You can assign an existing user to a new profile to change the interaction channels that the user handles. For example, you can change a user's profile to assign that user to the voice channel instead of the email channel.

After you assign a user to a new profile, the new roles and group memberships linked to the new profile are merged with the user's current roles and group memberships. Before assigning a user to another profile, you must remove their current roles and group memberships. Then, you must assign them to the new profile to update their roles and group memberships accordingly. After you assign them to the new profile, the user features, attributes, and queues linked to the new profile replace the existing ones.