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Manage Users

The User Management page provides administrators with tools to view, edit, and manage all users within the organization.

Administrator Access Required

Only users with Administrator privileges can manage other users.

Viewing Users​

Navigate to User Management from the sidebar to see a list of all users with:

  • Name and email
  • Role (Administrator, Manager, Agent)
  • Status (Active, Inactive, Pending)
  • Queue assignments

Click the toggle buttons to change views between table or card, the default view is table.

Toggle View

Editing User Details​

  1. Find the user in the User Management list.
  2. Click on the Edit icon if you are in Card view or select Edit from the Action menu if on table view.
  3. Modify the user's information:
    • First Name and Last Name
    • Role assignment
  4. Click Save to apply changes.
Email Changes

User email addresses cannot be changed after account creation. If a user needs a new email, deactivate the old account and create a new invitation.

Queue Assignments

Assigning Agents to Queue is handled on the queue side.

Changing User Roles​

  1. Open the user's profile from the User Management list.
  2. Locate the Role dropdown.
  3. Select the new role.
  4. Save changes.

Role changes take effect immediately. The user may need to refresh their browser to see updated permissions.

Deactivating Users​

When an employee leaves or no longer needs access:

  1. Find the user in the User Management list.
  2. Click the Deactivate button.
  3. Confirm the deactivation.

What Happens When Deactivated​

  • The user can no longer log in.
  • They are automatically removed from all queues.
  • Their communication history is preserved.
  • Their account can be reactivated later if needed.
Data Preservation

Deactivating a user does not delete their data. All call logs, messages, and activity history remain in the system for compliance and reporting.

Reactivating Users​

To restore access for a deactivated user:

  1. Find the user in the list (you may need to filter by "Inactive" status).
  2. Click the Activate button.
  3. The user can now log in with their existing credentials.
  4. Re-assign them to queues as needed.

Resetting User Passwords​

If a user forgets their password:

  1. The user can click Forgot Password on the login page.
  2. Alternatively, administrators can trigger a password reset from User Management.
  3. The user receives an email with a reset link.

User Activity and Reporting​

From the User Management page, you can view:

  • Status: Current availability (Online/Offline)
  • Call Statistics: Number of calls handled (Only for Professional and Pro Plus packages)

Filtering and Searching Users​

  • Use the Search bar to find users by name or email.
  • Use Status Filter to show only Active, Inactive, or Pending users.
  • Use Role Filter to show only Administrators, Managers, or Agents.

Best Practices​

  • Regular Audits: Review user list monthly to deactivate departed employees.
  • Least Privilege: Assign the minimum role necessary for each user's job function.
  • Queue Assignment: Ensure all active agents are assigned to at least one queue.
  • Onboarding: Create a checklist for new user setup (profile, queues, training).