This article discusses the differences between internal and imported agents and explains the necessary steps for the agent to start using babelforce.

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 > Agents

   
   
2. You can import agents from another source system, e.g. from a helpdesk solution or from a CRM 

• Once agents are added by following the second way, they can start using the system right away, no activation is needed. However, managers need to tell agents that they can start using the system. There are two ways: 
  • Agents can reset the password themselves by requesting a password via babelConnect
  • Or managers can send the password reset link to their agents
    • Go to
      

      Global settings > User management 

    • Find the user. On the right hand side, send a reset password email to the agent
      

Note that in either case, your agent is fully enabled and can use babelforce services in combination with a third party system. The decision on working with either internal or imported agents, depends on your own processes and what you want to achieve. Internal agents cannot be selected for ticket push as they are not connected with the integrated system.

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: