Is an agent profile required in Heedify?

Yes for the CX Elevate licence tier — an agent profile must be assigned before you can save the agent. For CX Essentials, CX Experience and CX Attendant the profile is optional.

What is Call On Behalf Of (OBO)?

OBO lets a Heedify agent place an outbound Microsoft Teams call using a selected call flow's phone number as the outbound caller-ID instead of their own. The profile defines which flows the agent can call on behalf of.

Can the same agent profile be assigned to agents in different Entities?

Yes. Agent profiles are not bound to a single Entity, so one profile (e.g. a Europe profile with a given OBO list) can be reused by agents across Entities.

What does Requeue Unanswered Transferred Call do?

When enabled, if an agent transfers a call and the destination does not answer, Heedify automatically sends the call back to the original queue instead of releasing it.

Agent Profiles

Heedify supports reusable agent configuration templates via agent profiles, integrated with Microsoft Teams call flows so that agents share common Region, OBO callflow and requeue-unanswered-transferred-call behavior. Agent profiles are reusable configuration templates that you apply to one or more agents. Use them to share common behavior — region, OBO settings, requeue policy — without re-configuring each agent individually.

Agents on a CX Elevate licence must be assigned an agent profile. For CX Essentials, CX Experience and CX Attendant the profile is optional.

Agent profile list

Open Agent Profiles from the sidebar to see the profiles already created in your tenant.

Column	Description
Display Name	Profile name shown in the agent editor
Region	Data region the profile applies to
Action	Edit and delete icons

Each column has a filter icon that reveals an inline text input. Columns are sortable. The list only shows profiles you have permission to read.

Creating a profile

Open Agent Profiles from the sidebar.
Click Add New Agent Profile in the top-right corner.
Fill in the fields below.
Click Save. Use Cancel to discard your changes and return to the list.

Fields

The profile form is organized into three tabs:

General

Field	Description
Agent Profile Name	Display name for the profile. Required.
Region	Data region — Europe, America or AsiaPacific. Required. This sets where the agent’s calls are processed, so picking the region closest to the agent matters for latency and data residency.

Call On Behalf Of (OBO)

Select the call flows that agents with this profile can use to place outbound calls on behalf of. The Default flow is preselected in the Agent Console dial pad — the agent can still switch to another selected flow or call as themselves.

Column	Description
CALL FLOW	The call flow name
SELECTED	Check to allow the agent to use this flow for OBO calls
DEFAULT	The flow preselected in the dial pad

Recording

These permissions control the START and STOP buttons during a call. They also require the recording licence to be assigned.

Setting	Description
Agent can start a recording	Toggle to allow the agent to start recording a call
Agent can stop a recording	Toggle to allow the agent to stop an active recording

Applying a profile

Open an agent, pick the profile from the Agent Profile dropdown on the Agent configuration tab, and click Save.

Editing and deleting

Click the pencil icon on a row to edit the profile. Changes apply to every agent currently using it.
Click the trash icon on a row, confirm the prompt, and the profile is removed. Agents that used the profile keep working, but lose the profile’s OBO and requeue settings.