Why two kinds of agent
Customer agents answer your clients’ customers. Operator agents work for your team. The kind is set at create and never changes.
TB
Talha Bera · 1 min read
Every agent in Relay is one of two kinds. A customer agent talks to your clients’ customers on the website widget, WhatsApp, Instagram or Shopify. An operator agent works for your team inside the company: it runs versioned sessions with the tools you enable.
Set once, at create
The kind is chosen when the agent is created and never changes. There is no conversion between kinds, so a channel-facing agent can never pick up an internal tool by accident, and an operator agent never answers on a public channel.