In a Call Center Campaign, you would need to add your own agents or volunteers to do the calling for your campaign. This article will help you with step-by-step instructions on how to add agents to your CallHub account.
1.1 Adding Agents
You need to navigate to the agent section and choose the "Add Agent" option to add a new agent.
Once you have clicked on the "Add Agent" button, you can enter the agent username and the email of the agent.
- The agent username should not have any spaces.
- The agent email should be active as a validation link will be sent to the same email.
Agents can also be added using Embeddable forms as well. You may get the link for the signup form from Settings > Embeddable forms and use it on the website. Your volunteers can fill-up the form and their agent accounts will be created on your account in CallHub.
Similarly, agents can be added using APIs on your account. You may find the help API request for the same in https:help.callhub.io/reference
1.2 Agent Activation
When an agent is added, a message appears as in the below image. The agents can log in to their email inbox and click on the "Validation link" from the mail received with the subject "Welcome to CallHub - Activate your agent account now!"
All the agents who have completed the validation process will be visible in the active agent's section. There are two cases.
Default agent: This agent account is created along with the main account.
Activated agent: This agent account is created by the manager's account. The connection preferences can be set by the manager or selected by the agent from the settings section of the agent console. The manager can reset the password using the "Password Reset" option as well as use the "Clear Status" option to clear the bad cache.
All the agents who are registered but not activated will be listed under the "Pending Activation" section. The manager can use the Resend email option to resend the activation link for validation.
1.3 Adding a team and Assigning agents to the team
You can also add teams and assign agents to a team. This option helps you to group your agents especially when you have a long list of Agents. You can assign a team of agents to your Call Center Campaign or Peer to Peer texting campaign rather than selecting Agents one by one and assign it to the campaign. Agents can also select a team while activating their agent accounts. Below are step-by-step instructions to add a team, assign agents to a team, remove agents from a team.
1.3.1 Adding a Team
Under the "Agents" menu, select the "Teams" section and choose "Add Team", enter the team name and click on "Add" to add a new team.
1.3.2 Assigning agents to a team
To assign agents to a team, just click on the "Manage Agents" and choose the Assign agents tab to select the agent to be added. You can hold the Ctrl (Windows) or Command (MAC) to select and add multiple agents.
1.3.3 Removing an agent
Agents can be removed from a team by clicking on the "Trash can" option under the "Action" section or select the checkbox and click on the "Remove Selected" option.