You can now separate levels of individual agents. This way, agents can ask for confirmation from or transfer critical customer inquiries to other agents with a higher level.
There are two types of agent level as below:
In Desk > Agents, admins can manually set each agent’s level except for bots and admins.
Click the settings icon on Tickets. Agents can see their level in the profile setting popup.
Agents at the Expert level will have a flag icon (🏴 ) next to their display name. It can help agents determine to which agents they can escalate issues.
Agent display name with an expert flag
https://notion-ga.ohwhos.now.sh/collect?tid=UA-180394617-1&host=sendbirddesk&page=/user-guides/agent-level