# Agents

Agents are the people who log in to EasyDesk to handle conversations, manage customers, or configure the workspace. Each agent has a role, profile details, and an availability status.

## Invite An Agent

Go to **Settings -> Agents -> Add Agent**.

1. Enter the agent's name and email address.
2. Choose the role.
3. Send the invitation.
4. Add the agent to the inboxes they should work from.

An invited agent still needs inbox access before they can handle customer conversations.

## Roles

Use the simplest role model that fits your team:

* **Administrator**: can configure the account, channels, agents, automations, billing, security, and reports.
* **Agent**: can work in assigned inboxes and respond to customers.

Keep administrator access limited. Most support teammates should use the Agent role.

## Availability

Agents can mark themselves as available, busy, or offline. Availability helps teams understand who is currently handling conversations and can influence assignment workflows.

Set a team habit for availability. For example, agents should switch to offline at the end of a shift and busy when they are in meetings or working through a backlog.

## Inbox Membership

If an agent reports missing conversations, check these in order:

1. Is the agent active?
2. Is the agent assigned to the inbox?
3. Is the conversation filtered by status or assignee?
4. Is the conversation assigned to another team or agent?

## Good Operating Practice

Review the agent list monthly. Remove accounts that no longer need access, check administrator membership, and confirm each agent belongs only to the inboxes they actually support.


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://developers.easydesk.live/agents.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.