---
title: "Add support agents, departments and the phone app — Zinn® Chat"
description: "Invite colleagues who can answer chats and tickets without reaching the rest of wp-admin, route tickets by department, and install the agent app."
url: "https://zinnchat.com/kb/add-support-agents-and-the-phone-app"
lang: "en"
dir: "ltr"
---

# Add support agents, departments and the phone app

Invite colleagues who can answer chats and tickets without reaching the rest of wp-admin, route tickets by department, and install the agent 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.

   ![The Team screen: agents, departments and the invitation form](https://zinnchat.com/shots/wp-team-en.webp)
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.

   ![The inbox installed as an app on a phone](https://zinnchat.com/shots/wp-agent-app-en.webp)
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.

[Try Pro free](https://checkout.freemius.com/plugin/40436/plan/69751/) [Get the free plugin](https://zinndigital.com/wordpress-plugins/zinn-chat) [Live demo](https://zinnchat.com/live-demo)

## Related guides

- [Start Zinn® Chat Pro](https://zinnchat.com/kb/start-the-pro-help-desk-plugin)
- [Saved replies, suggested replies and summaries](https://zinnchat.com/kb/saved-replies-and-ai-suggested-replies)
- [Business hours and SLA targets](https://zinnchat.com/kb/business-hours-and-sla-targets)
- [Let customers reply to tickets by email](https://zinnchat.com/kb/reply-to-support-tickets-by-email)
- [Slack, Teams, Telegram, push and webhooks](https://zinnchat.com/kb/slack-teams-telegram-push-and-webhooks)
- [AI persona, hand-off rules, triage and extra sources](https://zinnchat.com/kb/ai-persona-hand-off-rules-and-triage)
- [Find and fill knowledge gaps](https://zinnchat.com/kb/find-and-fill-knowledge-gaps)
- [Build a knowledge base in WordPress](https://zinnchat.com/kb/build-a-knowledge-base-in-wordpress)
- [Import an existing knowledge base](https://zinnchat.com/kb/import-an-existing-knowledge-base)
- [Proactive chat messages](https://zinnchat.com/kb/proactive-chat-messages)
- [Help desk reports and customer ratings](https://zinnchat.com/kb/help-desk-reports-and-customer-ratings)
- [White-label the help desk](https://zinnchat.com/kb/white-label-the-help-desk)
- [Zinn® Chat shortcodes: every shortcode and attribute](https://zinnchat.com/kb/help-desk-plugin-shortcodes-reference)

Included with Zinn Digital® hosting

## Already installed on every WordPress site we host

The free Zinn® Chat plugin comes installed and activated on every WordPress site we host on our own servers, so a chat is one switch away. Premium is an upgrade, per site, when you need more.

[See hosting plans](https://zinndigital.com/hosting)