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.

     
2. Choose Human Agent & Teams

   • Open the Human Agent tab.

3. Click Create Agent

   • Click Create Agent to start adding a new agent.

     
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.

     
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.