What Is an Agent?
Within the Mobile Service Cloud context, a customer service Agent, or “Agent” in short is a customer support representative that use the Agent Inbox (context centre) tooling to help end-consumers with their inquiries.
A web-store may have 1 or more agents.
An agent may be connected to one or more web-stores.
Availability of an agent is defined by its status
Per agent, the maximum number of instant conversations can be configured.