---
url: >-
  https://docs.oakmega.com/en/guide/service-center/setup-members-and-organizations.md
description: >-
  To reply to customers in Service Center, you first need to be added as an
  agent and placed in an organization. This article shows admins how to add
  agents, choose their role, create organizations, and what happens when you
  delete an agent or organization.
---

By the end of this article you'll be able to add teammates to Service Center as **agents**, give each one the right **role**, and create **organizations** so conversations reach the right people.

## Before you start

* **Only workspace admins can open Service Center Setting.** Other members don't see the entry point on the Service Center page.
* Anyone you add to Service Center must **already be a member of this workspace**. If a teammate isn't in the workspace yet, an admin needs to invite them first.
* People who aren't agents yet see "**Your account has not been added as an agent**" when they open Service Center. The first step below fixes that, and admins can add themselves too.

## Three basic concepts

Service Center Setting has three tabs: **Agent**, **Role** and **Organization**. This table explains what each one is:

| Tab | What it is | What it decides |
|---|---|---|
| **Agent** | People who can use Service Center, picked from workspace members | Who can open Service Center, and how many agent seats are used |
| **Role** | A set of permissions, such as "Manager" or "Agent" | Which conversations this person can see and handle |
| **Organization** | A group of agents who handle the same kind of conversations, such as "VIP Support" | Which group a conversation is assigned to |

Each agent has **one role** and can belong to **several organizations**. A Service Center organization isn't the same as a workspace: one workspace can have many organizations.

## Open Service Center Setting

1. In the navigation bar, click **Service Center**, then choose **Service Center**.
2. Click the settings button in the top-right corner of the page and choose **Service Center Settings**. If you're not an agent yet, a **Service Center Settings** button appears in the middle of the page instead.

## Add an agent

1. On the **Agent** tab, click **Create Agent** in the top-right corner.
2. Under **Select OakMega Workspace Agent**, choose the person to add. The list only shows workspace members who aren't agents yet.
3. Under **Agent Role**, choose a role, for example "Manager" or "Agent".
4. Click **Confirm**. When **Created successfully** appears, the person shows up in the agent list.

The animation below shows adding an agent. It clicks **Create Agent** to open the dialog, picks a person under **Select OakMega Workspace Agent**, keeps "Supervisor" as the agent role, and moves the cursor to **Confirm**.

[Animation（MP4）](https://docs.oakmega.com/en/guide/service-center/images/setup-members-and-organizations-03-add-member.mp4)

The screenshot below shows the **Agent** tab after the agent has been added. **Agent Seats Used** at the top shows how many seats are used and available. Each row in the list is one agent, with Agent Info, Role and Joined Organization. The new agent isn't in any organization yet, so Joined Organization shows "-".

![The Agent tab: Agent Management shows Agent Seats Used 1/9,999, and the list has one agent, Alex Carter, with the role Supervisor and Joined Organization "-"; the Create Agent button is in the top-right corner](https://docs.oakmega.com/en/guide/service-center/images/setup-members-and-organizations-01-members.png)

## Create an organization

1. Switch to the **Organization** tab and click **Create Organization**.
2. On the **Organization Info** tab, enter an **Organization Name** (required, up to 100 characters, and it can't match another organization's name).
3. Under **Organization Members**, click **Add Agent**, choose agents in the **Agent** menu, decide whether to turn on **Auto Distribute to Agent**, then click **Confirm**.
4. If needed, set up the **Distribute Condition**, **Automation** and **Avatar and Name** tabs (see "The other organization tabs" below).
5. Click **Save** in the top-right corner. When **Create organization successful** appears, you're taken back to the organization list.

The animation below shows the first half of creating an organization. It types the name "VIP Support", clicks **Add Agent**, picks an agent in the dialog, keeps **Auto Distribute to Agent** on, and clicks **Confirm**. The agent then appears in the **Organization Members** list. You still need to click **Save** in the top-right corner to actually create the organization.

[Animation（MP4）](https://docs.oakmega.com/en/guide/service-center/images/setup-members-and-organizations-04-create-organization.mp4)

The screenshot below shows the filled-in new organization page. The four tabs across the top are Organization Info, Distribute Condition, Automation and Avatar and Name. The organization name is "VIP Support", and the Organization Members list shows the agent just added, with the role Supervisor and Auto Distribute to Agent set to "Distribute". **Cancel** and **Save** are in the top-right corner.

![The new organization page: Organization Name is VIP Support, and the Organization Members list has one agent with the role Supervisor and Auto Distribute to Agent set to Distribute; Cancel and Save are in the top-right corner](https://docs.oakmega.com/en/guide/service-center/images/setup-members-and-organizations-05-organization-page.png)

### The other organization tabs

Besides Organization Info, creating or editing an organization has three more tabs. This table shows what each one covers:

| Tab | What you set |
|---|---|
| **Organization Info** | Organization name, agents, and whether each agent gets **Auto Distribute to Agent** |
| **Distribute Condition** | Whether to **Accept System Automatic Distribution**, and which conversations come here based on **Assigned Account** and **Assigned Tag** |
| **Automation** | AI Agent automation, automatic status changes when an agent or member sends a message, **Automatically Close After Resolved**, and whether to change organization after closing |
| **Avatar and Name** | Whether agents' own avatar and name are shown in the LINE Official Account or Messenger when they reply |

## How it works

### The default organization

Every Service Center has a **Default Organization**. A conversation goes to it when no regular organization matches. If several regular organizations match, the multiple-match setting decides the result. That's why:

* The default organization **can't have distribution conditions** and **can't be deleted**.
* **Multiple Organization Condition Match** at the top of the Organization tab decides what happens when a conversation matches several organizations: **Distribute to Default Organization** or **Randomly Distribute to Matching Organizations**.

The screenshot below shows the **Organization** tab. At the top are the two **Multiple Organization Condition Match** options. In the **Organization Management** list below, the default organization is labeled as such, with columns for automatic distribution, whether AI Agent is turned on when a conversation is transferred to an agent, and the assigned account and tag.

![The Organization tab: Multiple Organization Condition Match is set to Distribute to Default Organization, Default AI Agent shows that it is not set with a Set button, and the Organization Management list shows the default organization with Transfer to Agent → Enable AI Agent turned on and "-" in the AI Agent column; the Create Organization button is on the right](https://docs.oakmega.com/en/guide/service-center/images/setup-members-and-organizations-02-organizations.png)

### Roles and permissions

A role decides which conversations an agent can see and handle. Permissions come in two parts:

* **Joined organization permissions**: conversations in the agent's own organizations, split into **Assigned to me**, **Assigned to others** and **Unassigned**.
* **Other organization permissions**: conversations in organizations the agent doesn't belong to, split into **Assigned to others** and **Unassigned**.

On the **Role** tab you can **Create Role** and use **Quick apply** to load the permissions of **Default supervisor** or **Default agent** in one click, then fine-tune them.

### Agent seats

**Agent Seats Used** shows used and available seats. Each agent you add uses one seat. When seats run out, you'll see **Service Seats Full**. To add more people, contact your OakMega sales representative.

### Deleting agents, organizations and roles

Deleting doesn't remove ongoing conversations, but it changes who or which organization handles them. This table summarizes the effect of each, matching the text in the confirmation dialogs:

| Delete | What happens |
|---|---|
| An agent | They're no longer responsible for any conversations. Conversations keep their status and stay in the organization, but aren't assigned to them. |
| An organization | All its conversations move to the default organization, keep their status, and lose all assigned agents. |
| A role | Its permission settings are removed. **A role that still has members can't be deleted.** |
| An agent from an organization | They no longer handle this organization's conversations. Conversations keep their status and stay in the organization, but lose the assigned agent. |

To delete, click "⋯" at the right of the row, choose **Delete**, then click **Confirm** in the dialog.

## FAQ

### Your account has not been added as an agent

You're not an agent in this workspace yet. Ask an admin to add you using the "Add an agent" steps. If you're an admin, you can add yourself.

### No Available Workspace Agents

The message reads "**All workspace agents have been added to the service center.**" If the person isn't a workspace member yet, invite them to the workspace first, then come back and add them.

### Service Seats Full

All agent seats are in use. You can delete agents who no longer use Service Center, or contact your OakMega sales representative for more seats.

### Can't delete a role with members

Some agents still have this role. On the **Agent** tab, change those agents to another role first, then delete this one.

## Next steps

* [Understand organization and agent assignment rules](https://docs.oakmega.com/en/guide/service-center/assignment-rules.md)

* [Recipe: Your first week with the Service Center (start here if the Service Center is not activated yet)](https://docs.oakmega.com/en/recipe/service-center-first-week.md)

* [Set up notifications](https://docs.oakmega.com/en/guide/settings/notification-setting.md)

* [Understand workspaces and accounts](https://docs.oakmega.com/en/guide/getting-started/workspace-and-account.md)

* [Find your way around the new dashboard](https://docs.oakmega.com/en/guide/getting-started/navigation.md)