How to add an agent and request a password


Firstly, note that there are two ways for an agent to be added:

  1. You can add an "internal" agent, by just going to the Agents view in babelforce and use the "Add agent" button under Routing & Queuing > Agentsmceclip0.png
  2. You can import / sync agents from another source system, e.g. from a helpdesk solution or from a CRM (this article explains it with the example of a Freshdesk integration, however, it is the same progress regardless of the helpdesk you use)
  • Once agents are added via 2. they will be enabled automatically, no activation link will be sent, managers just need to provide their new agent with their credentials. 
    • Agents can just reset the password themselves by requesting a password via babelConnectmceclip0.png
    • Or managers can send the password reset link to their agents
      • Go to Global settings > User management and find the user. On the right hand side you can send a reset email to the agent

Note that in either case, you can work with integrated systems, the choice just depends on how the integrations work and what is supported by the integrated system. If an agent is added via 1. then no ticket will be pushed to them if they take a call because they are not connected with the integrated system.

Whatever method is used, the user/agent has to get access to the babelConnect app first to be able to take phone calls.


Confirming internal agents

If an agent was added as internal agent (see 1), she has to confirm her email address. Otherwise the agent cannot log in:


Once this is done,  agents will automatically receive an email with a password reset.

See above for alternatives to request a password reset email.

The reset email will look like this:






Have more questions? Submit a request