Agencies
Overview
An Agency is a logical grouping of agents within a tenant. Each agency has its own members, admins, agents, and conversation flow configuration.
Viewing Agencies
Go to Agencies in the sidebar to see a list of all agencies in the tenant. Use the search bar to filter by name.
Creating an Agency
- Click Add Agency.
- Enter a name for the agency.
- Save. The new agency appears in the list.
Agency Settings
Open an agency to access its settings sections:
| Section | Description |
|---|---|
| Info | Edit the agency name and general details. |
| Agents | View, create, and configure agents within the agency. |
| Members | Manage members assigned to the agency. |
| Admins | Manage agency-level admins. |
| Conversation Flow | Define the visual flow that determines how conversations are routed between agents. |
| Settings | Agency-level configuration options. |
Conversation Flow
The Conversation Flow editor (powered by a drag-and-drop canvas) lets you define how incoming conversations are routed. You can arrange agents in a flow and specify transition logic between them.
Members and Admins
- Members can participate in agency conversations.
- Admins have elevated permissions to manage the agency configuration.
Invite users by entering their email. They will receive an invitation to join the agency.
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