**In Papo Global ([papo.global](https://papo.global)), agents are the people on your team who see and reply to customer conversations. An administrator adds each agent under Settings → Agents by entering a name, role and email; the person then gets an email invitation to confirm the account and set a password.**

## Where it is and who can use it

| Item | Detail |
|---|---|
| Path | **Settings → Agents** |
| Who can access | Only users with the **Administrator** role |
| Button to add | **Add Agent** (top right) |
| Form fields | **Agent Name**, **Role**, **Email Address** |
| Available roles | **Administrator**, **Agent** and any custom roles created in the account |
| Status in the list | **Verified** (invitation accepted) or **Verification Pending** |

## Step by step: add an agent

1. In the sidebar, click **Settings**, then **Agents**.
2. Click **Add Agent**.
3. Fill in **Agent Name** with the name your team will see.
4. Under **Role**, choose **Agent** (default), **Administrator** or a custom role.
5. Under **Email Address**, type the person's work email.
6. Click **Add Agent**. The message "Agent added successfully" confirms it.
7. The person receives an invitation email. Until they confirm, the list shows **Verification Pending**; afterwards, **Verified**.

If the email already has a Papo Global account (for example, the person also works at another company that uses the platform), they are added straight to your account and sign in with their existing password, with no new invitation.

## Administrator, Agent or custom role?

- **Administrator**: full access, including Settings, channels, agents and billing. Give it only to people who manage the account.
- **Agent**: handles conversations in the inboxes they have access to. The right choice for most of the team.
- **Custom role**: shows up in the **Role** list when the account has custom roles. In the agent list, hovering over the role name shows which permissions it grants.

## Edit, reset password and delete

Each agent row has two icons:

- **Edit**: opens "Edit agent", where you change **Agent Name**, **Role** and **Availability** (**Online**, **Busy** or **Offline**). Save with **Edit Agent**.
- **Reset Password** (inside "Edit agent"): emails the agent instructions to create a new password. You never see or set their password.
- **Delete**: removes the agent from the account after you confirm with "Yes, Delete".

Some actions are hidden on purpose: you can't edit or delete your own user from this screen, and the last verified administrator can't be deleted, so the account is never left without an administrator.

## How much each agent costs

On the Silver plan, the first user is $0 forever and each additional user costs $18.76/month. If the account reaches its user limit, the agent is not created and a limit warning appears. See the details in [Papo Global pricing](/hc/papo/articles/papo-global-pricing).

## Tips

- Use individual work emails. Shared logins make it impossible to know who replied to each customer.
- Give **Administrator** to few people and use custom roles to limit modules.
- After adding someone, add them to the right inboxes and teams; without access to an inbox, they don't see its conversations.
- If the invitation didn't arrive, ask the person to check spam and make sure the email was typed correctly.

## Frequently asked questions

### I don't see Agents under Settings. Why?

That screen is only for the **Administrator** role. Ask an account administrator to add the agent or change your role.

### I got "Agent email already in use". What now?

That email is already registered in your account. Look it up with the **Search agents...** box.

### Can agents set their own availability?

Yes. An administrator can also change it in "Edit agent", in the **Availability** field.

### Does deleting an agent delete their conversations?

No. The agent loses access to the account; the conversations stay in the account.

**Read also:** [Papo Global dashboard overview](/hc/papo/articles/papo-global-dashboard-overview-sidebar) · [How to create your Papo Global account](/hc/papo/articles/create-papo-global-account-getting-started)

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First user $0, no credit card. Learn more at [papo.global](https://papo.global).