Possible queries:
How to convert a collaborator to an agent?
Resolution path:
We cannot directly convert a collaborator to an agent. To convert a collaborator into an agent, we would need to first convert them into a contact and then convert the contact to an agent.
Steps to convert the collaborator to a contact
1. Navigate to Admin > Teams > Agents > Collaborator tab
2. Click on the collaborator profile which you want to convert to a contact
3. Click Convert to a contact
4. If you face any issues when converting the collaborator to a contact, you can make use of the below query to identify the reason for failure from logs.
Access sumologic tool using this link and use the below query to identify the request ID.
Query - "account_ID" AND "agents" AND "convert_to_contact"
From the resultant search look for value id and query the "id" value in haystack for the concerned time to identify the reason for failure.
Steps to convert the contact to an agent
1. Navigate to Customers > Contacts
2. Select the contact you want to convert to an agent
3. Click Convert to agent > choose Support - Full time agent / Support - Occasional agent > Convert
4. If you face any issues when converting a contact into an agent, you can make use of the below query to identify the reason for failure from logs.
Access sumologic tool using this link and use the below query to identify the request ID.
Query - "account_ID" AND "contacts" AND "make_agent"
From the resultant search look for value id and query the "id" value in haystack for the concerned time to identify the reason for failure.