Learn how to set up your team and manage users in Chat.
Overview
There are three types of user in Chat:
- Account holder
The master account for Chat and the primary account associated with your account. Account-holders can do everything. - Chat admin
Responsible for managing your Chat settings. Combined with a Chat agent licence, they can reply to messages too. - Chat agent
Chat agents are assigned incoming chats and can read and reply to messages.
The table below shows the capabilities of each role:
Account holder | Chat admins | Chat agents | |
Manage Chat admins | Yes | Yes | No |
Manage Chat teams | Yes | Yes | No |
Manage Chat agents | Yes | Yes | No |
Edit Chat settings | Yes | Yes | No |
Edit automated messages | Yes | Yes | No |
View reports | Yes | Yes | Yes |
Read Chats | Yes | Yes | Yes |
Reply to Chats | Yes | Yes, with a Chat agent license | Yes |
Transfer Chats | Yes | Yes | Yes |
Adding a Chat agent
To add Chat agent permissions to a user:
- Go to Settings > Your team > Users.
- Click Edit (the pencil icon) of the user you want to add to Chat.
- On the Manage user page, click the Default permissions tab.
- For the permission Can use Chat, select Yes.
- For the permission Contacts, select Yes.
All Chat agents must have this option set to Yes.
- Click Save.
Removing a Chat agent
To remove Chat agent permissions from a user:
- Go to Settings > Your team > Users.
- Click Edit (the pencil icon) of the user you want to add to Chat.
- On the Manage user page, click the Default permissions tab.
- For the permission Can use Chat, select No.
- Click Save.
Adding a Chat admin
To add Chat admin permissions to a user:
- Go to Settings > Your team > Users.
- Click Edit (the pencil icon) of the user you want to add to Chat.
- On the Manage user page, click the Default permissions tab.
- Select Yes for Can manage account. This also allows the user to edit other account settings.
- If you want the user to be able to reply to messages, select Yes for Can use Chat. This uses one Chat agent license.
- Click Save.
Removing a Chat admin
To remove Chat admin permissions from a user:
- Go to Settings > Your team > Users.
- Click Edit (the pencil icon) of the user you want to add to Chat.
- On the Manage user page, click the Default permissions tab.
- Select No for Can manage account. This also stops the user editing other account settings.
- If you want the user to be able to reply to messages, select Yes for Can use Chat. This uses one Chat agent license.
- Click Save.