Adding profile guidelines

When inviting people to the team, consider putting some rules in place regarding profile images and bios. For example, will your company host a picture day for taking profile pictures? In general, may team members use pictures of their puppies? For bios, should each team member let customers know about their hobbies, their favorite product available on your website, or some other piece of information?

1. On the Settings screen, click Manage Team.
2. Click Team Settings.
3. In the Team Settings dialog, enter the Profile Guideline Text you want users to see, and then click Save.

   The guideline text appears on the profile page, by the Profile field.

Creating an invitation

Complete the following steps to send an invitation to join your Agent Connect team.

1. On the Settings screen, click Manage Team.
2. In the Add/Edit Team Members dropdown, select either Invite team leader or Invite team member, depending on the role of the person you are inviting.

   If you are inviting an Admin user, select Invite team leader.

3. Select a License type for the user.

   For most users, select Standard. If your company has purchased additional flexible seats (such as for seasonal workers), select Flexible if you want to this user to occupy one of those seats.

4. Enter the user's First Name and Last Name.
5. If this invitation is for an Admin user, turn on the Company admin field.
6. Enter the name of the user's Team Leader.

   Team Members report to Team Leaders. Typically, Team Leaders report to Admins, but they can report to another Team Leader.

7. Select one or more channels the user will use to interact with customers, from Phone interactions, Chat interactions, and Email interactions.
8. Select the Employment status of the user.
9. Enter one or both of the user's Email address and Employee ID.

   The profile must have at least one of these fields defined, else the user cannot sign in to Agent Connect. If you do not provide an Email address, you must provide a Temporary password the user can use to sign in.

10. Optionally, in the Start Date field, enter the date the user started (or will start) working at your company.
11. Click Invite.

    Agent Connect sends an email, inviting that person to the team.

Sending delayed welcome emails

Agent Connect enables you to bulk create profiles. As part of that process, you can choose to delay the sending of welcome emails until you are ready for people to join the team. For example you might want to create profiles early in the configuration process, but wait until the environment is fully configured before sending invitations. For more information about bulk creating profiles, see Profiles.

When you are ready to send queued invitations, complete the following steps:

1. On the Settings screen, click Manage Team.
2. In the Add/Edit Team Members dropdown, select Send delayed welcome emails.

   Agent Connect sends all queued welcome emails immediately.

Accepting an invitation

When an invitation email arrives, click Confirm account in the email to get started.

If your Team Leader or Admin provided a temporary password, sign in with that password. Whether you were assigned a temporary password, you are prompted to create a new password for your account.

If your bio, state or country, and a profile picture is missing in your profile, you are asked to complete your profile. If all required fields were already created by a Team Leader or Admin, you are routed directly to the Stream after setting your password. For more information about profiles, see Profiles.