Skip to main content
Team Management List Behind every great platform is a great team. 🦸‍♂️🤖 This section is your roster. Here you decide who gets to play on the field, whether they are AI Agents (your automated bots) or Human Agents (your real-life staff who use the Livechat).

​
💌 1. Inviting Human Agents

Adding real people to your team is a breeze. Just click to invite a new user, enter their email address, and they’ll receive a magical link to set up their account. Invite User But before you hit send, you need to decide how much power they get.

​
🔐 2. Roles and AI Assignments (Who sees what?)

Not everyone needs access to everything. We use a smart permission system based on Roles and AI Agent Assignments to keep your workspace secure and organised. Think of your platform as an office building. 🏢
  • 👑 Superadmin: The owner of the building. They hold the master keys and have full, unrestricted access to the entire company’s platform, every bot, and every setting.
  • 🛡️ Admin, Supervisor, or Support: The department managers and staff. They MUST be assigned to at least one AI Agent.
🎯 How the assignment works (The Golden Rule): If a user has a role lower than Superadmin, their universe is strictly limited to the AI Agents you assign them to. (Don’t worry, a single human can be assigned to multiple AI agents if needed).
💡 Example: Let’s say you invite an Admin and assign them only to the AI agent named “Lovi Support”. When they log in, they will only see the metrics, Livechat conversations, and configurations belonging to “Lovi Support”. The “Sales Bot” will be completely invisible to them!

​
⚙️ 3. Human Agent Configuration (Fine-tuning)

Agent Configuration Once you define their role, you need to set up their “working conditions”. These settings directly influence how the Livechat auto-assignment system treats them:
  • 🤖 AI Agent Assignment: (Crucial!) Select which bots this person is allowed to manage and view.
  • 👥 Group Name: Assign them to a specific department (e.g., Tech Support, Billing). They will only receive chats routed to this group.
  • 🚦 Maximum Chats (Anti-burnout): What is this person’s capacity? If you set it to 3, the system won’t assign a 4th simultaneous chat until they finish one of their active conversations. 🧘
  • ⏳ Closing Margin Minutes: Perfect for shift workers! If you have business hours set up (say, finishing at 17:00), and you set a 5-minute margin, the system will stop giving them new chats at 16:55 so they can wrap up and log off on time.
  • 🌍 Languages: Do they speak French? Spanish? Tag the languages they master so they only receive chats they can actually understand and reply to.

​
🎓 Best Practice Summary (Cheat Sheet)

  • Protect the Superadmin role: Only give this top-tier role to people who absolutely need to see the entire company’s billing, global settings, and every single bot.
  • Mix and match: A single Support agent can be assigned to both the “WhatsApp Support Bot” and the “Website Help Bot” if they handle multiple channels.
  • Protect their time: Always set a realistic Maximum chats limit. A human trying to answer 10 people at once is a recipe for angry customers.

​
🆘 Quick Troubleshooting

ProblemLikely Fix 🔧
Agent can’t see a specific chat or metricCheck their AI Agent assignment! If the chat belongs to “Bot A” and they are only assigned to “Bot B”, they won’t see it.
Agent is not receiving new LivechatsCheck their Maximum chats limit (their queue might be full), or check if they are within the Closing margin time limit before their shift ends.
I can’t save a new Admin or Support userDid you forget to assign them an AI Agent? Remember, anyone below Superadmin must be linked to at least one bot.
Get your team invited, assign their bots, and let the conversations begin! 💬🚀