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Inviting and Managing Agents in Taalk Connect

Taalk Connect allows you to easily onboard human agents and assign them properties like states and roles (e.g., closer, setter), which directly power intelligent routing logic.

✅ Inviting New Agents

  1. Go to Contact Center → Agents

  2. Click the “Invite” button to open the invite modal.

  3. Paste email addresses

    You can enter multiple email addresses separated by:

    • Commas

    • Spaces

    • Line breaks

  4. Click Invite

  5. The invited users will receive an email prompting them to complete their account setup.

📝 Tip: Ensure the email domain isn’t blocked by spam filters to guarantee delivery.

Screenshot 2025-07-25 at 11.04.42 AM

 

👤 Agent Profiles & Status

After invitation, agents appear in the Agent Directory, where you can view their:

  • Online/Offline status

  • Assigned tags (e.g., closer: true)

  • Assigned territories (e.g., states: ["CA", "WI"])

This view helps supervisors quickly assess agent readiness and capacity.

⚙️ Managing Agent Properties (for Routing)

To enable call routing based on agent specialization, you must define agent properties:

How to Assign Agent Properties:

  1. Click on the agent card (e.g., “dev” ).

  2. In the profile editor, add routing-relevant fields:

      • Type: List

      • Value: e.g., CA, WI

      • Field Name: states

       

    • Field Name: closer

      • Type: Boolean

      • Value: true

       

    These tags are used to match Routing Rules — for example:

If agent.closer = true AND state = "CA" → assign call

📌 Agents without matching tags will be excluded from specific call routes.

🔄 Suspend or Reactivate Agents

To temporarily disable an agent:

  1. Open the agent’s profile

  2. Click the Suspend button at the bottom

Suspended agents will no longer receive routed calls and won’t count toward online totals.

🧠 How Properties Power Routing Rules

Routing Rules in Taalk Connect can use any agent-level field as a condition. Example rules might include:

Rule Condition

Matches Agent With…

states = "CA"

Agent who serves California

closer = true

Agent marked as a sales closer

language = "Spanish"

Agent who speaks Spanish

This gives admins full control over which agents handle which types of calls — all from within the Contact Center → Routing module.

Need Support?

Need help designing your routing structure or importing agents in bulk? Reach out to support@taalk.ai and our onboarding team will assist.