Agent Guide
Agents use Emali 2.0 through a dedicated operational USSD entry point and the web channel for broader management tasks.
Agent channels
| Channel | Best for | Notes |
|---|---|---|
Agent USSD *234# |
Fast outlet operations, help, profile access, float actions | Separate from customer *123#; agent PIN is required before the menu opens |
| Org Console (web) | Reconciliation, reporting, staffing, settlement operations | Best for supervisor and back-office work |
| Mobile native | Locator and field support workflows where enabled | Secondary channel |
Core agent tasks
- Cash in to a customer wallet
- Check available float
- Transfer or withdraw float where enabled
- Review commissions and daily support guidance
- Maintain profile details and PIN
- Escalate outlet support issues
Start here
- For outlet and dial-code operations, use the Agent USSD Guide.
- For broader operational controls, use the Organization Portal Guide.
- To compare agent, customer, and organization channels, use the Channels Matrix.
Operational notes
- Customer cash-out starts from customer USSD
*123#; the agent then completes the handoff at the outlet. - Agent examples in this documentation use
John Dlamini (000001)as the seeded test agent. - Float and commission visibility can vary by role and backend setup.