3. Provision agents

Heedify supports agent provisioning via the Agents module, integrated with Microsoft Teams — agents are Microsoft Teams users in your tenant declared as call handlers, and Heedify monitors their presence in realtime through Microsoft Graph to distribute calls.

You need an active or trial licence. Request a trial at heedify.io/en/request-a-demo.

Steps

  1. Open Agents from the sidebar
  2. Click +Add
  3. Search the agent by display name (at least 3 characters)
  4. Select the Entity you just created
  5. Pick a Licence level (CX Essentials, CX Elevate or CX Attendant)
  6. Select an Agent Profile — recommended for every agent (required for CX Elevate). It sets the agent’s region and common configuration.
  7. Click Save

Repeat for each agent you want to onboard.

Heedify agent provisioning form showing Microsoft Teams user search, Entity dropdown, licence level and Agent Profile selector

Agent Profile

It is recommended to select an Agent Profile when you provision an agent. The profile defines:

  • Region / location — Europe (EU), America (AMER) or Asia-Pacific (APAC). This sets where the agent’s calls are processed, so picking the region closest to the agent matters for latency and data residency.
  • Common configuration shared across agents — Call On Behalf Of (OBO) call flows and requeue-on-no-answer behavior — so you configure it once and reuse it for many agents.

An Agent Profile is required for agents on the CX Elevate licence and optional but recommended for the other tiers. Profiles are reusable across agents and Entities.

See Agent Profiles for the full reference and how to create one.

Key fields

Field Why it matters
Entity Scopes the agent to your organization
Licence level Determines features available to the agent
User principal callflow Displays call history in the Agent Console
Recording Entity Controls which calls are recorded

See Manage agents for the full reference.

FAQ

Do I need an extra Microsoft Teams licence to add an agent?

The agent must already have a Microsoft Teams user account in your Microsoft 365 tenant. Heedify does not provision Teams accounts itself — it consumes the Microsoft Graph presence and call signals of existing Teams users.

Can one agent belong to multiple Entities?

Each agent record is scoped to one Entity. The same Microsoft Teams user can be provisioned as a separate agent in another Entity if needed.

What happens if I remove an agent from Heedify?

The agent stops receiving queued calls and is removed from queues and groups. Their Microsoft Teams account is untouched — only the Heedify agent record is deleted.

Works with: Microsoft Teams, Microsoft Graph, Microsoft 365, Heedify Agent Console, Entities.

Next → 4. Create a queue