Manage agent records

An Agent record links one platform user to an operating Branch and, optionally, to an agent operating Account. It is an operational CRM record with its own maker-checker lifecycle. It is separate from the user's Role and from the Role's Workbench and Dashboard access settings.

Access required

You need Read Agent and access under your data-access scope to open Agents. Organization scope permits Agents in your tenant. Branch scope uses the Agent's Branch. Self scope permits only the Agent record linked to your own user.

The corresponding Agent permission controls each action:

• Create Agent creates a draft and permits its maker to correct or resubmit it;
• Update Agent permits another user to edit an eligible draft, change an operational status, link an operating Account, or propose changes to an Authorized Agent;
• Export Agent permits list exports and Download PDF;
• Delete Agent permits deletion of an eligible draft or rejected record;
• the exact current L1, L2, or L3 Agent authority is required for a checker decision.

Maker-checker separation still applies: the maker or last modifier cannot authorize their own record.

Create an Agent

Open Customer Relationship → Agents, then select Create Agent.

On General:

1. L0 users first select the Company / Tenant.
2. Select the Agent's Branch.
3. Select the existing active User Account for that Branch.
4. Enter an optional Work Address.

The User record remains the source of the Agent's name, email, phone, and user working hours. Branch and User Account cannot be changed after the Agent is created. remoteEaze generates the Agent Number from the Branch numbering structure.

On Location, enable Location Restrictions only when the Agent must operate inside a defined geographic area, then define its centre and radius. The detail page later shows the last system-tracked location when available.

Select Save as Draft to keep the record Captured, or Save & Submit to start its maker-checker lifecycle. If Create Agent requires zero approvals, submission authorizes the Agent immediately. Otherwise, checkers act in the configured L3 → L2 → L1 sequence.

Review and authorize the Agent

Open the Agent from the list. The detail page shows the Agent Number, linked User, Branch, optional operating Account, working configuration, audit actors, external IDs, Approval Status, and operational Agent Status.

The maker-checker panel presents only the actions available under the signed-in user's authority and the current record state. A rejection requires a reason and returns the record for correction. Denial is terminal.

Maintain an Authorized Agent

Select Amend or Propose Amendment to change the Work Address or geo-location restriction. The live Agent remains unchanged until the amendment is applied. If Update Agent requires zero approvals, the amendment is applied immediately; otherwise it follows the normal amendment approval sequence.

User Account, Branch, Agent Number, and linked operating Account are not ordinary amendable fields.

Link an operating Account

The Agent must first be Authorized. Separately create and authorize an Account with This is an agent operating account selected. The Account must use a customer-facing Product, have no Customer owner, and belong to the same Branch as the Agent.

On the Agent detail page, select Link beside Operating Account, choose the eligible Account, then select Link Account. Linking is immediate and permanent in the current interface, and the same Account cannot be linked to a second Agent. remoteEaze also creates the Agent's primary-holder mandate for the Account.

Change the operational Agent Status

An Authorized Agent has a separate operational status: Active, Suspended, or Terminated. Select Change, choose the next status, and confirm. Suspended and Terminated require a reason of at least five characters. This is an immediate status update rather than an amendment.

Approval Status and Agent Status serve different purposes. Approval Status records maker-checker progress; Agent Status controls whether a field agent can use server-backed Workbench functions. Only an Authorized Agent whose Agent Status is Active can use those endpoints. Suspending or terminating an Agent blocks the Agent at their next server request or synchronization attempt.

An offline device cannot receive a status change until it contacts the server. Actions already captured offline remain on the device, but the server rejects their synchronization while the Agent is not Active.

Delete an Agent draft

The Danger Zone is available only for an active Captured or Rejected Agent when you have Delete Agent. An Agent with linked customers cannot be deleted. Authorized and Denied Agents cannot be deleted through this action.

Agent record versus Workbench access

Creating or authorizing an Agent record does not itself grant Workbench access. Workbench access comes from a Role marked as a field-agent role. Dashboard access is the separate Allow Dashboard Access role setting and can be enabled for the same role.

The user also needs the entity/action permissions required for the work they will perform. See Create and manage roles, Dashboard and Workbench access, and Before enabling Workbench.