Managing Users
As an administrator, you have the ability to manage user licenses within your organization. This support page provides information that can help you in this process.
To access the page where you can manage the user accounts in your organization, you can follow these simple steps:
- Access your account
- Toward the bottom-left of the page, click on the Users tab:
Specifically, this support page explains (1) how to search on and sort this page, (2) viewing general user information, (3) editing user information, (4) adding a user(s) ,and (5) deleting a user(s).
Searching and Sorting the Users Page
It is easy to search through your user. To search for a user, simply input your search in the search bar toward the top-left of the page:
The search bar will search for information in the name and email fields of your users.
Additionally, by default, this page is sorted by the name field in ascending order. However, you can sort your users by any of the columns by simply clicking on the title of a column you want to sort by:
The list below explains how each of the columns will be sorted if you click on their title:
- Users column: Clicking on this column initially sorts this column by the name field in descending order. Clicking on this column again will sort this column by the name field in ascending order.’
- Role column: Clicking on this column initially sorts this column by first displaying users with the user role with the least permissions. Clicking on this column again will sort this column by displaying users with user roles with the most permissions (i.e., Admins will be displayed first).
- Joined Date: Clicking on this column initially sorts this column by descending order. Clicking on this column again will sort this column in ascending order.
- Calendar:
- MFA: Clicking on this column initially sorts this column by first displaying users with MFA enabled. Clicking on this column again will sort this column by displaying users without MFA enabled.
- Availability: Clicking on this column initially sorts this column by first displaying users that are set to unavailable, then users who are set to available, and then users who have never logged in to chat. Clicking on this column again will sort this column by first displaying users who have never logged into the chat, then users who are set to available, and then users who are set to unavailable.
Note: You can only sort by one column at a time.
Note: The sorting reverts to being sorted by Name in ascending order once you leave Users section.
General Information
The Users table provides you quick information regarding each user:
Below you can find a description of the information displayed in each of these columns:
- User: Displays the Name field, email field, and profile picture of the user.
- Role: Displays the User Role associated with their account.
- Joined Date: Displays the date when the user account was created.
- Multi-factor authenticator (“MFA”): Displays whether or not the user has enabled MFA. If they have enabled MFA, a green icon will appear in this column; if they have not enabled MFA, a yellow icon will appear in this column.
- Availability: Displays whether or not the user is set as available for chat. If their account is set to available, the switch will be toggled green; if their account is set to unavailable, the switch will be toggled grey; and if they have never logged into chat, a grey error icon will appear in this column.
Note: If the user has logged into chat, you as an administrator can edit a user’s availability from this page. To do so, simply click on the toggle to the desired setting.
Edit User
As an administrator, you can edit your users from the Users tab. Specifically, you can edit their profiles and you can edit their permissions (i.e., user role).
To edit the user’s permissions/user role, you can follow these steps:
- Select the cog associated with the account under the Permissions column
- Select the user role you want to assign to the user
- Select “Save Role”
For a description of the different user roles, you can visit this support page.
And to edit aspects of the user’s profile, you can follow these steps:
- Click on the user’s name
- Make any desired edits to the user’s profile
- Select “Save”
Add User
As an administrator, you can easily create a user on this page. To do so, you can follow these simple steps::
- Click on the “Invite User” button at the top-right of the page
- Input the email address of the new user
- Select the desired user role. For an explanation of the different permissions associated with different user roles, please see this support page.
- Select the desired chat permissions. Below is a description of the available chat permissions:
- All chats: The user will be able to view and access all chats within the license
- Own chats only: The user will only be able to view chats that were routed directly to them. This means this user cannot claim any chats, but will only view and access chats that your bot directly routes to them. To learn more about chat routing, visit this support page (Bot Management / Logic / Routing)
- Own chats and empty ones: The user will have the same basic permission as the Own Chats Only permission; however, they will also be able to view and claim unclaimed chats. Once a chat is claimed, they will not be able to view it.
- (Optional) Assign this user to a Team. To learn more about Teams, please visit this support page.
- Click “Send Invite”.
You can see any invitations to set up user accounts that have not been completed in the “Pending Invitations” section of the Users tab. At the right-hand side of the page, you have the option to resend or delete any pending invitation
The user will then receive an email inviting them to create their account. For more information on the steps the user takes to set up their account, please visit this support page (Setting Up Your Account > User Steps).
Delete User
You as the Administrator also have the option to delete a user account. To delete a user account, please follow these steps:
- Select the checkbox to the left of the account who want to delete
- Delete the “Delete User” icon at the top-right of the page:
- Confirm the deletion:
Note: Deleted users cannot be recovered
