Team 5 min read

Agent Management & Roles

Add team members to your Zaple account, assign roles, and manage permissions for effective collaboration.

Understanding Roles

Zaple has three main roles with different permission levels:

👑

Admin

Full access to all features and settings

  • • Manage billing and subscriptions
  • • Add/remove team members
  • • Access all settings
  • • View all reports
  • • Send broadcasts
  • • Handle all conversations
⚙️

Manager

Team oversight without billing access

  • • Manage agents
  • • Access reports and analytics
  • • Send broadcasts
  • • Manage templates and lists
  • • Handle all conversations
  • • No billing access
💬

Agent

Conversation handling only

  • • Handle assigned conversations
  • • View contact information
  • • Use quick replies
  • • No access to broadcasts
  • • No access to settings
  • • No access to reports

Adding Team Members

  1. Go to Settings → Team
  2. Click Invite Member
  3. Enter the team member's email address
  4. Select their role (Admin, Manager, or Agent)
  5. Click Send Invitation

The invited member will receive an email with a link to set up their account.

Managing Existing Members

From the Team settings page, you can:

  • Change roles: Click on a member and update their role
  • Deactivate: Temporarily disable account access
  • Remove: Permanently remove from the team
  • Resend invite: Resend invitation email

Conversation Assignment

Zaple offers multiple ways to assign conversations to agents:

Manual Assignment

Admins and managers can manually assign any conversation to any agent.

Auto-Assignment

Configure automatic distribution in Settings → Inbox:

  • Round Robin: Distribute equally among available agents
  • Load Balanced: Assign to agent with fewest open conversations
  • Manual Only: Keep unassigned until manually assigned

Agent Availability

Agents can set their availability status:

🟢 Available 🟡 Busy ⚫ Offline

Auto-assignment only routes to "Available" agents.

Agent Performance

Track agent performance in the Reports section:

  • Conversations handled per agent
  • Average response time
  • Resolution time
  • Customer satisfaction scores

📌 Best Practices

  • ✓ Use the Agent role for support staff to limit access
  • ✓ Enable auto-assignment for faster response times
  • ✓ Regularly review agent performance metrics
  • ✓ Keep the number of Admins limited for security