Users & Groups

Overview

Manage your team by adding users with different roles and organizing them into groups for better collaboration and conversation routing.

To access Users & Groups:

1. Go to Settings from the sidebar
2. Click Users & Groups

User Roles

OCC supports three user roles:

Note: The account owner from Console is automatically an Admin in OCC.

Adding Users

To invite a new user:

1. Go to Settings → Users & Groups → Users tab
2. Click "+ Add User" or "+ Invite User"
3. Enter the user's email address
4. Select their role:
   • Admin
   • Supervisor
   • Agent
5. Click "Send Invitation"

What happens next:

• The user receives an email invitation
• They click the link and set up their password
• They can immediately access OCC with their assigned role

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Pro Tip: Start by adding a few key team members, test the setup, then invite the rest of your team.

Managing Existing Users

To edit a user:

1. In Users & Groups → Users tab
2. Click on the user you want to edit
3. Update their:
   • Role
   • Status (Available/not available)
4. Click Save

To deactivate a user:

1. Select the user
2. Click on Deactivate
3. Click Save

Deactivated users:

• Cannot log in to OCC
• Stop receiving conversation assignments
• Their past conversations remain visible
• Can be reactivated at any time by adding him again as the normal invitation flow

To remove a user permanently:

1. Select the user
2. Click "Delete User" or trash icon
3. Confirm deletion

Creating Groups

Groups help you organize users and assign them to specific inboxes for better workflow management.

To create a group:

1. Go to Settings → Users & Groups → Groups tab
2. Click "+ Create Group"
3. Enter a group name (e.g., "Support Team," "Sales Team," "Night Shift")
4. Add 'Members' (optional)
5. Click Save

Adding Users to Groups

To add members to a group:

1. In the Groups tab, select your group
2. Click "+ Add Members"
3. Select users from the list (you can select multiple):
   • Admins
   • Agents
4. Click Add

To remove members:

1. Select the group
2. Uncheck the checkbox next to the user's name
3. Confirm removal

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Pro Tip: Users can belong to multiple groups. For example, an agent might be in both "Support Team" and "VIP Customer Group."

Using Groups for Routing

Groups are essential for conversation routing. When you configure routing for an inbox, you select which group will handle those conversations.

Example setup:

• "Support Team" group → Assigned to "Customer Support" inbox
• "Sales Team" group → Assigned to "Sales Inquiries" inbox
• "Billing Team" group → Assigned to "Billing Questions" inbox

See Routing Configuration for details.

Best Practices

User Management:

• ✅ Use descriptive email addresses (e.g., [email protected], not [email protected])
• ✅ Assign roles based on actual responsibilities
• ✅ Regularly review active users and deactivate those who've left
• ✅ Document who has Admin access for security purposes

Role Assignment:

• ✅ Admins: Limit to 2-3 trusted team leads - Team leads who monitor but don't change settings
• ✅ Agents: Frontline support staff

Group Organization:

• ✅ Create groups by function (Support, Sales, Billing)
• ✅ Create groups by shift (Day Shift, Night Shift)
• ✅ Create groups by expertise (Technical, General, VIP)
• ✅ Keep group sizes manageable (5-15 users per group)
• ✅ Use clear, descriptive names

Onboarding New Users:

• ✅ Send an invitation before their first day
• ✅ Add them to the appropriate groups immediately
• ✅ Provide training materials and documentation
• ✅ Start with the Admin role for training, then switch to Agent
• ✅ Monitor their first few conversations

User Permissions Reference

What Admins Can Do:

• ✅ All Supervisor and Agent capabilities
• ✅ Manage all settings (inboxes, routing, SLA, etc.)
• ✅ Add, edit, and remove users
• ✅ Create and manage groups
• ✅ Configure automations
• ✅ Manage integrations
• ✅ View all analytics and reports
• ✅ Delete conversations

What Agents Can Do:

• ✅ View assigned conversations in the Inbox
• ✅ Reply to customers
• ✅ Use conversation tools (labels, canned responses, AI, media)
• ✅ Add internal notes and mentions
• ✅ View personal performance metrics
• ✅ Close conversations
• ❌ Cannot access settings

Troubleshooting

User didn't receive the invitation email

Check:

• ✅ Email address is correct (no typos)
• ✅ Check spam/junk folder
• ✅ Resend invitation from Users & Groups → Users tab
• ✅ Verify email delivery isn't blocked by the corporate firewall

User can't see conversations

Check:

• ✅ User is added to the appropriate group
• ✅ Group is assigned to the inbox
• ✅ For Agents: conversations must be assigned to them (unless pooled routing)
• ✅ User is set to Active status
• ✅ Routing configuration is correct

Can't delete a user

Possible reasons:

• User is the account owner (cannot be deleted)
• User has active conversations assigned
• User is the only Admin

Solution:

• Reassign their conversations first
• Deactivate instead of deleting
• Add another Admin before removing this one