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Inviting your Team

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Once you’re done configuring your phone numbers, it’s time for you to invite your team and start collaborating with more agents. Agents are the team members who will be handling calls.

Note: In case you are using Talkdesk for Salesforce please make sure to always add new users who will be using Salesforce directly in Salesforce and not in Talkdesk to avoid Callbar errors. Adding new users in Salesforce will automatically add the user to your Talkdesk account; however, the opposite is not true.

Adding Agents

To start adding new agents to your Talkdesk team:

  • Log in as an administrator.
  • Click the Admin [1] section.
  • Select the Agents [2] tab.
  • Click the Add New Agent button [3] (or click the Add Call Center Agents link if you are on the getting started screen and accessing Talkdesk for the first time).

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Fill out the form:

  • Fill out the mandatory fields (marked with *): Name [4] and Email [5].
  • New team members need to be assigned to Ring Groups [6]; the agents ring group is already added by default. Ring groups can be skills, departments, languages, etc. It is through ring groups that Talkdesk routes different types of calls to agents with the proper skills to handle them. To learn more, read the article Setting up Teams: Ring Groups.
  • Configure any additional setting as you see fit, for example:
    • The “Internal Extension” that you want to assign to this agent [7].
    • The “External Phone Number” is a number to which calls can be forwarded if you want your agents to answer calls on external phones [8].
    • The “Widget Mode” [9] toggle can be used later on to force logged in agents to change to this mode so that they can handle calls in Callbar.
    • Depending on the Role [10] you give your agent, permissions to access certain functionalities may be limited. Learn more about permissions and roles.

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  • Set the “After Call Work Settings”: activate or deactivate “After Call Work” [11], select the desired. “After Call Work Timeout” [12] and define whether the “Call Disposition Dialog” should appear after inbound calls only, outbound calls only, or both [13].

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Once you press Save, your new agent will receive an invitation email. Once the invitation is confirmed, the agent is ready to start using Talkdesk.

If for some reason, the agent did not receive the invitation email, you can resend it by clicking the Resend Invitation link [17] under the email field:

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