**In Papo Global (https://papo.global/), you add a new agent to your team from Settings > Agents. An administrator enters the employee’s name, role, and email address; the invitee receives a link to create a password and can access the platform immediately. The same screen lets you edit details, reset passwords, adjust availability, and remove agents, keeping operation control centralized.**

## Process summary

| Step | What to do | Detail |
| :--- | :--- | :--- |
| 1. Access settings | Click the gear icon and go to **Agents** | The menu only appears for users with the **Administrator** role. |
| 2. Start registration | Click the **Add Agent** button | The form will be displayed. |
| 3. Fill in the details | Enter **Agent Name**, **Role**, and **Email Address** | The role defines what the person can see and do in the account. |
| 4. Finish | Click **Add agent** | The agent will receive an invitation email. Until they accept, the status in the list will be **Pending Verification**; afterward, **Verified**. |

## How to add an agent – step by step

1. In the side menu, click **Settings**, then the **Agents** tab.
2. Click **Add Agent** (top right).
3. In **Agent Name**, enter the name that will appear to the team — for example, “Ana Maria”.
4. Under **Role**, choose one of the options:
   - **Agent**: handles conversations in the inboxes they have access to. Ideal for most of the team.
   - **Administrator**: full access, including settings, channels, agents, and billing. Use only for account leaders and managers.
   - **Custom roles**: appear here if your account has already created specific profiles.
5. In **Email Address**, enter the employee’s work email.
6. Click **Add agent**. The message “Agent added successfully” confirms the action.
7. The employee will receive an email invitation. Upon accepting, they will create a password and can log in. Until then, the list shows **Pending Verification**.
8. If the email already has a Papo Global account (for example, the person works at another company that uses the platform), they are added automatically, without a new invitation, and sign in with the password they already have.

## Manage existing agents

In the agent list, each row displays icons for management actions. The main ones are:

- **Edit**: opens the “Edit Agent” screen. You can change the **Agent Name**, **Role**, and **Availability** field (options: **Online**, **Busy**, or **Offline**). After editing, save by clicking **Edit agent**. Availability can also be changed by the agent themselves.
- **Reset password**: within the edit screen, this option sends the agent an email with instructions to create a new password. You do not view or set the password.
- **Delete**: removes the agent from the account. Conversations they handled are not deleted; only access is revoked. You must confirm deletion.

Important restrictions:
- You cannot edit or delete your own user from this screen.
- The account’s last verified administrator cannot be deleted, ensuring the account never ends up without an administrator.

## Organize agents into teams and inboxes

After adding agents, it’s time to organize who handles what. Administrators can create **teams** and add agents to them. Then they associate these teams with specific **inboxes** (WhatsApp, Instagram, Telegram, email, website chat, etc.). This way, each group sees only the conversations that are their responsibility, avoiding confusion and overlapping service.

## How much does each agent cost?

On Papo’s Silver plan, the first user is **free forever**. Each additional user costs **R$ 97/month**. If the account reaches the contracted limit, a warning will appear when trying to add a new agent, and the registration will not be created. To learn more, see the pricing page on the website.

## Frequently asked questions

### I don’t see the “Agents” menu in Settings. Why?

The screen is only available to users with the **Administrator** role. Ask an account administrator to add the new agent or change your role.

### I got “The email entered is already in use.” What should I do?

This means that email is already registered in your account. Use the “Search agents…” search to find it in the list.

### Can I set the agent’s availability?

Yes. The administrator can change availability in “Edit Agent,” choosing between **Online**, **Busy**, or **Offline**. The agent themselves can also change their availability from the dashboard.

### If I delete an agent, do their conversations disappear?

No. The conversations remain in the account. The agent only loses access to the platform.

### The agent received the invitation but cannot create a password. What now?

Ask the agent to check their spam or junk folder. Also confirm that the email address entered is correct. If the problem persists, an administrator can resend the invitation using the password reset option in the agent’s edit screen.

### Can I limit an agent to just one inbox?

Yes. To do this, you need to create a custom role that restricts the visible modules and associate the agent exclusively with the team responsible for that inbox. See the article on limited access for the full step-by-step.

## Read also

- [How to create and manage custom user roles in Papo](/hc/papo/articles/how-to-create-manage-custom-user-roles-in-papo)
- [How to use Internal Chat for group conversations in Papo](/hc/papo/articles/how-to-use-internal-chat-group-conversations-papo)

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The first user is free forever, and you add extra agents for R$ 97/month.