agents after they accept their invite.

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Agent seats by plan

The number of agents you can add depends on your plan.
Each plan includes a fixed number of agent seats. If you need more agents than your current plan allows, upgrade your plan or contact KonnectBot sales for a Custom arrangement.

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Invite an agent

1

Open Settings in your dashboard

Log in to chat.konnectbot.com and click Settings in the left sidebar.
2

Go to Agents

Select Agents from the Settings menu to see your current team and available seats.
3

Click Invite Agent

Click the Invite Agent button in the top-right corner of the Agents page.
4

Enter the agent's email address

Type the email address of the person you want to invite and confirm the role (Agent or Admin).
5

Assign to a department

Select one or more departments to route conversations to this agent. You can change department assignments later.
6

Agent receives an invite email and sets up their account

KonnectBot sends an invitation email. The agent clicks the link, sets a password, and gets access to the workspace.

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Departments

Departments let you group agents by function — for example, Sales, Support, and Billing — and route incoming conversations to the right team automatically. Each plan includes a set number of departments (1 on Free and Starter, 5 on Pro, 20 on Enterprise, unlimited on Custom).
Assign agents to departments before going live. Routing relies on department membership, so an agent who is not assigned to any department will not receive routed conversations.
To manage departments, go to Settings > Departments. You can create a department, give it a name, and add any agents already in your workspace.

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Agent availability

Agents can set their status to Online or Away from within the workspace or the mobile app. When an agent is set to Away, new conversations are not automatically routed to them. Admins can see the current availability of all agents on the live dashboard. Encourage agents to update their status at the start and end of each shift so your routing rules stay accurate and customers are not kept waiting.

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Activate or deactivate an agent

On Company → Agents, the Status column includes a toggle:
  • Active — the agent can sign in and handle chats
  • Inactive — the agent account is disabled for chat work
Suspended agents cannot be toggled until their status is changed in edit settings. Deactivating an agent does not delete their history — you can reactivate them later from the same toggle.

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Agent performance reports

Company admins can open a detailed performance report for any agent from the Actions column on the Agents page (chart icon). The report includes chats handled, reply time, CSAT, tickets, activity charts, recent visitors, and customer feedback. See Agent performance for the full walkthrough.