Human Agents
A Human Agent is a customer service member who directly handles customer conversations in LiveDesk. This page lets you view customer service members in a project, invite new members, manage availability, and access your personal profile settings to edit your name and avatar.
When a Channel is not successfully handled by a Rule Agent or AI Agent, a Human Agent configured for that Channel can continue handling it. For information about priority and automatic assignment rules, see Assignment Order Logic for Conversations to Agents.
View and Find Customer Service Members
Go to Agents > Human Agent to view the list of customer service members in the current project. The list displays the following information:
| Field | Description |
|---|---|
| Name | The member's display name and avatar. If no avatar has been uploaded, the system displays an abbreviation of the member's name. |
| The email address the member uses to log in and receive invitations. | |
| Status | The member's current availability status: online, busy, or offline. |
| Role | The role the member has in the current project. |
| Authentication Status | Whether the invitation has been authenticated. If not, the status is displayed as pending authentication. |
You can search for members by name or email in the search box, or filter members by status: "Online", "Busy", or "Offline". When there are many members, you can change the number of members displayed per page or jump to a specific page.
Invite Customer Service Members
Administrators can click Invite Customer Service in the upper-right corner, enter one or more email addresses at a time, and select one or more project roles for the invited members. After submission, the system sends an invitation to the corresponding email addresses. Once members complete the invitation process, their authentication status in the list is updated.
If single sign-on (SSO) is enabled for the project, you must also select the corresponding SSO configuration when sending an invitation. Roles are managed centrally through project role management. If no roles are available for selection, create a role in role management before sending the invitation.
Manage Customer Service Statuses
Members with Human Agent editing permissions can directly adjust a customer service member's availability status in the list:
| Status | Meaning |
|---|---|
| Online | Available to accept and handle conversations normally. |
| Busy | Currently not suitable for receiving new conversations. |
| Offline | Currently unavailable. Offline members cannot be switched to another status directly on this page. |
Status affects the actual availability of customer service members. After enabling automatic assignment for a Channel, you should also add available Human Agents to that Channel and configure the assignment method and concurrency limits as needed.
Edit Your Name and Avatar
The Human Agent list is used only to display member avatars and names; you cannot directly edit other members' profiles. The currently logged-in member can click Set Nickname in their own row and go to the EngageLab profile page to make changes:
- Edit your name or display name in your profile and save the changes.
- Upload a new avatar. To restore the default avatar, delete the uploaded avatar.
After saving, the updated name and avatar will be used for member display in the Human Agent list and conversations. Names and avatars can only be edited by members themselves in their personal profiles.
Remove Customer Service Members
Administrators can click Remove in a member's row and remove the member from the current project after confirmation. After removal, the member is no longer a Human Agent in the current project. To add the member again, you must send a new invitation.
To prevent the project from losing administrator access, the currently logged-in member cannot remove themselves. The only remaining authenticated administrator in a project also cannot be removed. Before removing a member, confirm that they no longer need to handle customer conversations in the Channel.
Permissions
The features on the Human Agent page are controlled by project permissions:
- Members with viewing permissions can view the member list and search and filter results.
- Members with editing permissions can adjust customer service statuses.
- Only administrators can invite or remove customer service members.
After member management is complete, you must also add the members who can handle the Channel to the Human Agent configuration for each Channel. Members who have not been added to a Channel cannot be assigned conversations by that Channel's Rule Agent or AI Agent.
