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Can't Edit a Locked Agent
Symptom: A client organisation user can use an agent to make and receive calls, but can't change its workflow, business context, or other configuration.
Likely cause: The agent has been assigned as a locked agent by the reseller, which is expected behaviour — locking protects the agent's configuration while the client uses it.
Checks:
- Confirm with your reseller whether the agent was intentionally locked
- If you need a change made, request it through your reseller rather than editing the agent directly
Resolution: This is expected behaviour for a locked agent, not a fault. Ask your reseller to make the configuration change on your behalf.
When to contact support: If your reseller confirms the agent isn't meant to be locked but you still can't edit it, contact support@callmangal.com.