Inviting agents and managing your team

Agents are the people who handle conversations in Konversio. Before your team can start responding to customers, you need to invite them and assign the right roles.

Roles in Konversio

Konversio has two roles:

• Administrator — full access to settings, inboxes, teams, automation rules, reports, and billing. Use this for team leads and ops staff who need to configure the system.
• Agent — can view and manage conversations they are assigned to or that belong to their teams. Cannot access account-level settings.

Assign Administrator only to people who genuinely need to change system configuration. Most support staff should be Agents.

Inviting a new agent

1. Go to Settings > Agents.
2. Click Invite Agent.
3. Enter their name, email address, and select a role.
4. Click Send Invite.

The person receives an email with a link to set their password and access the account. Invites expire after 7 days.

Resending or cancelling an invite

If someone did not receive the invite or it expired, find them in the Agents list — they will show a Pending status. Click the menu next to their name and select Resend Invite.

To cancel an invite before it is accepted, use the same menu and select Delete.

Editing an agent

To change an agent's display name or role, click the edit icon next to their entry in the Agents list. You can promote an Agent to Administrator or demote an Administrator to Agent here. Changes take effect immediately.

Removing an agent

To remove someone from the account:

1. Go to Settings > Agents.
2. Click the delete icon next to the agent.
3. Confirm the deletion.

Removing an agent does not delete their conversation history. Open conversations previously assigned to them will become unassigned and visible in the All Conversations view for reassignment.

Agent capacity

Konversio does not enforce hard conversation limits per agent by default, but you can manage workload by:

• Using the Reports > Overview view to see how many open conversations each agent currently has.
• Setting up automation rules that route new conversations based on agent availability or round-robin assignment.
• Monitoring agent status (Online, Busy, Offline) from the overview dashboard.

If you need strict capacity management, automation rules are the right tool — for example, stopping auto-assignment to agents who already have more than a set number of open conversations.

Keeping your agent list clean

Remove agents promptly when someone leaves your organisation. Active agent accounts retain access until deleted or deactivated. There is no suspend/deactivate option — removal is final, though their conversation history remains intact.