Agent Management
Master the complete employee lifecycle management process in Fiko, from inviting team members to managing roles, status, and access permissions with advanced security controls.
Agent Management Overview
Agent Management in Fiko provides comprehensive employee lifecycle management capabilities. This system allows Company Admins and Super Admins to invite team members, assign roles, manage access permissions, and maintain complete control over who can access your customer service platform.
Email-Based Invitations
Send secure email invitations with role assignments. Supports both new user signup and existing user invitation workflows.
Role-Based Access Control
Three assignable roles available: Admin, Customer Service, and Viewer. Admins manage the workspace, CS users handle conversations, and Viewers have read-only visibility.
Required Permissions: Agent Management requires Company Admin or Super Admin permissions. Regular users cannot access the Agents tab or perform employee management operations.
Inviting Team Members
Navigate to Agent Management
Access the Agents section from the Team Management interface.
- Go to the Team section in the main navigation
- Click on the Agents tab (requires admin permissions)
- You'll see the employee table with current team members and pending invitations
Tip: If you don't see the Agents tab, you likely don't have the required admin permissions. Contact your Company Admin for access.
Initiate Team Member Invitation
Start the invitation process with the Invite Team Member button.
- Click the "Invite Team Member" button in the top-right corner
- The invitation modal will open with email and role selection fields
- Modal includes validation for email format and role selection
If the invite button is disabled, your company may have no seats available. Add more seats first, then return to the Agents tab.
Configure Invitation Details
Set up the new team member's email and role assignment.
- Email: Enter the team member's valid email address
- Admin Role: Full platform access, can manage all settings and users
- Customer Service Role: Conversation management with group-based restrictions
- Viewer Role: Read-only access for stakeholders who should not reply to customers or change settings
Send Invitation & Track Status
Complete the invitation process and monitor pending invitations.
- Click "Send Invitation" to process the email invitation
- System automatically detects if the email belongs to an existing Fiko user
- Pending invitation appears in the agent table with "Invited" status
Processing Time: Invitations are processed immediately, but email delivery may take a few minutes.
Managing Agent Status
Once team members are active in your system, you can manage their access and status through the agent management interface.
Access Agent Actions Menu
- Locate the team member in the agent table
- Click the Actions button (three dots) in the rightmost column
- Dropdown menu shows available actions based on user role and status
Manage Customer Service Access
- Enable Access: Activates CS agent's ability to handle conversations
- Disable Access: Prevents CS agent from accessing conversations (does not delete account)
- Admin Protection: Admin accounts cannot be disabled through this interface
Important: Disabling access immediately prevents the user from handling new conversations but does not affect their existing conversation history or account data.
Remove Team Members
- Click "Remove Access" from the actions menu
- Confirmation modal appears with the team member's name
- Action is permanent and cannot be undone
Permanent Action: Removing a team member is irreversible. Consider disabling access first for temporary restrictions.
Role Management
Understanding and managing user roles is crucial for maintaining proper access control and security.
Admin Role
- Full platform access and configuration
- Team management and user invitation capabilities
- Cannot be disabled through agent management
Customer Service Role
- Conversation management and customer support
- Access limited to assigned groups and channels
- Status can be managed (Active / Disabled)
Viewer Role
- Read-only visibility into the workspace
- Can review available team information without editing
- Useful for supervisors and stakeholders
Security Note: Role changes are available from the row actions menu for eligible team members. The user's permissions change immediately after you confirm.
Search & Filtering
The agent management interface includes powerful search and filtering capabilities for managing large teams.
Real-Time Search
- Search by team member name or email address
- Instant results as you type
- Searches both active members and pending invitations
Role-Based Filtering
- All Roles: Shows all team members
- Admin: Shows only admin users
- Customer Service: Shows only CS agents
Pending Invitations Management
Track and manage pending invitations with detailed information about the invitation process.
- Pending invitations appear with grayed-out styling in the table
- Status shows as Invited instead of Active / Disabled
- New User Invitation: For email addresses not yet in the Fiko system
- Existing User Invitation: For current Fiko users joining your company
- Admins can cancel pending invitations directly from the actions column
Troubleshooting
Team member didn't receive invitation email
- Check if the email address was entered correctly
- Ask the recipient to check their spam/junk folder
- Email delivery can take up to 10 minutes in some cases
Can't see the Agents tab in Team Management
- Only Company Admins and Super Admins can access Agent Management
- Viewer accounts can review the Agents tab in read-only mode
- Check with your Company Admin to verify your role permissions
Cannot disable or remove admin user
- Admin users cannot be disabled through the Agent Management interface
- This is a security feature to prevent accidental lockouts
- To remove admin access, contact Fiko support
Pending invitation not converting to active user
- Ensure the invited user has completed the signup process
- Existing users need to accept the company invitation in their dashboard
- Refresh the page to see the latest status updates
Best Practices
Security Best Practices
- Regularly review active team members and remove unused accounts
- Use CS role for agents who only need conversation access
- Disable rather than remove for temporary access restrictions
- Verify email addresses carefully before sending invitations
Operational Best Practices
- Document role assignments and responsibilities clearly
- Use search and filtering for efficient team management
- Monitor pending invitations and follow up on delays
- Plan user onboarding process for new team members
Next Steps
After mastering agent management, explore these related features to optimize your team organization: