> For clean Markdown of any page, append .md to the page URL. > For a complete documentation index, see https://docs-parschat.parstechai.com/llms.txt. > For AI client integration (Claude Code, Cursor, etc.), connect to the MCP server at https://docs-parschat.parstechai.com/_mcp/server. # Operators > Add team members who answer conversations, set their roles and permissions, and review each one’s performance. Operators are the people on your team who answer the conversations the robot hands over. They are managed **per robot**: open the robot and go to **Team**. The **Members** tab lists them. The other two tabs, **Chat distribution** and **Working hours**, are described in [Chat distribution](/user-manual/account/chat-distribution) and [Working hours](/user-manual/account/working-hours). ![Team members](/_fern-files/_img/626486f1866937ddd7f288070208252ae7c031106b257d191319503ecbd82be7.webp) The list shows every member of the robot with their **Name**, **Role** and **Email**. Each row has three actions: **Report**, edit and delete. Above the list you can search for an operator, click **Add operator**, or open **Deleted operators**. ## Roles | Role | Who | What they can do | | ---------------- | ---------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------- | | **Main manager** | The account that created the robot | Everything. The main manager cannot be deleted and their role cannot be changed. | | **Manager** | Your supervisors | Everything on this robot: training, services, settings, all conversations, all reports, and managing operators. | | **Operator** | Your support staff | Answer conversations. What else they see is set by their [permissions](#permissions). They can open only their own performance report. | To change a member’s role, use the dropdown in the **Role** column, or open their edit page. > **Warning** > > Changing a role resets the member’s permissions to that role’s defaults. Check them again after > the change. ## Add an operator Click **Add operator** (on **Team** → **Members**) and fill in the form. ![Add operator](/_fern-files/_img/de26547aa8025478bc49a5d37698d525138cb5995b64f57b1e96283a8a927b8c.webp) * **Operator first name** and **Operator last name**. * **Phone number** (with the `+98` country code) and **Email address**. The phone number is what the operator signs in with. * A profile photo (optional): PNG or JPEG, at most 1 MB. * The **role**: **Manager** or **Operator**. * The **access level** (permissions), for Operators only. See [Permissions](#permissions). Click **Save**. The new member appears in the list at once. > **Note** > > **How the operator signs in.** If the phone number has no ParsChat account yet, one is created > for it. The operator opens the panel, enters the phone number and signs in with the one-time code > sent by SMS; there is no password to set. ParsChat does not send an invitation message, so tell > the person yourself that they have been added. > **Note** > > Someone who is already a member of this robot cannot be added a second time. Edit the existing > entry instead. ## Edit an operator Click the edit icon in the operator’s row. You can change the name, the profile photo, the role and the permissions. The **phone number** and **email address** are fixed once the operator has been added. ![Edit operator](/_fern-files/_img/b264891ddc3a84239771d7f123ef9b587e5ec695781e5a26011ad11777bcf05e.webp) ## Permissions Permissions apply to **Operators** only; Managers always have all of them. Each permission is a checkbox under **Select access level**, with **Select all** to turn them all on. | Permission | Default | What it allows | | --------------------------------------- | ------- | -------------------------------------------------------------------------------------------------------------------------------------------------- | | **View other operators’ conversations** | On | See every conversation of the robot. Without it, an operator sees only the conversations not yet assigned to anyone and the ones assigned to them. | | **View online visitors** | On | See who is on your site right now in the [conversation list](/user-manual/conversations/conversation-list). | | **Edit messages** | Off | Edit messages after they were sent. | > **Tip** > > For a team where each person owns their own conversations, turn off **View other operators’ > conversations**. Each operator then works from a shorter list, and nobody picks up a conversation > a colleague is already handling. ## Delete and restore Click the delete icon in the operator’s row and confirm. The person immediately loses access to this robot and its conversations; their account and their work on other robots are not affected. Deleted members stay listed under **Deleted operators**, with the date they were removed. Click **Restore** to give them access again. ## Performance report Click **Report** in an operator’s row to see how they have been working. The main manager and the managers can open every member’s report; an operator sees only their own. ![Performance report](/_fern-files/_img/2321c7126478ac64a6bd8031423dcac212640bbe24d75801a28dc7390af1db8c.webp) The header shows the operator’s **Name**, **Email** and **Last activity**. The period picker at the top right sets the range for the whole page: * **Daily**, **Weekly** (the default: the last 7 days) and **Monthly**, each with presets such as **This month** and **1 months ago**. Months follow the Iranian calendar. * **Custom**: enter **From** and **To** dates, or pick them on the calendar. A range can cover at most one year. Choose a preset and click **Apply**. ### Activity chart and figures The **Activity chart** shows, for each day of the period, how many conversations the operator **answered** and how many messages they **sent**. Under it are the figures for the period: | Figure | Meaning | | ----------------- | -------------------------------------------------------------------------------- | | **Answered** | Conversations the operator answered. | | **Closed** | Conversations the operator closed. | | **Unanswered** | Conversations assigned to the operator that were left without an answer. | | **Referred** | Conversations the operator referred to another operator. | | **Response time** | Average time from a visitor’s message to the operator’s first reply. | | **Response rate** | Answered conversations as a share of all conversations assigned to the operator. | Hover over the ⓘ next to each figure for the same explanation in the panel. ### Message statistics and response time **Message statistics** counts what the operator sent in the period: **Messages**, **Files** and **Voices**. The **Response time** chart shows how the first-reply time changed day by day. The download button at the top of the page exports the report, and **Back to operators list** returns to the list. > **Tip** > > Compare operators over the same **Monthly** range. A low **Response rate** with a high > **Unanswered** count usually means the person has more conversations than they can handle, while > a long **Response time** with a normal rate points to hours that nobody covers. ## Handing conversations to operators A conversation reaches an operator when the robot or the visitor asks for one, for example through a [Q\&A button](/user-manual/widget/quick-replies) set to **Operator Attention**. Conversations waiting for a person are listed under **Operator Attention** in the [conversation list](/user-manual/conversations/conversation-list), and the share of conversations that needed a person is on the [reports dashboard](/user-manual/reports/reports-dashboard). Under **Config** → **Bot behavior** you can set the **Operator referral message**: the text the visitor sees at the moment of the handover, so they know a person is on the way. Turn it on, write the text and click **Save Info**. Which operator receives the conversation is decided by [Chat distribution](/user-manual/account/chat-distribution). ![Bot behavior](/_fern-files/_img/65ce8dc0b32a18bdfbb41fcf82617c19d0b9580b192588111873b2740355256a.webp)