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A workspace can run several agents, each with its own name, greeting, voice, rules and channels. They share the workspace’s business details, knowledge, services and employees. Free includes one agent. Starter, Pro and Enterprise have no limit. Only owners and admins can add, remove or change agents.

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Add an agent

1

Open the agents

Click Agents in the sidebar, then Add agent. You can also click Add agent at the top of an agent’s page.
2

Name it

Enter a name, such as Weekend line, and click Add agent.
3

Give it a channel

The new agent opens. In its Channels, move a phone number, a website widget or the Instagram account to it.
The new agent starts with the settings and rules of the agent you added it from, without its channels. Change its greeting, voice and rules as you need. Until you give it a channel, nobody reaches it. On Free, adding a second agent opens the plan options instead. Upgrade to Starter or Pro to add more agents. See plans and billing.

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The default agent

The first agent is the workspace’s default, and the Agents page marks it Default. Only the default agent can get a new phone number, and links to the dashboard that don’t name an agent open the default agent. To change it, open another agent, click the … menu at the top of its page, and choose Make default.

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Remove an agent

1

Open the agent

Open the agent you want to remove.
2

Choose Remove agent

Click the … menu at the top of its page and choose Remove agent.
3

Pick where its channels go

With three or more agents, pick the agent its channels and open conversations move to under Move to. It starts on the default agent. With two agents, they move to the other one.
4

Confirm

Click Remove agent.
You can’t remove the default agent. Make another agent the default first. Calls and conversations the agent already handled stay in the Inbox under its name. The knowledge on its Specific knowledge page that only it used is deleted, and you can’t restore it.

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Paused agents on Free

When a workspace moves from a paid plan to Free, its default agent keeps answering and the other agents pause. The Agents page marks them Paused. Their channels stay where they are, but the default agent answers on them, with its own greeting and settings. Upgrade to Starter or Pro, and each paused agent answers on its channels again. Click Upgrade beside a paused agent to see the plans.

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Move a channel to another agent

A phone number, a website widget or the Instagram account answers as one agent at a time. To change which agent answers it, see move a channel.