Upfirst lets you run more than one agent under a single account. Each agent has its own name, its own phone number, and its own training. This is useful if you have multiple locations, want separate lines for different roles like sales and support, or run more than one business.
How to add an agent
1. Open Agents
Click Agents in the left-hand menu.
2. Open the agent dropdown
Click the dropdown underneath your current agent's name. A window opens where you can add a new agent.
3. Name your agent
Give the agent a name you'll recognize, like Tampa location or Sales line.
4. Choose a phone number
Pick a phone number for the new agent. Each agent needs its own number.
5. Click Add Agent
Click Add Agent. Your new agent is created and ready to train.
How to train each agent
Go to Training for the agent you want to work on. You have two options:
Agent-specific training. Training that only this agent uses. Good for a location's address, a department's process, or a business's own services.
Shared training. Training you make available to the agents you select. Good for company hours, pricing, and policies that don't change between lines.
To switch between agents, use the same dropdown under the agent's name.
How your call log works
Your call log covers the whole account, not one agent at a time. Every call shows which agent took it, and you can filter the log to a single agent when you want to look at one line on its own.
Common uses
Situation | How to set it up |
Multiple locations | One agent per location, each with its own number and local details |
Sales and support lines | One agent for sales, one for support, with shared training for company info |
Multiple businesses | One agent per business, with no shared training between them |
Things to know
Additional agents are $9.95 per month each.
Each agent needs its own phone number. You cannot point two agents at the same number.
Shared training goes to the agents you select, not to every agent automatically.
Give each agent a clear name. It is how you will tell them apart in the dropdown.