Summary
What permissions do shop managers have on the Buyer Message - Setting - Team management page?

• Only shop managers, including the main account and administrators, have permission to access this page.

How can shop managers manage customer service agent accounts?

• Shop managers can add, edit, or delete customer service accounts by clicking [Manage accounts] to access the user management page.

What information can be viewed and modified for customer service agents?

• Basic information includes avatar, nickname, and email address.
• Roles include shop owner, admin, and agents, with varying permissions.
• Admins can adjust nicknames, maximum capacity, and chat acceptance settings.

How can admins adjust the maximum capacity and chat acceptance for agents?

• Maximum capacity can be set between 1-999, with a recommendation of at least 200.
• Chat acceptance can be toggled to auto-assign or manual assignment only.

Access

Access: Buyer Message - Setting - Team management
Permission: Only shop managers (main account and administrator) have permission to this page.

Agent accounts management

If you want to add, edit or delete customer service accounts, you can click [Manage accounts] to go the user management page to set it up.

View and modify agent information

The customer service agents information displayed here is:

• Basic information: including avatar, nickname and email address.
• Roles: including shop owner, admin and agents. Agents are granted basic permissions to chats; admins are granted advanced permissions, such as team management and shop settings.
• Maximum capacity.
• Open chats: the number of open chats for this account.
• Accept chats: whether this account receives chats auto-assignment.

As the admin, you can adjust:

1. Nickname

Click the edit button next to the nickname, enter a new nickname and click save. Some names may trigger platform review, which will show under review status, and it will not take effect until the review is passed.

2. Maximum capacity

Click the eid button next to the number, enter a new value and click save. Here you can enter any number between 1-999. You can set it according to the number of agents and chats. Normally, it is recommended not to less than 200, otherwise it may affect the chat assignment.

3. Accept chats

Click the switch to adjust the status of the accounts.

• Turning on the switch: Accept auto-assign chats means that the agent will receive chats automatically assigned by the system and chats assigned to the agent manually by other agents.
• Turning off the switch: Do not accept auto-assign chats means that the agent will not receive chats automatically assigned by the system, but other agents can still manually assign a chat to the agent.

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