Agents
Heedify supports agent provisioning via Microsoft Graph user search and a four-tier licence model, integrated with Microsoft Teams so that Teams presence drives queue routing inside the Heedify contact center.
This section covers agent provisioning and the licensing model.
- Agents — Microsoft Teams users you declare as Heedify agents, with their licence tier and per-agent call-recording settings.
- Agent Profiles — reusable configuration templates applied to agents, including Call On Behalf Of (OBO).
- Licences — licence inventory and per-Entity allocation.
Works with: Microsoft Teams, Microsoft Graph, Teams Phone, webhook-based storage and compliance tools.