For users with an agent profile you’ll need to define additional settings:

• Set the maximum number of chats that the user can accept at any given moment. Consider your agent’s capabilities, the number of agents available, etc.

• If your brand is enabled with the messaging feature, set the maximum number of messaging conversation.

There are two options for this setting:

1. You can set it to inherit it from the account level setting that can be configured through the footnote in the Users tab. Any change to the account level setting will impact all agents defined with setting.

2. You can custom set it, meaning any change to the account level setting won’t change it for users set with the custom setting.

For visitors to be routed to the appropriate agent when they initiate a chat, assign the user a skill:

• Select a skill from the menu by clicking the skills field and selecting an existing skill, or

• Create a new skill by typing in the name of the skill in the skills field.

*** Agents who are not assigned to skills can only accept chats originated by engagements that are not assigned to skills.

Edit a User

1. On the users list, click the user you would like to edit.

2. Edit the user details.

3. Click save.

Duplicate a User

1. On the users list, select the user’s checkbox.

2. Click the action menu and select duplicate.

3. A new user page will open for editing, with the following fields already populated:

   1. Picture

   2. Assigned profiles

   3. Skills

   4. Groups

   5. Max. number of chats

   6. Max. number of messaging conversations

When duplicating a user, the administrator will still need to complete the following fields: login name, email, name, nickname, employee ID and password.

Enable \ Disable a User

1. On the users list, click the user.

2. Click the enable button.

3. Click save.

Delete a User

1. On the user list, select the user’s checkbox.

2. Click the action menu and select delete.

3. Click delete to confirm.

Before deleting a user, we recommend first ensuring that the agent doesn't own any open conversations (if so, these conversations should be transferred to the queue) and that they are not logged in. Once a user has been deleted, it will still be possible to view their conversations in the conversations list (Open Conversations, All Conversations and Web History).

Search for Users

You can easily search for users and their information according to their name, nickname, email address, permission set and/or group. Just type in the search box the target word/name and all results will be returned in the list.

In the following example, the term “agent” was input to the search box and all users with either agent or agent manager permission sets have been returned as the search result.