Admin and team

What's included

Replify maps to your existing WordPress users. Any user with a qualifying role can be added as an agent. The free tier supports up to 3 agents with full role-based permissions, departments, teams, and status indicators. Pro removes the agent limit and adds performance metrics and safe agent deletion with reassignment.

Adding agents

Go to Replify → Team → Add Agent. Select an existing WordPress user or create a new one. When you add someone as an agent, you assign them:

• A Replify role (separate from their WordPress role)
• One or more departments
• Optionally, one or more teams
• A custom avatar (or use their Gravatar)

The agent immediately appears in assignment dropdowns, routing rules, and the team directory.

Roles and permissions

Replify has a 6-permission system. Each permission controls access to a specific area:

• Manage tickets. View, reply, change status/priority on tickets.
• Manage chats. View and respond to live chat sessions.
• Manage KB. Create, edit, and publish knowledge base articles.
• Manage team. Add/remove agents, change roles, edit departments.
• Manage settings. Access Replify's global settings (widget, AI, automations).
• View reports. Access analytics and performance dashboards.

Replify ships with three built-in roles (Admin, Agent, Viewer), but you can create custom roles with any combination of the six permissions. Custom roles are available on the free tier.

Departments and teams

Departments represent functional areas (Support, Billing, Technical). Each department has a name and colour. Departments are used for routing in the widget pre-chat form and in automations (Pro).

Teams are smaller groups within or across departments. They exist for organisational visibility, not routing. An agent can belong to multiple departments and multiple teams simultaneously.

Both departments and teams display their assigned colour in the agent list and on tickets/chats for quick visual identification.

Agent status

Agents have three statuses:

• Active. Online and available for new conversations.
• Away. Logged in but not actively handling new chats (existing assignments still show).
• Offline. Not logged in or explicitly set to offline.

Status updates in real time. The widget can be configured to show "All agents are offline" when no one is active, prompting the visitor to leave a ticket instead.

Free tier limits

The free tier supports up to 3 agents. This includes all roles (even Admin). If you need a 4th agent, upgrade to any Pro plan. There is no feature difference between free and Pro agents beyond the count limit and the Pro additions below.

Pro additions

• Unlimited agents. No cap on team size.
• Performance metrics. Per-agent dashboard showing average response time, chats handled, tickets resolved, and completion rate over configurable time periods.
• Delete with reassignment. When removing an agent, Pro lets you reassign all their open tickets and chats to another agent in a single step. On free, you must manually reassign before removing.