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How to Convert a Contact to Agent

Updated: Jun 17, 2025

Converting a contact to an agent is necessary when someone originally added as a contact takes on a formal support role. This involves updating their roles in the system to grant them access to features needed for customer support.

The change assigns them the agent responsibilities and fully integrates them into the support team, enabling them to manage and resolve customer issues effectively based on the permissions provided.

Contacts can manually be converted to agents by following these steps:

  1. Log into your BoldDesk account as an administrator and navigate to the contact module.

  2. Open the contact to be converted to agent and click on the more option.

  3. Click on convert to agent option.

    When this change is made, the system will open the form used to add a new agent based on your current settings.

    By default, the form includes system and custom fields that are shared between agents and contacts with details prefilled where available.

    However, fields specific to contacts won’t be carried over, even if they were previously filled or updated. To learn more about configuring user fields, refer to this article.

  4. Fill in the additional required agent details and click Update to save the changes.

Convert_contacts_to_agents.gif

  • Ticket and chat Access Scope will be set to Restricted, and role to Agent by default. However, you can modify these configuration as per your requirement. Please refer to this article.
  • To convert contacts to agents, an agent must have ‘Manage Agent’ permission enabled for their.

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Please watch this video tutorial for further information.

Related Articles

How to Convert an Agent to a Contact

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