Managing Agents and User Access

The User Access page lets administrators manage team members who can use the platform. From this page, you can create agents, edit their profile details, assign them to contact groups, disable access, reset passwords, and delete users when allowed.

✅ Before You Begin #

Make sure you have:

✅ Permission to view Agents.
✅ Add permission to create new agents.
✅ Edit permission to update agent details or reset passwords.
✅ Delete permission to remove agents.
✅ Contact groups already created if you want to assign agents to groups.

📍 Where to Find It #

Go to:

Admin Settings → User Access

The page opens the Agent List.

📋 Agent List Overview #

The Agent List shows all users for the current company.

Each row includes:

👤 Agent Name
🆔 User ID
✉️ Email
📱 Mobile
🛡️ User Type
👥 Assigned Contacts
📅 Date Created
🕒 Modification Date
🚫 Disabled Status
⚙️ Options

🛡️ User Types #

The list displays users as:

Administrator
Agent

Administrators have higher-level access and cannot be deleted from this page.

Agents are regular team members who can be assigned to contact groups and customer conversations.

🔎 Search Agents #

You can search for agents in two ways.

Quick Search #

Use the search box to search by full mobile number.

Steps:

Enter the mobile number.
Click the search icon.
Matching agents are displayed.

If you clear the mobile field, the list reloads.

Advanced Search #

Click the filter icon.

You can search by:

Email Address
User ID

Use Clear Search to reset filters.

➕ Add a New Agent #

Click Add Agent.

The Create Agent modal opens.

Required fields include:

First Name
Last Name
Mobile
Email
Password
Time Zone
Assigned Groups

You can also upload a profile photo.

👤 Agent Profile Photo #

You can upload a profile image when creating or editing an agent.

Supported formats:

PNG
JPG
JPEG

Maximum size:

2 MB

You can also remove the photo using the delete photo icon. If no photo is used, the default user image is applied.

🧾 Agent Fields #

First Name and Last Name #

Enter the agent’s name.

Limits:

First Name: maximum 50 characters
Last Name: maximum 50 characters

Mobile #

Enter the agent’s mobile number.

Rules:

Must contain digits only.
Must include country code.
Do not include + or 00.
Must be 8 to 15 digits.
Cannot start with 0.

Example:

971501234567

Email #

Enter the agent’s email address.

Rules:

Required.
Must be a valid email format.
Maximum 200 characters.

The email is used as part of the agent’s login and identification.

Password #

This field appears when creating a new agent.

Rules:

Required for new agents.
Minimum 6 characters.
Maximum 100 characters.

When editing an existing agent, the password field is hidden. Use Reset Password instead.

Time Zone #

Select the agent’s time zone.

This affects how dates and times are displayed for that user.

Assigned Groups #

Select one or more contact groups for the agent.

Assigned groups help control which contacts the agent is responsible for.

Use this for:

Sales teams
Support teams
Region-based teams
Product-specific teams
Department-based contact ownership

✏️ Edit an Agent #

Click the edit icon beside an agent.

The Edit Agent modal opens with the existing profile details.

You can update:

First name
Last name
Mobile number
Email address
Time zone
Profile photo
Assigned groups
Disabled status, when allowed

The password is not edited here.

🚫 Disable an Agent #

When editing an agent, you may see a Disabled? checkbox.

Use it to block the agent from accessing the system.

Important behavior:

If an agent is disabled, their active web and mobile sessions are revoked.
The agent is forced out of active sessions.
Administrators and the currently logged-in user cannot be disabled from this modal.

The list shows disabled users with:

Disabled? Yes

Active users show:

Disabled? No

🔐 Reset Agent Password #

Click the lock icon beside an agent.

The Reset Password modal shows:

Agent name
Agent email
New password
Repeat password

Rules:

A new password is required.
Repeat Password is required.
Both passwords must match.

After resetting the password:

The agent’s password is updated.
Active sessions for that user are revoked.
The agent must log in again with the new password.

🗑️ Delete an Agent #

Click the delete icon beside an agent.

A confirmation modal appears:

Are you sure you want to delete this User?

Click Delete to confirm.

Important restrictions:

You cannot delete yourself.
Administrator users are not shown with the delete option.
Deleting a user revokes their active sessions.

👥 Team Assignment #

Click Team Assignment to manage team-level assignments from the settings area.

Use this when you need to organize agents beyond simple profile editing, especially for team or group assignment workflows.

📄 Pagination #

If there are many agents, use the pagination controls at the bottom of the list.

Current filters are preserved while moving between pages.

⚠️ Common Issues #

The agent cannot be saved #

Check that:

First name and last name are filled.
Mobile number is valid.
Email is valid.
The password is entered for new agents.
Time zone is selected.
At least one assigned group is selected.
Profile image is PNG, JPG, or JPEG and under 2 MB.

Password reset fails #

Check that:

New Password is filled.
Repeat Password is filled.
Both password fields match.

The agent cannot be deleted #

This can happen if:

The user is an administrator.
You are trying to delete your own account.
Your account does not have delete permission.

The agent is logged out after the update #

This is expected when the agent is disabled or their password is reset. The system revokes active sessions for security.

✅ Best Practices #

Assign each agent to the correct contact groups.
Use clear names and valid contact details.
Disable agents instead of deleting them when access should be paused.
Reset passwords when an agent loses access or leaves a device.
Avoid sharing administrator accounts.
Review assigned contacts before deleting an agent.
Keep profile photos small and professional.

🧠 Summary #

User Access is where administrators manage agents and their login access. You can create agents, assign groups, update profiles, disable accounts, reset passwords, and remove users while keeping sessions secure.