Bulk creating profiles

Creating many individual profiles can be a long, time consuming process, especially if your organization is large. To make the process more efficient, Agent Connect provides the ability for you to bulk create all of your team's profiles at once.

The best practice of creating all Team Leader and Admin profiles first still applies. This way, when you create your Team Members you can assign them to the correct team using their Team Leader's email address or custom employee ID.

You cannot add profile pictures as part of a bulk create process. That must be done by creating profiles individually, as described in Creating profiles for other people.

For an overview of this process, watch this video:

  1. On the Settings screen, click Manage Team.
  2. In the Add/Edit Team Members dropdown, select Bulk create.
  3. On the Bulk Update Team Members screen, select the type of users you want to create, either Team Members or Team Leaders.
    The Bulk Create Team Members screen
  4. Click Download Template.
    This downloads a spreadsheet template you can fill with team profile information.

    A bulk create spreadsheet template

  5. Enter profile information in the spreadsheet, with each row representing a unique profile.
    Important: The spreadsheet is case sensitive. The following columns are required:
    • Either Email address or Custom employee ID
    • License type
    • Last name
    • First name
    • Phone channel enabled
    • Chat channel enabled
    • Email channel enabled
    • Team leader identifier
  6. Save the file as either Unicode text or UTF-16 Unicode format.
    Important: The upload process fails unless the file is saved as one of these formats.
  7. On the Bulk Create Team Members screen, click Choose file, and then select your spreadsheet.
  8. Optional: Turn on the Delay welcome emails field.
    Do this If you need time to get Agent Connect fully configured before inviting users.

    This delays the sending of welcome emails after the new profiles have been processed, and adds an option to the Manage Team screen that enables you to send the welcome emails in bulk when you are ready.

  9. Click Preview.

    Agent Connect displays a preview with errors highlighted in red, and valid information highlighted in green.

  10. If there are errors, correct them in the file, then re-upload and and preview the file.
  11. When all changes in the preview are green, click Continue.

    Agent Connect begins the update process. If there are any issues when creating the profiles, Agent Connect sends you an email so you can re-upload a new file if necessary.

After Agent Connect processes the profiles, it does one of the following:

  • If you did not set the Delay welcome emails field, Agent Connect immediately sends each new user an invitation email inviting them to set their password.
  • If you set the Delay welcome emails field, Agent Connect keeps the welcome emails queued. When you are ready to send the emails
    1. Navigate to the Manage Team screen.
    2. In the Add/Edit Team Members dropdown select Send delayed welcome emails.

For more information about sending and receiving invitations, see Invitations.