Rights of an agent

In addition to being able to send messages, an agent can perform the following actions in the platform:

• Adding quick replies/Quick reply messages
• Adding a note to a conversation
• Adding a label to a conversation
• Update contact information
• Add contact lists
• Assign a conversation to a colleague
• Archive a conversation

If the Manager has set up channel settings to allow an agent to delete conversations, an agent can also delete conversations. If a conversation is deleted, it cannot be retrieved.