Staff & Agent Seats

Staff users represent the support agents, team leads, specialists, and administrators who log into Salamandr to triage queues, reply to tickets, and manage platform configuration.

---

1. Staff Roles & Capabilities

Salamandr provides built-in system roles as well as custom RBAC roles (Enterprise):

• Admin: Full administrative access across all tenant settings, licensing, billing, mailboxes, channels, and team assignments.
• Agent: Access to ticket queues, live chat console, customer directory, internal knowledge base, and personal productivity reports.
• Custom Role (Enterprise): Fine-grained permission sets defined in Admin Panel → Access Control (e.g. Field Engineer, Billing Specialist, Audit Viewer).

---

2. Agent Seats & Fleet Quotas

• Seat Counting: Seats are counted based on active users with role: "agent" or role: "admin". Customer accounts do not consume licensed seats.
• Seat Limit: The maximum number of concurrently active agents allowed by your deployment license.
• Fleet Quota (Multi-Instance): In multi-instance deployments, an Enterprise license pool can allocate specific seat quotas per instance (e.g. 15 seats on Instance A, 10 seats on Instance B).

Checking Seat Usage

Navigate to Admin Panel → Users & Team or query the API:

GET /api/v1/users/seats
Authorization: Bearer <API_TOKEN>

Response (200 OK):

{
  "count": 7,
  "limit": 10,
  "message": "3 seats remaining"
}

---

3. Inviting New Staff Members

1. Go to Admin Panel → Users & Team → New User.
2. Fill in the agent’s name, email, role, and optional phone number.
3. Check Send email invitation or generate a direct invite link.
4. The agent receives an invite link (/invite/{token}) to set their secure password and configure Two-Factor Authentication (2FA).

---

4. Workload Balancing (Max Concurrent Conversations)

To prevent agent burnout and maintain low response times, administrators can configure a Max Concurrent Conversations threshold per agent:

• When an agent reaches their active ticket limit (e.g. 5 concurrent chats/tickets), the routing engine skips them during round-robin or skill-based distribution.
• Once the agent resolves or closes a ticket, their capacity reopens automatically.

---

5. Staff Two-Factor Authentication (TOTP)

All staff members can protect their accounts using standard TOTP apps (Google Authenticator, 1Password, Bitwarden, YubiKey):

1. Click user avatar in bottom left → My Profile → Security.
2. Click Enable Two-Factor Authentication.
3. Scan the QR code and enter the 6-digit confirmation token.
4. Download emergency recovery codes.