Managing Agents and Teams in Mumble

TL;DR

The Agents area in Mumble is where an admin adds staff to the account, groups them into teams, and decides who sees what. Four permission roles (Rep, Team Manager, Department Manager, Admin) govern access to conversations, campaigns, settings, and content creation. This article walks through adding a new agent, what each role can actually do, setting up teams, and managing the fast messages bank.

The most important point: every plan includes an agent quota separate from the admin quota, and 2FA is enabled by default for every new agent.

How the Agents area is structured

The Agents area is accessible from the main menu and has four tabs:

• Agents. A list of all users in the account, a creation form, and login history.
• Teams. A list of teams and the agents in each one.
• Fast Messages Bank. Managing fast messages, both global to the whole account and personal to an agent.
• Agent Insights. Performance per agent (in internal testing; not all accounts see it).

Access to each tab depends on permissions. An agent sees only themselves. An admin sees everything.

Creating a new agent

In the Agents tab, a purple + button in the corner opens the agent creation form. The form fields:

1. Agent name. The name that appears in the agents list and everywhere the agent handles a conversation.
2. Phone number. With a country-code selector. Not used to log in, but useful for internal records.
3. Email. Used as the login username. Must be unique within the account.
4. Password. Must contain at least one uppercase letter, one number, and one special character. The message that appears when the check fails: “The password must contain at least one uppercase letter, one number, and one special character.”
5. Permissions. A choice of four roles. The menu default is “Chat Agent,” which is the basic role.
6. Enable two-step verification. On by default, and that’s the right choice not to change. The code is sent to the agent on WhatsApp at the phone number set on their card, and if WhatsApp isn’t available they can request the code by email. When you turn off 2FA, a warning appears: “Disabling two-step verification will reduce the protection on your account.”
7. Add the agent to a team. Optional at creation. The default is no team, and you can add one later.

Two ways to onboard a new agent

After saving the form, there are two ways to get the agent into the system:

• Email invitation. Mumble sends the agent an email with an activation link. The agent clicks it, logs in, and sets their own password.
• Handing over credentials manually. The admin passes the email and password to the agent through a secure channel (a password manager, a face-to-face conversation, and so on). The agent logs in with those credentials.

Both ways work. An email invitation exposes the password less, but it requires the agent to check their inbox. Handing over credentials manually is faster for an agent who’s already sitting next to you.

The four permission roles

Mumble has four permission roles, from lowest to highest. Each role includes everything the role below it can do, plus more.

1. Rep

The basic role, suited to service and sales staff who handle only their own queue. A rep can view only the conversations of customers assigned to them, edit their own user details, manage fast messages, and send message templates from within the chat screen only. They can’t open the Campaigns page or create a campaign.

2. Team Manager

Suited to a shift lead or the manager of a small group of agents. Includes all the rep’s abilities, and in addition can view the conversations of themselves and the reps on their team, access the Campaigns page and the Message Templates page, and send campaigns.

3. Department Manager

Suited to an operations manager who needs a cross-cutting view. Includes all the abilities of the rep and team manager, and in addition can view all customer conversations (except those assigned to an admin account), view the Customers page and the Lists page, create and edit customers and lists, and manage chatbots.

4. Admin

Full access to the account, suited to system owners and IT managers. Has full access to the entire system, including managing users, data, customers, campaigns, chatbots, message templates, Dolores AI, and all account settings (Personal Profile, Business Profile, Technical Profile, API key, webhooks). Conversations assigned to an admin are private, and even a department manager can’t see them.

The Admin role grants access to all API keys and all business information, so assign it carefully. In many cases one or two admins are enough, with everyone else at the Department Manager level.

Quick comparison table

Creating a team and assigning agents

A team in Mumble is a group of agents under a shared name. A team serves two roles in the system:

• Defining the viewing scope for a team manager. A team manager sees the conversations of the agents assigned to their team.
• A target for automatic assignment of conversations and customers. You can assign a conversation or customer to an entire team instead of a single agent, and all the agents on the team will see it.

How to create a team

1. Go to the Teams tab in the Agents area.
2. Click the + button in the corner.
3. Give the team a descriptive name (for example “Service Team,” “B2B Sales Team,” “Night Shift”).
4. Pick which agents to include from the list of agents.
5. Save.

Teams are flat. There’s no hierarchical structure of a team within a team. If you need to split a large group by role or location, create several separate teams.

Editing an existing team

In the Teams tab, clicking a team name or the edit icon opens the same form. You can add agents, remove them, or change the team name. Changes take effect immediately.

Fast messages bank

Fast messages are pre-written replies an agent inserts into the chat screen with one click instead of retyping. The “Fast Messages Bank” tab is the central place to manage them. Two types:

• Global fast messages. Available to all agents in the account. Suited to standard replies everyone uses: a greeting, a sign-off, an answer to a common question, a referral to another department.
• Personal fast messages. Only the agent who created them sees them. Suited to a personal style or to replies specific to a particular role.

How to add a fast message

1. Open the “Fast Messages Bank” tab.
2. In the message field, type the text (up to 1,500 characters).
3. Optional: attach media (an image, a document, and so on).
4. If you want all agents to see the message, check the “Share with all agents” box. Without the check, the message is saved personally to the agent.
5. Click “Add fast message.”

Global messages appear in the first section of the page, under the heading “Global fast messages.” Below it, “My fast messages” shows the ones personal to the current agent. Deleting a global message affects all agents immediately.

Day-to-day management: login history and deleting agents

Account-wide login history

In the Agents tab, below the agents table, there’s a login log for the whole account. Each row is one agent login: the agent’s name, the login method (for example otp), device and browser, location, timestamp, and IP address. Useful for security checks, especially after a password change or a suspicion that someone accessed the account from the wrong device.

What happens when you delete an agent

Deleting an agent (the trash icon in the agents table row) doesn’t clean up after them automatically. Open conversations, customer assignments to the agent, team membership, and links from automations stay as they were. If the agent has left and their conversations need to move to another agent, the admin needs to do it manually:

1. Find all customers assigned to the departing agent (filter in the Customers tab).
2. Assign them to another agent or team.
3. Check whether the agent appears in the default routing or in automations, and update them there.
4. Only then delete the agent themselves.

Agent quotas by plan

Every plan includes a number of agent seats, plus one admin seat that isn’t counted against the agent quota. As of today:

If you need more, you can add agent packs in sizes of 3, 5, 10, 15, 20, or 30 and up (the last one requires contacting sales). The cost is set according to the main plan. Current pricing is on the pricing page.

Common setup examples

Small business: owner plus two agents

The owner as admin, the two agents on the Rep role. No teams. Each agent sees only their own conversations; the owner sees everything. Suited to a single shop, a small service office, or a solo entrepreneur with part-time support.

Mid-size service group: 8 agents, a manager, and an owner

The owner as admin, the service manager as a department manager, two shift leads as team managers, and eight agents split into two teams of four (morning shift / evening shift). The department manager sees all conversations, each shift lead sees their own team, and each agent sees their own personal queue. The critical conversations the owner wants to handle personally are assigned to the admin, and then only they can see them.

Company with multiple departments

One admin manages the account. Three teams: Sales, Customer Service, and Technology, each with its own team manager. Above them all, a department manager who can see everything. Automatic routing sends incoming conversations to the right team based on a list or based on the chatbot that classifies the inquiry.

Common issues

A new agent can’t log in

Cause: In most cases the reason is one of these: the agent reached the login screen but is entering the wrong password, the invitation email never arrived (spam folder), or 2FA requires a code the agent doesn’t know where to find.

Fix: The admin goes into the agent’s card and resets the password. If the email didn’t arrive, they can hand over the credentials manually. As for 2FA: the code is sent to the agent on WhatsApp at the number set on their card. If WhatsApp isn’t available at that moment, they can request the code to also be sent by email.

An agent sees fewer conversations than they should

Cause: If they’re on the Rep role, they see only conversations assigned to them personally. If you expect them to see the team’s conversations, you need to promote them to “Team Manager” and make sure they have a defined team.

Fix: Check the agent’s role in their card. If they’re on the Rep role and the goal is to see the team, promote them to team manager. Make sure they’re assigned to the same team whose conversations you want them to see.

A department manager can’t see certain conversations

Cause: The conversations they can’t see are assigned to an admin-level agent. An admin’s conversations are private, and that’s by design.

Fix: If the conversation doesn’t need to be private, the admin can reassign it to another agent or to the department manager. If the privacy is needed, the conversation stays with them.

A global fast message disappeared for agents

Cause: Someone with the right permission deleted it from the bank. A global deletion affects all agents immediately, with no further confirmation.

Fix: If the message was widely used, recreate it and check “Share with all agents” again. It’s worth documenting your critical global messages internally so you can restore them quickly.

I hit the agent quota cap but can’t create another

Cause: The current plan is limited to 3 or 5 agents (depending on the plan). An admin seat is counted separately and doesn’t free up an agent seat.

Fix: Buy an additional agent pack (3, 5, 10, 15, 20, or 30 and up) by contacting support or through the billing page. If one of the current agents is no longer in use, delete them first and then create the new one.

Related articles

• General account settings
• How to send a WhatsApp campaign in Mumble
• Creating a message template in Mumble
• Importing and uploading customers from a file

Bottom line

Permissions in Mumble are the tool that defines who sees what and who can do what. Admins get everything, so limit them; department managers are right for a cross-cutting view without access to keys and money; and team managers get exactly what they need to manage a group of agents working a queue. Agents see only their own personal queue, and that’s a sensible default.