Setting up your Team

First, decide how you want to build out your team within Agent Connect. You can choose to create new user profiles yourself, or you can send invites to have your team create their own profiles. The two basic methods for setting up your team involve either creating or inviting, so we'll go over those two options below but we also offer the ability to create user profiles in bulk outlined in Creating new users in bulk.

It's important to think about your team's hierarchy when creating profiles for each member at the correct role-level, so they have access to the data and permissions they need. Roles and permissions are customizable within each organization but you can find further information in Data scope and permissions. A user's place within the Team Hierarchy will also determine where their data appears when reporting on team performance.

Creating Profiles

The first option is to have an Admin (or any user in a role with access to Create & Manage users) create an individual profile for each member of your team. This option is most useful for smaller teams or teams that have strict profile standards. Having an Admin create a large number of profiles can take time, and it requires having all of the information they'll need for each profile available to them. Certain fields are required, like First and Last Name, Location, Profile Bio, Profile Image, etc. so make sure the profile creator has all of that at hand before beginning!

We recommend creating all users in a management role (such as Admins or Team Leaders) first. This makes it easier to build the team hierarchy by having their profiles available to select as the Team Leaders when creating profiles for or inviting their team.

How To Create User Profiles

1. On the Manage Team page, click on the Add Users button on the top right.

2. From the dropdown menu, select Create User.

3. Fill in the User profile with the required information:

   • Role - Select one of your organization's Roles for this user which will determine their permissions and data visibility

   • Can Manage Teams - Choose Yes or No to determine whether this user can manage teams which will make them available in the hierarchy to serve as a Team Leader.

   • Email Address - Enter the email address which will be associated with the user profile and which will be used to deliver system notification emails. ​Note: Either Email Address or Employee ID are required to create a new user profile.

   • Profile Image - An image will be required for sending Feedback surveys and will be the profile image displayed within the survey.

   • First Name - First Name will be used to identify the user and will be displayed as part of the Feedback survey.

   • Last Name - Last Name is used to identify the user and will not be displayed externally in the Feedback survey.

   • Home Town - Optional inclusion of the user's home town

   • State or Country - User's location used to personalize their profile within the Feedback survey.

   • Profile - User bio displayed in the Feedback survey to personalize the survey experience and gather feedback about the user.

   • Team Leader - Select the individual who will act as the Team Leader for this user. The user will report to their Team Leader in reporting and their data will be included in the performance reporting of their Team.

   • Employee ID (if applicable) - Enter an employee ID which may be used as a unique identifier for the user

   • Start Date - Enter the user's start date with the company to be able to reference their tenure with your organization.

   • Employment Status - Enter the employee's status (Full Time, Part Time, or Temp) to track their status within their profile

   • Channels - select the channels on which the team member works

   • Temporary Password - Option to set a temporary password for the profile

   • Group Membership - Select the Group(s) to which you would like this user to belong which will be used for Group reporting.

Select Create at the bottom to finish.​

Once you've finished creating a profile, we'll send an Email to the new member of your team asking them to confirm their account.

Inviting Your Team

Rather than creating profiles for your team, you can choose to invite them instead. Inviting users allows you to fill in only the basic information like their name and email address. We'll then send an email to each new member of your team, allowing them to complete their profile including their bio, profile picture, and location. This method is most helpful when you have a medium sized team, or when you don't have all of your team's profile information in front of you when you're setting up your team.

How To Invite a User

1. On the Manage Team page, click on the Add Users button on the top right.

2. From the dropdown menu, select Invite User.

3. Fill in the User profile with the required information:

   • Role - Select one of your organization's Roles for this user which will determine their permissions and data visibility

   • Can Manage Teams - Choose Yes or No to determine whether this user can manage teams which will make them available in the hierarchy to serve as a Team Leader.

   • Email Address - Enter the email address which will be associated with the user profile and which will be used to deliver system notification emails.

   • First Name - First Name will be used to identify the user and will be displayed as part of the Feedback survey.

   • Last Name - Last Name is used to identify the user and will not be displayed externally in the Feedback survey.

   • Team Leader - Select the individual who will act as the Team Leader for this user. The user will report to their Team Leader in reporting and their data will be included in the performance reporting of their Team.

   • Employee ID (if applicable) - Enter an employee ID which may be used as a unique identifier for the user

   • Start Date - Enter the user's start date with the company to be able to reference their tenure with your organization.

   • Employment Status - Enter the employee's status (Full Time, Part Time, or Temp) to track their status within their profile

   • Channels - select the channels on which the team member works

   • Temporary Password - Option to set a temporary password for the profile

   • Group Membership - Select the Group(s) to which you would like this user to belong which will be used for Group reporting.

Select Invite at the bottom to finish and send the user their invitation to Agent Connect.​

Profile Guidance

If you're inviting your team so that they can complete their own profiles, think about putting some rules in place regarding a profile image standard (will you have a headshot day for taking profile photos or can team members use photos of their puppies? How formal or informal the photos are is up to you!) or profile bio guidelines (should each team member let customers know about their hobbies or their favorite product available on your website, for example?)

You'll want to make sure you communicate these guidelines to your team before they fill in their profile. We provide you with the option to list these guidelines for your team within the profile settings if you'd like!

Setting Up Team Profile Guidelines:

1. On the Manage Team Team page, click the Team Settings button.

2. Fill in the Profile Guidelines field with the guidelines your team should follow when creating their profile and click Save at the bottom to finish.

Profile Image Best Practices

Using pictures of your team members within Agent Connect feedback requests helps to humanize your team & the overall support experience, and enables you to build closer connections with your customers. If team members are not comfortable using their own image, consider using a group photo or a photo of the team member's pet or favorite product. We recommend images to be at least 160 x 160 pixels to prevent blurriness.

Once your team's profiles are complete you're ready to start using Agent Connect! Please note that user profiles need to be approved in order for surveys to be sent to your customers for that team member!