The Agent Profile page in BeDesk is the central hub for managing all settings related to an individual agent's account. From here, agent or admin can adjust their assignments, view their permissions, review their conversation history, and manage API access.
Agent's profile page can be accessed from the dashboard.
Click Team in the sidebar.
Select Members tab.
Click on the name of the agent you wish to view or edit.
The agent's profile is organized into five tabs: Details, Roles & Permissions, Conversations, Date & Time, and API.
This is the main landing tab for an agent's profile. It contains their core configuration and status settings.
The Details tab, showing fields for name, assignment limit, groups, roles, and status after login.
Profile Information: At the top, you can see and change the agent's name, email address, and profile picture.
Assignment Limit: This value determines the maximum number of conversations an agent can be assigned and handle simultaneously. This helps in load balancing and preventing agents from being overwhelmed.
Groups: This section shows which agent groups the user belongs to (e.g., "General," "Technical Support"). Groups are used to route conversations to the correct set of agents.
Roles: This shows the role(s) assigned to the user (e.g., "Agents"). Roles define the user's permissions across the entire BeDesk application.
Status after login: This setting controls the agent's availability status immediately after they log in.
Accept conversations: The agent will be available to receive new conversations right after logging in.
Don't accept conversations: The agent will be marked as unavailable after logging in and will need to manually change their status to start receiving conversations.
Based on working hours: The agent's availability will be automatically determined by their working hours schedule. Schedule can be configured after selecting this item.
Actions Menu: Located in the top-right corner, this dropdown provides critical administrative actions:
Suspend user: This will temporarily deactivate the agent's account. They will not be able to log in or be assigned conversations, but their profile and data are preserved. You can unsuspend them later.
Delete user: This will permanently remove the agent and all their associated data from BeDesk. This action cannot be undone.
This tab provides an overview of the specific permissions and roles an agent has and allows changing them, if currently logged in user is an admin.
This tab displays a list of all current and previous agent conversations.
Each entry in the list provides a quick summary of a conversation, including:
The name of the customer or visitor.
A snippet of the last message.
Date when the last activity occurred in that conversation.
Here you can configure localization settings specific to the agent, ensuring that all date and time information is displayed correctly for them.
Configure agent-specific language, country, and timezone settings.
Language: Sets the display language for the agent's BeDesk interface.
Country: Sets the agent's country, which can influence formatting for numbers and dates.
Timezone: Sets the agent's specific timezone. This is crucial for correctly displaying timestamps on conversations and for features like "Based on working hours" to function accurately.
This tab is used to manage API access tokens for the specific agent, if API access is enabled. These tokens allow applications or scripts to interact with the BeDesk API on behalf of the agent, with the same permissions the agent has.