Agents act on behalf of merchants or dealers who are creating consumer transactions, for example, cash-in or cash-out transactions. Agents have capital stored in their SVA that is used for consumer transactions. For example, when a consumer withdraws money (a cash-out transaction), an agent’s SVA is credited the same amount.

You can build an agent hierarchy by setting up distribution partner agents or outlet agents, or by creating subagents with assigned agent roles. Subagents work for an agent and can act on the agent’s behalf. Subagents do not have their own payment instrument, and must use their agents' payment instruments. Agents can also hire or acquire other distribution partners to further build their agent hierarchy.

Agents can have individual roles and privileges. Depending on an agent's type and assigned roles and privileges, only parts of the portal may be visible. For example, a merchant agent who has the standard merchant role and no privileges, sees only some features under Customer Services, but all features under Bulk Processing.

You can edit an agent’s personal data, credit and debit limits, password, and status. You cannot change an agent’s role or user name. Active agents cannot be removed from the system. However, customer-service representatives can deactivate agents, which removes them from search results.