Converting a contact to an agent is used when an existing contact needs agent access to work on customer support activities. The conversion updates the user’s role context so the user can be part of the support team and use agent features based on assigned permissions.

Please watch this video tutorial for further information.

What changes when you convert a contact to an agent

Agent profile is created from the contact record

When you select Convert to agent, BoldDesk opens the Add New Agent form using your current agent setup.

• Shared fields (system fields and custom fields that exist for both contacts and agents) are shown on the agent form and prefill when values exist.
• Contact-only fields are not carried over, even if the contact record contains values.

Learn more on How to manage user fields in BoldDesk.

Default values applied during conversion

When the agent form opens, BoldDesk applies the following defaults:

• Role: Agent
• Ticket and chat Access Scope: Restricted

You can change these defaults during setup if your permissions allow it. Learn How to manage roles and permissions.

Permissions required

To convert contacts to agents, the user performing the action must have the Manage Agent permission enabled.

Steps to convert a contact to an agent

To convert a contact to an agent, do the following:

1. Log in to your BoldDesk account as an administrator (or a user with Manage Agent permission).

2. Go to the Contacts module.

   

3. Open the contact record to convert.

4. Select More.

5. Select Convert to agent.
   BoldDesk opens the Add New Agent form based on current agent settings, with shared fields prefilled where available.

   

6. Enter the required agent-specific details.

7. Select Update to save.

   

Frequently Asked Questions

1. When should I convert a contact to an agent in BoldDesk?
   Convert a contact to an agent when that existing contact needs agent access to participate in support work and use agent features (based on the permissions you assign).

2. What happens to the contact record after converting it to an agent?
   BoldDesk opens the Add New Agent form using your current agent setup, and an agent profile is created from the contact record.

3. Which contact fields carry over to the new agent profile?
   Only shared fields (system/custom fields that exist for both contacts and agents) can prefill on the agent form when values exist. Contact-only fields are not carried over, even if they have values on the contact record.

4. What default settings are applied when the Add New Agent form opens during conversion?
   BoldDesk applies these defaults when the agent form opens:

   • Role: Agent
   • Ticket and chat Access Scope: Restricted
     You can change these defaults during setup if your permissions allow it.

5. What permission do I need to convert a contact to an agent?
   The user performing the conversion must have the Manage Agent permission enabled.

Related articles

1. How to Convert an Agent to a Contact.
2. How to manage user fields in BoldDesk.
3. How to manage roles and permissions.