Skip to main content

How to Choose Who May Use an AI Agent

An agent that is on is used only by the people switched on in its list. On the agent's page on the AI agents screen, the part headed Who may use and the agent's name lists everybody who could use it, each with an Active switch. Open the menu, choose AI agents under Administration, and press Open on the agent's line.

How do I let somebody use an AI agent?​

Open the agent on the AI agents screen, find the person under Who may use, and turn their Active switch on. The change is made at once; there is no Save.

  1. Open the menu and choose AI agents under Administration.
  2. Press Open on the agent's line.
  3. Type part of the person's name or e-mail address in Search by name or email under Who may use.
  4. Turn on the Active switch on their line.

The line then says, for example, that the person "is on Victoria’s list at AgentDesk." The switch moves only once AgentDesk has answered. If it could not be done, the reason is shown under the person's line instead, and the switch stays where it was.

The heading of the list counts how many are on it, for example "2 of 3 active". The list itself is kept at AgentDesk, not in ABM Service: AgentDesk knows each person by their e-mail address, so two people who share one address are switched on and off together.

Your choices here decide who can use the agent. For ABM Service AI, somebody who is not switched on still sees Fill in with AI and Voice note on the call screen, but pressing them tells them they are not on the list yet; you, as user 1, get Open AI agents to come straight here.

Who is listed under Who may use for each AI agent?​

The people under Who may use on an agent's page on the AI agents screen depend on who the agent is for, and the line under the heading says so:

  • ABM Doc Agent, Fiona and ABM Service AI — "ABM users with an e-mail address. AgentDesk knows them by it." Every ABM user on ABM's list of users is listed, shown as "ABM user" and their number.
  • ABM Portal Doc Agent — "Customers who can sign in to the customer portal. Switch somebody on and AgentDesk knows them by their e-mail." Every Customer portal sign-in you have given access to is listed.
  • Victoria — the same words, but only the Customer portal sign-ins that can actually sign in to the portal are listed.
  • Riley — "Engineers with an e-mail address and a handheld password: the mobile app signs them in." Every active engineer is listed.

Some customers' lines carry a note after their details. On Victoria's list, "Log a call is switched off on their sign-in, so Victoria will refuse their calls." means their Customer portal sign-in does not have Log a call ticked. On ABM Portal Doc Agent's list, "Has never set a password, so cannot sign in to the portal yet." means they have not set their first password. You can still switch them on; put the sign-in right on the Customer sign-ins screen for them to use the agent.

If AgentDesk's list holds somebody who matches nobody in ABM, a line says "Also on AgentDesk’s list, and nobody here:" with their e-mail addresses. They can still use the agent until they are taken off at AgentDesk itself.

Why can't I switch somebody on for an AI agent?​

A person whose switch cannot move on the AI agents screen has the reason on their line, and pressing the switch says it again under the line:

  • "No e-mail address on their ABM user. AgentDesk knows people by their e-mail." — the agents know office staff by the e-mail address on their ABM user. Whoever looks after ABM at your company adds one in ABM; nothing on the Administration screens can.
  • "No e-mail address on their engineer record. AgentDesk knows people by their e-mail." — the same for an engineer, on their engineer record in ABM.
  • "No handheld password, so they cannot sign in to the mobile app, where Riley is." — the engineer needs a handheld password in ABM before Riley can be used.

When nobody at all can be moved, a line above the list starts "Nobody can be switched on or off here until AgentDesk’s list can be read:" followed by why: the agent is not set up, it is turned off and its key was forgotten, its key is no longer accepted, or AgentDesk could not be reached. Set the agent up again, or try later. While AgentDesk's list cannot be read, the switches do not show who is really on it.

What happens when I switch somebody off an AI agent?​

Pressing a switch that is on, on the AI agents screen, first asks under the person's line, because switching somebody off takes effect at once. For every agent except ABM Service AI it says: "Switching" the person "off also unpairs any phone they paired with" the agent, "and they stop being able to use it at once." For ABM Service AI, which has no phone to pair, it says they stop being able to use it at once.

  • Switch off — takes them off the agent's list at AgentDesk. The line then confirms it and says any phone they had paired is unpaired; for ABM Service AI, that they can no longer use it.
  • Keep on — leaves them as they were.

A person you switch off can be switched on again at any time. A phone that was unpaired has to be paired again, the way it was paired the first time; for Fiona and Victoria that is Pair a phone under Log by voice.

Switching somebody off one agent changes nothing about the others, or about their sign-in to ABM Service or the Customer portal.

How do I find somebody in the Who may use list?​

Under Who may use on an agent's page on the AI agents screen, type part of a name or e-mail address in Search by name or email; the list narrows as you type.

The two buttons beside the search choose what is shown:

  • Everyone — everybody who could use the agent, with the number in brackets.
  • On the list — only those switched on. With nobody on it, the screen says "Nobody is on AgentDesk’s list yet. Switch people on under Everyone."

The list shows at most 200 people at a time and then says how many more there are, with "narrow the search." Each person's line shows their name, their e-mail address or "no e-mail", what they are, and the Active switch.