When editing a user profile that has access to the Dixa instance as an Agent or Admin you won't be able to change his or her email address. To do this you would need to downgrade the user first to an end-user role from where you'll be able to change the email address and upgrade their role again. Go ContactsSearch for the user’s emailEdit userChange role to End-userSave Edit user againChange email addressChange role to Agent/AdminSave If you can't change the email address because it already exist in the Dixa instance with another end-user, you should find that other user and edit its email address to something else first, for instance by adding a number to it. Nb.! We don't recommend changing a user from one to another, as that would inherit the old user's history, logs and activity. So if you need to remove an agent and add the new one, just downgrade the agent that you want to remove to the end user and create access for the new agent.