Adding Your Team

User Management allows you to add team members to your organization, assign roles, configure channel access, and control how conversations are routed to them.

Written By Thando Nomvungu

Last updated 21 days ago

How to Add a New User

  1. From your dashboard, navigate to User Management.

  2. Click Add User.

  1. Fill in user details:

    • Full Name

    • Email Address (should be valid)

    • Role (e.g. Agent, Super Admin, or custom role)

    • (Optional) Profile image

  1. Assign client access:

    • Select which clients the user can handle

    • For each client, choose which channels they can respond to (e.g. SMS, Live Chat, Facebook)

    • Channel options are limited based on the user’s allowed channels

  2. Configure routing settings:

    • Set how many conversations the user can handle per channel at a time

    • Example:

      • SMS: 3 conversations

      • Live Chat: 2 conversations

      • Facebook: 4 conversations

  1. (Optional) Assign a team:

    • Type to create a new team or select an existing one

    • Teams are used for routing and organizational structure

  2. Ensure all required fields are completed.

  3. Click Add User

What Happens Next

  • The user receives an email invitation to join the platform

  • Once accepted:

    • The user becomes active in the system

    • They can log in and access the platform based on their role

  • Invited users appear as Pending until the invite is accepted

Channel & Client Access

  • Users can only respond to:

    • The clients they are assigned to

    • The channels enabled for them

  • Channels not enabled for a user will be disabled/unavailable during setup

Routing & Capacity

  • Each user has limits for how many conversations they can handle per channel

  • These limits are used for skill-based routing

  • Once a user reaches capacity:

    • They will not receive new conversations for that channel

    • New conversations are routed to other available agents or queued

Key Features

  • Client Assignment – Control which clients a user supports

  • Channel Permissions – Restrict access to specific communication channels

  • Capacity Limits – Set workload per agent per channel

  • Team Assignment – Group users for routing and organization

  • Custom Roles – Create tailored permission sets

Best Practices

  • Assign users only to relevant clients and channels

  • Set realistic conversation limits to avoid overload

  • Use teams to organize agents effectively

  • Create custom roles for specialized responsibilities (e.g. Campaign Manager)

  • Ensure users accept their invite promptly to become active