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.
Steps
- Open Agents from the sidebar
- Click +Add New Agent
- Search the agent by display name (at least 3 characters)
- Select the Entity you just created
- Pick a Licence Tier (CX Essentials, CX Elevate or CX Attendant)
- Select an Agent Profile — recommended for every agent (required for CX Elevate). It sets the agent’s region and common configuration.
- Click Save
Repeat for each agent you want to onboard.
Agent Profile
It is recommended to select an Agent Profile when you provision an agent. The profile defines:
- Region / location — Europe, America or Asia-Pacific
- Call On Behalf Of (OBO) — call flows the agent can use for outbound calls
- Recording permissions — whether the agent can start/stop call recordings
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.
Licence tiers at a glance
The form fields vary depending on the selected Licence tier:
| Licence tier | Agent Profile | Advanced section | Use case |
|---|---|---|---|
| CX Attendant | Optional | No | Receptionist / basic call handling |
| CX Essentials | Optional | No | Standard contact-center agent |
| CX Elevate | Optional | Yes (recording, P2P reports) | Advanced agent with call recording |
See Manage agents for the full field reference and licence behavior.
Next → 4. Create a queue