If the agents have to be divided into 3 categories, 1-freelancer agents, 2-our agents as employees, 3-agents as employees of our merchants? How is that possible?

Yes this is possible, we have freelancer module where you can specify your freelancer agents, you can add agent as a part of you team, or set team only for the free lancer and set different rule and managers for them and on merchant side also you can have merchants on dashboards and they can have there own teams.

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