> For clean Markdown of any page, append .md to the page URL.
> For a complete documentation index, see https://docs.6mm.com/llms.txt.
> For AI client integration (Claude Code, Cursor, etc.), connect to the MCP server at https://docs.6mm.com/_mcp/server.

# Agents and Permissions

> Agents and Permissions — Give each agent an individual account, choose a role and prepare reviewed quick replies. Organize access around the work each person performs, then verify it with that account.

Give each agent an individual account, choose a role and prepare reviewed quick replies. Organize access around the work each person performs, then verify it with that account.

1. **Create the account** — Identify the agent and account state.
2. **Assign the role** — Grant the modules and actions needed for the job.
3. **Verify the workflow** — Test access and prepare quick replies.

## Organize the support team

Use **Agent Management** to maintain agent accounts, roles and quick replies. Assign roles based on the modules and actions each person actually needs. Keep account credentials personal rather than sharing one administrator login across the team.

After changing a role, verify it with the affected account: visible menus, conversation monitoring, content editing and settings access can differ. Account state, session ownership and field-level checks still apply beyond the presence of a menu.

## MCP inherits the same identity

An MCP connection is bound to the authorizing tenant and agent account. AI does not receive a separate administrator role. The service reevaluates account permissions on calls; an unavailable tool cannot be enabled by guessing its name or supplying another tenant ID.

Manage connected applications in **System Settings → MCP Connection**. Revoke connections that are no longer needed. Logging out of the browser does not itself revoke an external AI application's authorization.

Role and agent-account changes through MCP require confirmation. When creating an agent through MCP, the initial password is entered by the user on the backend confirmation page rather than returned to the AI.

## Understand the three management areas

| Area            | What to maintain                                                                                                      |
| --------------- | --------------------------------------------------------------------------------------------------------------------- |
| Agent accounts  | Names, login emails, roles, enabled state and the reception controls exposed by the page.                             |
| Role management | The permitted modules and actions for a group of agents. Review the effect on existing members before saving changes. |
| Quick replies   | Reusable response titles, content, order and enabled state. Review translations where the feature is available.       |

### Prepare an agent for their first shift

1. Confirm the login email and intended role. Do not treat account availability, login state and working status as the same thing.
2. Review monitoring access, reception priority and maximum concurrent sessions where configured. These controls complement role permissions.
3. Ask the agent to sign in and verify the menus and handling actions needed for their work.
4. Prepare quick replies for common questions, then check that they contain current links and no visitor-specific information.

**Handover routine:** review open responsibilities before changing an agent's access. After a role or account change, verify the effective permissions rather than relying only on the role name.

## Common questions

#### Does an administrator-authorized AI act as an ordinary agent?

No. An MCP connection uses the account that authorized it. Connect with the account whose access is appropriate for the intended work.

#### Does signing out disconnect the external AI?

Signing out of the console is separate from revoking an MCP connection. Use System settings → MCP connection to revoke an application.

## Continue with

#### [Connect an AI assistant](/customer-support/mcp-connect)

Authorize the application with the appropriate account.

#### [Prepare for reception](/customer-support/workbench)

Learn the conversation workspace and handoff actions.