Sometimes, there is a need to convert a contact to an agent.
This case may come when a support agent Sign In for the first time, but the person is not added as an agent. So, automatically a contact account is created. In this case, this option can be used to convert a contact to an agent. Another case is when you want to convert an employee as an agent, who has joined the support team in later.
For converting a contact to an agent. Follow these steps:
Step 1: Search for a user and click the name. If a user is in contact, it opens the contact profile page. If a user is already an agent, it will open the Agent profile. In this case, you have to do nothing, since the user is already an Agent.
Step 2: Click the Convert to Agent option.
Step 3: Fill the required details and click Update.
Note: You must have permission to manage the agent else this option will not be visible.