Add the agent as a ContactWorld call center user. For information about adding an agent as a ContactWorld call center user, see Adding an agent as a call center user.
Note
You can alternatively add a batch of agents as call center users
Assign the ContactWorld Agent permission set to the agent. This permission set includes all the permissions that the agent needs to perform their role as a ContactWorld agent in Salesforce. For information about assiging the permission set, see Using permission sets for ContactWorld agents in Salesforce.