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Users page in light mode

The Users page — operator accounts for your tenant

The Users page is where you onboard, edit, and de-provision the operators who use the platform — the people who monitor conversations, build flows, take handoffs, and run campaigns. Every user belongs to one or more roles, and roles determine what they can do.

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Accessing Users

Navigate to Settings > Users in the left sidebar.

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What’s on the page

The users table lists every operator account in your tenant. Top-right actions:
  • Filter — narrow the list by name, email, status, or role.
  • Bulk Add Users — onboard many users at once via CSV.
  • Create User — open the single-user create form.

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Creating a user

1

Click Create User

Opens the create form.
2

Fill in name and email

The email must be unique within the tenant. An invite email with a password-set link is sent automatically.
3

Assign at least one group

Roles drive access. See Permissions for what each role allows.
4

Save

The user appears in the table immediately.

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Bulk onboarding

Click Bulk Add Users to provision many accounts at once. Useful when standing up a new team or seeding a fresh tenant.

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Editing a user

Click the edit (pencil) icon on a row. The drawer exposes:
  • Groups — add or remove role memberships.
  • Status — manually set availability.
  • CSR User — flag this account as a human agent eligible for routing.
  • Skills — assign Skills used to match handoffs to this user.
  • Voice Calls — toggle whether voice calls can be routed to this user.
  • Max Chats / Max Emails — concurrency caps (0–10 each).
  • Mobile Phone Number — PSTN destination for transferred calls.
To promote a temporary admin, just add the DialAiAdmin group. No re-invite required.

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De-provisioning

1

Click the delete icon

The confirmation dialog asks you to type the user’s email to confirm.
2

Confirm

The account is soft-deleted — historical reports keep referencing it, but the user can no longer sign in.

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Read-only fields

Username, first name, last name, and email are immutable after creation. To change any of these, create a new account and de-provision the old one.

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What “Disconnected” means

The user’s browser websocket closed without a clean sign-out (tab closed, network drop, sleep). They appear offline to the router until they re-open the app.

Permissions

Roles, scopes, and what each role lets a user do.

Personal Configuration

What an individual user can tune for themselves.

Operations: Skills

Define the skills users select for routing.