> For the complete documentation index, see [llms.txt](https://docs.cekat.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.cekat.ai/en/ai-and-platform/human-agents-and-teams/human-agent.md).

# Human Agent

Use the **Human Agent & Teams** page to add new human agents and manage your team structure. Human agents can have one of three roles: **Super Agent**, **Supervisor** or **Agent**.

### 1. Human agent roles

* **Super Agent**
  * Can see every chat and every ticket, and can change any setting in Cekat.
* **Supervisor**
  * Can see the chats and tickets that belong to their team.
  * Can open the Human Agent tab and switch team members between online and offline.
* **Agent**
  * Can only see chats in the inboxes they're assigned to.
  * Can see chats they're handling, or where they've been added as a collaborator.

### 2. Adding a human agent

1. Go to Settings
   * Open the **Setting** menu from the main dashboard.

     <figure><img src="https://3693109682-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FZNZlvyOVkZXyd3pz2Cql%2Fuploads%2F0eq7TdOI3JuzAwoAxkyd%2FScreenshot%202025-04-29%20at%203.11.26%E2%80%AFPM.png?alt=media&#x26;token=0e59af97-e413-49cb-809c-3f269aeadda2" alt=""><figcaption></figcaption></figure>
2. Choose Human Agent & Teams
   * Open the **Human Agent** tab.
3. Click Create Agent
   * Click **Create Agent** to start adding a new agent.

     <figure><img src="https://3693109682-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FZNZlvyOVkZXyd3pz2Cql%2Fuploads%2FSBLMN8wp5zBITsYG1bNx%2FScreenshot%202025-04-29%20at%203.11.40%E2%80%AFPM.png?alt=media&#x26;token=c08c00f5-f908-40b0-b5e1-4ca986be8505" alt=""><figcaption></figcaption></figure>
4. Fill in the agent's details
   * Complete the form with:
     * **Name**
     * **Email**
     * **Password**
     * **Role** (Super Agent, Supervisor or Agent)
5. The agent is added
   * Once the details are saved, the agent can log in to Cekat with the email and password you set.

### 3. Switching a human agent between online and offline

1. Go to Settings
   * Open the **Setting** menu, then choose the **Human Agent** tab.
2. Change the status in the agent list
   * On the Human Agent page, click the **Status** column for an agent to switch them **Online** or **Offline**.
3. Who can change the status
   * A **Super Agent** can change the status of any agent.
   * A **Supervisor** can only switch members of their own team online or offline.

### 4. Removing a human agent

1. Go to Settings
   * Open the **Setting** menu, then choose the **Human Agent** tab.
2. Click the trash icon
   * In the agent list, click the **trash** icon in the action column for the agent you want to remove.
3. The Delete Human Agent pop-up
   * A **Delete Human Agent** pop-up will appear, asking where their chats should go.

     <figure><img src="https://3693109682-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FZNZlvyOVkZXyd3pz2Cql%2Fuploads%2FYmmQuEWbJWLO9qCxCZ6D%2FScreenshot%202025-04-29%20at%203.11.54%E2%80%AFPM.png?alt=media&#x26;token=2175d55a-5ac2-4a33-90c1-f9ce15e69978" alt=""><figcaption></figcaption></figure>
4. Choose what happens to their chats
   * Pick one of these options:
     * **Open**: the conversations stay open and aren't assigned to anyone.
     * **Auto Distribute**: the conversations are shared out automatically to other available agents.
     * **Assign to Specific Agent**: the conversations move to an agent you choose.
5. Choose a specific agent
   * If you pick **Assign to Specific Agent**, a dropdown appears so you can choose who takes over.
6. Confirm
   * Once you've chosen an option, click **OK** to remove the agent and move their chats.

#### Still not sure about something? Watch the video tutorial below to see each step in action.

{% embed url="<https://www.youtube.com/watch?v=-74v4z8bN7s>" %}