Agents are the people on your team who chat with visitors on your website. Before they can start, you need to create access for them in your Smartsupp account. This article covers how to invite agents, manage their access and activity, and handle advanced tasks like transferring ownership.
🟡 Good to know: The number of agents you can add depends on your plan. To see your current limit or add more seats, open the Billing section in your dashboard or contact our support team.
We've split this article into seven sections:
Who are agents?
Agents are the most important part of every live chat. They are the people who communicate with visitors on your website — answering questions or helping visitors find the product they're looking for. Before they can chat, you need to create access for them in your Smartsupp account.
How to invite a new agent
Inviting a new agent is simple. Go to Settings → Agents and click the Invite button.
Enter the agent's email address and they'll receive the invitation by email. The invitation link stays active for 7 days. After accepting it, the agent is redirected to Smartsupp, where they enter their agent name and create a new password.
💡 Note: If you're already logged in to Smartsupp, the invitation will redirect you to the dashboard instead. To accept an invitation while logged in, log out first or open the invitation link in another browser.
Can't invite an agent? (email already exists)
It's not possible to invite someone who already has their own standalone Smartsupp account. If you see an "Email already exists" error, the email is already registered as a separate Smartsupp account. To resolve it:
1. Ask the person to log in to their existing standalone Smartsupp account using the conflicting email address.
2. Have them delete that standalone account from within Smartsupp.
3. Once the standalone account is deleted, you can add the email as an agent to your account.
Alternatively, you can simply invite them using a different email address.
Edit agent info and access
To edit an agent's information (name, email, description), click the three dots in the agent's row and choose Edit agent.
You can also change the agent's access level in the same place:
Full access — can access all personal and company settings, including billing info, and can chat with visitors. Recommended only for senior employees or management.
Limited access — can only access conversations, visitors, and personal settings (profile, shortcuts, notifications), and can chat with visitors.
Activate or deactivate agents
After you create an agent, you decide whether they can chat with your visitors. There are two types of agents:
Active agent — can chat with your visitors. Only active agents can edit automatic messages and chatbots.
Inactive agent — can access only statistics and settings, but can't communicate with visitors. Ideal for management or the owner to check agent statistics, change settings, or access billing.
To switch, just slide the button to the right (activate) or to the left (deactivate).
How many agents can I add?
The number of agents depends on your plan. To see how many agents you have — or to add more — open the Billing section in your dashboard or contact our support team via the chat widget.
Advanced: transfer ownership & delete an agent
To delete an agent who is the current account owner, you must first transfer ownership to another agent. Follow these steps:
1. Log in as the current account owner.
2. Transfer ownership to another agent in the account settings.
3. After the transfer, the original owner becomes a regular agent.
4. Go to the Agents section in the dashboard.
5. Find the agent you want to delete, click the three dots menu, and select Delete.
What's next?
Assign agent — route conversations to the right agent automatically.
Welcome message and handover to an agent — greet visitors and hand the chat over to a live agent.
Chatbot – handover features — pass chatbot conversations to a live agent when needed.
💡 Need more help? Contact our support team — we'll be happy to help!