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      How to add an agent in CloudTalk

      This article explains how to add a new agent from the CloudTalk dashboard, including assigning roles, permissions, numbers, and groups.

      Step-by-step instructions

      Step 1: Open the Agents section

      1. Log in to your CloudTalk Dashboard.

      2. From the left-hand menu, click Agents.

      3. In the top-right corner, click Add agents.

      Step 2: Fill in the agent’s basic details

      You’ll be redirected to the agent setup page. Enter the following details:

      • First name

      • Last name

      • Email

      • Password / Dashboard access credentials
        (Create a password so you can share it with the agent for login.)

      Step 3: Select the language settings

      Choose the preferred language for the agent:

      • Select a specific language, or

      • Use the company default language (Company Settings)

      Step 4: Assign a role to the agent

      Select the correct role depending on the level of access the agent needs:

      • Administrator

      • Agent

      • Supervisor

      • Analyst

      Step 5: Configure permissions and visibility options

      You can enable or disable additional settings such as:

      • Show internal contacts

      • Show contacts

      • Invite to call monitoring

      Step 6: Enable or disable Global Settings

      Choose whether the agent should follow company-wide settings:

      • Toggle Global settings ON to apply default settings

      • Toggle Global settings OFF to customize settings for the agent

      Step 7: Configure SMS visibility (optional)

      If SMS access is required, choose the appropriate level of visibility:

      • Global settings

      • Access to all SMS

      • Access only to SMS assigned to their number

      Step 8: Assign phone numbers (optional)

      If the agent should use a specific number:

      • Assign an existing number to the agent during setup
        (You can also assign numbers later if needed.)

      Step 9: Add the agent to a group (optional)

      If the agent is part of a team, assign them to a relevant group such as:

      • SDR group

      • CSM group

      • Any other group based on your company structure

      Step 10: Add the agent

      1. Review the information entered.

      2. Scroll to the bottom.

      3. Click Add agent.

      ✅ The agent will now be added successfully and available inside CloudTalk.

      Who can do this (permissions)

      To add a new agent in CloudTalk, you must have one of the following roles:

      • Administrator

      • A role with permission to manage agents/users

      If you do not see the Add agents option, you likely do not have the required access.