On Papo Global (papo.global), you add and manage all members of your support team through the Settings > Agents section. An administrator invites each person by providing their name, role, and email; the invitee receives a link to create a password and joins the platform immediately. The same screen lets you edit details, reset passwords, adjust availability, and remove agents, keeping operation control centralized.
| 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 data | 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
- In the side menu, click Settings, then the Agents tab.
- Click Add Agent (top right corner).
- In the Agent Name field, type the name that will appear to the team — for example, “Ana Maria”.
- Under Role, choose one of the options:
- Agent: handles conversations from 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.
- In Email Address, enter the employee's work email.
- Click Add agent. The message “Agent added successfully” confirms the action.
- 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.
- 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 log 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. The conversations they handled are not deleted; only access is revoked. You must confirm deletion.
Important restrictions:
- You cannot edit or delete your own user through this screen.
- The last verified administrator on the account 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 include agents in them. Then, they associate these teams with specific inboxes (WhatsApp, Instagram, Telegram, email, website chat, etc.). This way, each group only sees the conversations that are their responsibility, avoiding confusion and overlapping support.
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 available only to users with the Administrator role. Ask an account administrator to add the new agent or change your role.
“The email provided is already in use” appeared. What should I do?
This means that this email is already registered in your account. Use the “Search agents…” search to locate 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 email folder. Also confirm that the email entered is correct. If necessary, resend the invitation by accessing the “Reset password” option on the agent's edit screen.
How many agents can I add?
The limit is the one contracted in your plan. The first user is free, and additional ones have a cost. If you exceed the limit, the platform warns you and prevents registration.
Read also
- How to manage access permissions with Custom Roles?
- Understanding the Agents Report: How to analyze your team's productivity
First user free, no credit card required.