How to Resolve “Email Already Used” Error When Adding Agents
When adding a new agent in BoldDesk, you may encounter the error message:
Email has already been used for another contact account
This article explains why this happens and how to resolve it using only BoldDesk’s built‑in features.
Issue Overview
BoldDesk maintains unique email addresses across user types. An email address cannot exist simultaneously as both:
- a Contact, and
- an Agent.
If the email you are trying to assign to a new agent already exists under Contacts, BoldDesk blocks the agent creation to prevent duplication and data conflicts.
When This Error Occurs
You will see this error when:
- The email address already exists in the Contacts module.
- You attempt to create a new agent using that same email.
- The existing record has not yet been converted to an agent.
Recommended Solution: Convert the Contact to an Agent
If the email already exists as a contact, the correct approach is to convert that contact into an agent instead of creating a new agent record.
To achieve this, follow the given steps:
-
Go to Contacts from the Agent Portal.
-
Search for the contact using the email address.
-
Open the Contact Profile.
-
Select Convert to Agent from the available actions.
-
Confirm the conversion to complete the process.
In BoldDesk, phone numbers can be used to create contacts, depending on your contact creation configuration. If the same customer uses multiple phone numbers, BoldDesk may create separate contact records for each number. To maintain a single, accurate contact profile, you should manually merge those contact records as needed. For more information, explore further instructions about How Phone Identity Matching Works in BoldDesk.
Alternative Option
If you do not want to convert the existing contact:
- Create the agent using a different email address that does not already exist in Contacts.
The agent performing this action should have “Manage Agent” Permission. Else this option will not be visible. For more information on Roles and Permissions in BoldDesk, explore further instructions about Managing Roles and Permissions in BoldDesk.
FAQs
-
Why does BoldDesk prevent using the same email for contacts and agents?
BoldDesk enforces unique email identities to avoid conflicts in roles, permissions, and ticket ownership. -
Can I reverse the conversion from agent back to contact?
No. BoldDesk does not support converting an agent back into a contact. -
Who can see the “Convert to Agent” option?
Only agents with the Manage Agent permission can view and use this option. -
Can I add the same email as an agent in multiple brands?
No. An email address can belong to only one user identity across the account.
