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User Management

The Users page lets you create, filter, and manage admin users for your tenant. Access it via Settings > Users in the left navigation menu.

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Columns explained

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Filtering users

Click the Filter button at the top of the user list to narrow results by name, email, status, or group membership.

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Creating a user

1. Click Create User.
2. Fill in the required fields:

• Name
• Email (must be unique)
• Groups (at least one)

3. Press Save. The invite email is sent automatically with a password‑set link.

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Bulk adding users

Click Bulk Add Users to add multiple users at once. This is useful when onboarding a new team or provisioning accounts in bulk.

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Editing a user

1. Click the edit icon on the row.
2. Update any of the editable fields:
   • Groups — assign or remove role‑based groups
   • Status — set the user’s availability
   • CSR User — toggle the CSR flag
   • Skills — assign skills used for routing
   • Voice Calls — enable or disable voice‑call routing
   • Max Chats / Max Emails — set concurrent conversation limits (0–10)
   • Mobile Phone Number — set the PSTN transfer destination
3. Click Update.

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Deleting (de‑provisioning)

Soft deletion retains historical reporting but blocks future logins.

1. Click the delete icon.
2. Type the user’s email to confirm.
3. Click Delete.

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FAQ

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Why can’t I edit the name or email address?

Username, first name, last name, and email are read‑only after creation. To change these details, create a new account and delete the old one.

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What does Disconnected mean?

The agent’s websocket closed abruptly (tab lost focus, network drop). They appear offline to the router until they refresh or re‑login.