Can I map the same agent to two different companies, and how do I manage them independently?

Can I map the same agent to two different companies, and how do I manage them independently?

⚡Quick answer -

Yes. Invite the agent as a user in each company account. Each profile has its own role, extension, departments, and availability schedule—no overlap in permissions or reports.

When should I use this guide?

Follow these steps if you run a BPO/agency or share a subject-matter expert across two MyOperator companies and need separate call logs, dashboards, and roles.

1 — When to use multi-company mapping

• A BPO shares the same agents across multiple client accounts.

• A billing specialist or on-call engineer must appear in two dashboards.

2 — Prerequisites

Requirement

Where to check

Notes

Admin role in both companies

Dashboard → Users

Owner / Super Admin / Admin

Agent details

Name, mobile, email

Email can be reused if the policy allows

Agent consent

HR / Contract

Confirm data-sharing approval

Watch the video walkthrough

3 — Add the agent to Company A

  1. Sign in to Company A.
  2. Navigate to Manage → Users → Add New.
  3. Fill in Name, Mobile, Email.
  4. Open Advanced Settings → choose Panel Access & Availability schedule.
  5. Pick a Role (Agent / Supervisor / Admin).
  6. Click Save.

image.png

image.png

Alt text: Adding agent to company

4 — Add the same agent to Company B

  1. Switch orgs or sign in to Company B.
  2. Repeat Manage → Users → Add New.
  3. Use the same or alternate email/phone (per policy).
  4. Assign an appropriate Role.
  5. Click Save. Result: two independent user records.

5 — Assign departments & set availability

  1. Manage → Departments → select department → Add User.
  2. Users → [Agent] → set Availability schedule and Take Calls = On.
  3. Note the agent’s extension in each company; they may differ. 

image.png

Alt text: Assign to departments and set availability

6 — Success criteria

✓ Agent appears in the Users list of both companies.

✓ Test calls to each company ring the agent when Available.

✓ Reports → Call Logs show agent activity under the correct company.

7 — Edge cases & limitations

• One live call at a time: Busy in Company A → Company B follows overflow rules.

• Different extensions: Do not assume 221 in A equals 221 in B.

• Separate permissions: Agent in A can be Supervisor in B.

• Mobile-app alerts: Enable notifications for each org in the app settings.

8 — Troubleshooting matrix

Symptom

Likely cause

Where to check

Fix

“Already in use” error when adding to B

Email/phone uniqueness policy

Add New User form

Invite with alternate email or relax policy

Agent not getting B calls

Not in B’s department or status = Unavailable

Departments; User status

Add to dept.; set Available

Calls routed to the wrong company

IVR / number mapping mixed

Numbers → Call Flow

Correct each company’s routing

Agent panel is empty in B

Panel Access OFF in Company B

Users → Advanced Settings

Toggle Panel Access ON

Keywords - multi-company agent, MyOperator two companies, shared agent setup, BPO agent mapping, dual-account user