Can I bulk-import agents into Heedify?

No. Agents are created one at a time from the Heedify Agents page by searching a Microsoft Teams user in your Microsoft 365 directory and assigning a licence tier and Entity.

Why doesn't my Microsoft Teams user appear in the agent search?

The search calls Microsoft Graph against your Microsoft 365 directory and requires at least three characters. Check the display name, confirm the user is licensed for Microsoft Teams, and try the email's local part.

What licence do I need to enable per-agent call recording in Heedify?

Call recording and the Advanced section appear only on CX Elevate and CX Experience licence tiers. CX Essentials and CX Attendant do not expose per-agent recording controls.

What happens to the licence when I delete an agent?

Deleting an agent releases the licence back to the Entity inventory immediately and removes the agent from every queue they were a member of.

Manage agents

Heedify supports agent provisioning via Microsoft Graph user search and a four-tier CX licence model, integrated with Microsoft Teams so that an agent’s Teams presence drives queue routing and call recording. An agent is a Microsoft Teams user declared as a Heedify agent. Heedify monitors agent presence in real time to distribute customer calls and to record activity for reporting.

You need an active or trial licence to provision agents. Request a trial at heedify.io/en/request-a-demo or contact sales.

Agent list

Open Agents from the sidebar to see the agents that already exist in your tenant.

Column	Description
Name	Microsoft 365 display name of the agent
Email	Agent’s primary email address
Entity	Entity the agent belongs to
Licence	Licence tier assigned to the agent
Action	Edit and delete icons

Each column has a filter icon. Click it to reveal an inline text input and filter the list by that column. Columns are also sortable. The list only shows agents you have permission to read.

Creating an agent

Open Agents from the sidebar.
Click Add New Agent in the top-right corner.
On the Agent configuration tab, search the user by display name. Results come from your Microsoft 365 directory via Microsoft Graph and require at least three characters.
Pick the user from the suggestions, then fill in Entity, Licence tier and Agent Profile.
(Optional) Open the Agent queue tab and order the queues this agent serves.
Click Save. Use Cancel to discard your changes and return to the list.

Tabs

The agent editor has two tabs at the top:

Agent configuration — identity, Entity, licence and profile (described below).
Agent queue — list of queues the agent is a member of. When the agent becomes available, queues are notified in the order shown. Use the up-arrow next to a queue to raise its priority. Queue membership is set from the Queues module — this tab only reorders.

Agent configuration fields

The Agent Configuration tab contains the following fields:

Field	Description
Agent Name	Microsoft 365 display name. Search requires at least 3 characters. Read-only after creation.
Entity	Entity the agent belongs to. Required. Read-only after creation.
Licence tier	Required. Available tiers: CX Attendant, CX Essentials, CX Elevate, CX Experience.
Agent Profile	Reusable settings template — see Agent Profiles.

Licence tier comparison

The form fields and features vary depending on the selected Licence tier:

CX Attendant

Basic licence for receptionists and simple call handling.

Agent Profile: Optional
Advanced section: No
Recording controls: No

CX Essentials

Standard contact-center agent licence.

Agent Profile: Optional
Advanced section: No
Recording controls: No

CX Elevate

Advanced agent licence with call recording and enhanced reporting.

Agent Profile: Required
Advanced section: Yes
Recording controls: Yes

CX Experience

Premium agent licence with full feature set.

Agent Profile: Optional
Advanced section: Yes
Recording controls: Yes

Advanced

The Advanced section appears only when the licence tier is CX Elevate or CX Experience.

Field	Description
Enable call recording	Turn on call recording for this agent. When off, no calls are recorded regardless of the recording scope below.
Include Peer-to-Peer calls in reports	When on, peer-to-peer Microsoft Teams calls placed or received by this agent are included in reporting alongside queue calls.
Recording scope	Which calls are recorded for this agent: All, Flow calls only, Peer-to-Peer, Public Switched Telephone Network.
Recording completion webhook	URL called by Heedify after a recording is saved. Use this to integrate with your storage or compliance tooling.

Licence behavior

The licence tier dropdown is populated from the licences provisioned to the selected Entity. If the Entity has no remaining licences of any tier, you cannot pick one.
CX Attendant automatically triggers a Unify consent grant for the agent so the Attendant console can operate. Switching an agent to a different tier later releases that consent.
Deleting an agent releases the licence back to the Entity inventory.

Changing an agent’s licence tier or Entity has downstream effects — recording, queue membership, and the agent profile may all need to be re-checked.

Editing and deleting

Click the pencil icon on a row to open the agent in edit mode. Agent name and Entity cannot be changed after creation.
Click the trash icon on a row, confirm the prompt, and the agent is removed. Their licence is released and they are unassigned from every queue they were a member of.