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.
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.
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.
| Plan | Agent seats |
|---|
| Free | 1 |
| Starter | 3 |
| Pro | 5 |
| Enterprise | 20 |
| Custom | Unlimited |
Invite an agent
Open Settings in your dashboard
Go to Agents
Select Agents from the Settings menu to see your current team and available seats.
Click Invite Agent
Click the Invite Agent button in the top-right corner of the Agents page.
Enter the agent's email address
Type the email address of the person you want to invite and confirm the role (Agent or Admin).
Assign to a department
Select one or more departments to route conversations to this agent. You can change department assignments later.
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.
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.
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. 
