Add Agents

Agents are the sales reps who receive and handle inbound calls through SureConnect. As an admin, you create agent accounts from the dashboard and send invite links so agents can set their password and start taking calls.

Steps

1. 1

   Go to the Agents page

   Click Agents in the left sidebar.

2. 2

   Click Create Agent

   Click the Create Agent button in the top-right corner.

3. 3

   Fill in agent details

   • Name — The agent's full name.
   • Phone Number — Mobile number for notifications.
   • Email — Used for login. Must be unique.
   • States — (Optional) US states the agent is licensed in.
   • Categories — (Optional) Product categories the agent handles.
   • Priority — 0–100. Higher priority agents are routed calls first in Priority mode.
   • Max Concurrent Calls — Default is 1. Increase for agents handling multiple simultaneous calls.
4. 4

   Send the invite link

   After clicking Create, SureConnect generates a unique invite link. Copy this link and send it to the agent. The link is valid for 7 days.

What the agent sees

1. The agent clicks the invite link and is taken to the onboarding page.
2. Their name and email are pre-filled. They set a password.
3. After completing onboarding, they can log in at the agent dashboard.
4. They open the softphone, which connects to Twilio and marks them as available.

Editing an agent

Click the edit button next to any agent on the Agents page to update their name, phone, email, states, categories, priority, or max concurrent calls. Changes take effect immediately.

Deactivating an agent

To temporarily remove an agent from receiving calls without deleting their account, toggle their Active status to off. Inactive agents are skipped during routing but retain their account and history.