Agents are the sales reps who receive calls through SureConnect's browser softphone. This article shows you how to create agent accounts and send invite links so agents can start taking calls.
Steps
- 1
Go to the Agents page
Click Agents in the left sidebar.
- 2
Click Create Agent
Click the Create Agent button in the top-right corner.
- 3
Fill in agent details
- Name — The agent's full name.
- Phone Number — The agent's mobile number (used for notifications).
- Email — The agent's email address (used for login).
- States — (Optional) The US states this agent is licensed to handle. Leave blank for all states.
- Categories — (Optional) Product categories this agent handles (e.g., "auto", "health"). Leave blank for all categories.
- Priority — A number from 0 to 100. Higher priority agents receive calls first in Priority routing mode.
- Max Concurrent Calls — How many simultaneous calls this agent can handle (default: 1).
- 4
Create and copy the invite link
Click Create. SureConnect generates a unique invite link valid for 7 days. Copy this link and send it to your agent via email, text, or any messaging tool.
- 5
Agent completes onboarding
When the agent clicks the invite link, they are taken to a setup page where they set their password. After that, they can log in and start receiving calls.
Assigning agents to campaigns
Agents do not receive calls until they are added to at least one routing rule on a campaign. After creating an agent, go to your campaign's Routing Rules section and add the agent to a rule. See Set Up Routing Rules for details.
What happens next
Once the agent logs in and opens the softphone, their status will show as Available on your dashboard. They are now ready to receive inbound calls routed by SureConnect.