Managing your chat team

Learn how to set up your team and manage users in Chat.

There are three types of user in Chat:

  • Account holder
    The master account for Chat and the primary account associated with your Engagement Cloud 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 agents Yes Yes No
Edit Chat settings Yes Yes No
Read Chats Yes Yes Yes
Reply to Chats Yes With a Chat agent license Yes
Transfer Chats Yes Yes Yes

Start building your chat team now.


Adding a Chat agent

To add Chat agent permissions to a current Engagement Cloud user:

  1. Go to Settings > Your team > Users.
  2. Click Edit (the pencil icon) of the user you want to add to Chat.
  3. On the Manage user page, click the Default permissions tab.
  4. For the permission Can use Chat, select Yes.
  5. Click Save.

Removing a Chat agent

To remove Chat agent permissions from a current Engagement Cloud users:

  1. Go to Settings > Your team > Users.
  2. Click Edit (the pencil icon) of the user you want to add to Chat.
  3. On the Manage user page, click the Default permissions tab.
  4. For the permission Can use Chat, select No.
  5. Click Save.

Adding a Chat admin

To add Chat admin permissions to a current Engagement Cloud user:

  1. Go to Settings > Your team > Users.
  2. Click Edit (the pencil icon) of the user you want to add to Chat.
  3. On the Manage user page, click the Default permissions tab.
  4. Select Yes for Can manage account. This also allows the user to edit other account settings.
  5. If you want the user to be able to reply to messages, select Yes for Can use Chat. This uses one Chat agent license.
  6. Click Save.

Removing a Chat admin

To remove Chat admin permissions from a current Engagement Cloud user:

  1. Go to Settings > Your team > Users.
  2. Click Edit (the pencil icon) of the user you want to add to Chat.
  3. On the Manage user page, click the Default permissions tab.
  4. Select No for Can manage account. This also stops the user editing other account settings.
  5. If you want the user to be able to reply to messages, select Yes for Can use Chat. This uses one Chat agent license.
  6. Click Save.

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