Add support agents, departments and the phone app

A Support agent account answers customers and uses saved replies. Every other part of wp-admin sends it back to the inbox.

This guide is about Zinn® Chat Pro. Every Pro plan starts with a free trial.

1. Invite an agent

   Open Zinn® Chat, Team, enter a name and email and choose Send invitation. They get WordPress's set-your-password email and land in the inbox when they sign in. An existing account gets the agent role added.

   

2. Departments

   List your departments in Settings, Team and routing, then tick each agent's departments on the Team screen. Customers can choose a department on the ticket form, and the AI can pick one for them.

3. Assign new tickets

   Choose in turn (round robin) or to the agent with the fewest open tickets. Only agents in a ticket's department are chosen.

4. Install the agent app

   Open the inbox on a phone: in Chrome or Edge choose Install, on an iPhone choose Share and Add to Home Screen. It opens full screen in a layout made for a phone. Use Phone app and notifications to turn on notifications on each device.

   

5. See who else is on a ticket

   When two people open the same chat or ticket, each sees the other, and a warning shows when the other is writing a reply.

Agents cannot change settings, see reports or delete tickets: that stays with administrators.