1. Converting an Agent to Collaborator:
Unfortunately, there isn’t a direct way to convert an agent to a collaborator. The agent's profile will need to be deleted, which converts it into a contact.
After deletion:
1. Navigate to Customers > Contacts.
2. Select the contact profile of the previous agent.
3. Click on Convert to agent and choose the Collaborator role from the options provided.
Important Note: Deleting an agent does not entirely erase data but will cause tickets assigned to this agent to become unassigned. To prevent this, ensure tickets are reassigned to another agent or collaborator before deletion.
2. Converting a Collaborator to Agent:
Follow these steps to convert the collaborator to an agent:
1. Navigate to Admin > Teams > Agents > Collaborators Tab.
Select the collaborator profile and delete it, which converts it into a contact.
2. Navigate to Customers > Contacts.
3. Select the contact profile of the previous collaborator.
4. Click on Convert to agent and choose either Full-time agent or Occasional agent as needed.
Ensure the agent license released by deleting the current agent (step 1) is used here, eliminating the need to purchase additional licenses.