How can I convert an existing contact to an agent?
If an employee sends and email to a monitored mailbox, iService will automatically create a contact for them in the iService database. If you try to set them up as an agent using that email address, you will get the message "Specified email address already exists, therefore a password cannot be specified."
To create a new agent from an existing contact, you follow the usual process but leave the password blank. This is because the contact already has a password within iService. If the contact does not know their password, they can use the standard password reset process to change it.