Invite new users
Set up teams and create user accounts
Teams are the foundation of user management in Agent Connect, consisting of a team leader and any number of team members. To build a team, you can choose to create new user profiles yourself or invite team members to create their own profiles.
This guide walks through the process of setting up your team and inviting team members to join your Agent Connect organization.
Plan your team structure
Think about your team's hierarchy when creating profiles, as this will impact the role, permissions, and data scope each member will need. A user's place within the team hierarchy will determine where their data appears when reporting on team performance, while their role will determine what they can access in the UI.
Agent Connect includes three pre-defined roles that you can customize as needed, and you can create additional roles to suit your organization's unique structure.
(Option 1) Create profiles
The first option is to create an individual profile for each member of your team. This option is most useful for smaller teams or those that have strict profile standards. Having a designated user create a large number of profiles can take time, and it requires having all of the information needed to complete each profile. Certain fields are required, such as First Name, Last Name, Location, Profile Bio, Profile Image, etc.
We recommend creating all users in a management role first (administrators and team leaders). This makes it easier to build the team hierarchy by having their profiles available to select as the team leaders when creating profiles for their team.
Follow the steps below to create new profiles:
On the Manage Team page, click the Add Users button near the top right of the page, then select "Create User".
Fill in the user profile with required and optional information:
Role — Select one of your organization's roles for this user, which will determine their permissions and data scope.
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 to associate with the user profile.
This will be used to deliver system notification emails.
Profile Image — Upload an image to be used in Feedback surveys for this user.
First Name — Enter a first name to be used in Feedback surveys.
Last Name — Enter a last name.
The last name will not be displayed in Feedback surveys and will only appear in the Agent Connect UI.
Home Town — Optionally include of the user's home town.
State or Country — Enter the user's location.
This will be used to personalize their profile within the Feedback survey.
Profile - Enter a user bio to display in Feedback surveys to personalize the survey experience.
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 the leader's team.
Employee ID (if applicable) — Enter an employee ID to use 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.
Employment Status — Enter the employee's status (Full Time, Part Time, or Temp).
Channels — Select the channels on which the team member works.
Temporary Password — Optionally set a temporary password for the user.
Group Membership — Select the group(s) to which this user belongs, which will be used for group reporting.
Click Create to finish.
Once you've finished creating a profile, we will send an email to the new member of your team with instructions to confirm their account.
(Option 2) Invite your team
Rather than creating profiles for your team, Agent Connect can send email invitations directly to them instead. Inviting users allows you to fill in only the basic information, such as their names and email addresses. We will then send an email to each new member of your team, allowing them to complete their own profiles when they log in. This method is most helpful when you have a medium sized team, or when you do not have all of your team's profile information available.
Follow the steps below to invite new users:
On the Manage Team page, click the Add Users button near the top right of the page, then select "Invite User".
Fill in the User profile with the required information, at minimum:
Role — Select one of your organization's roles for this user, which will determine their permissions and data scope.
Email Address — Enter the email address to associate with the user profile.
This will be used to deliver system notification emails.
First Name — Enter a first name to be used in Feedback surveys.
Last Name — Enter a last name.
The last name will not be displayed in Feedback surveys and will only appear in the Agent Connect UI.
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 the leader's team.
Channels — Select the channels on which the team member works.
Click Invite to finish.
Create profile guidance
If your team will complete their own profiles, consider putting rules in place regarding a profile image standard or profile bio guidelines. Think about how formal or informal their profiles should be, based on the image you wish to portray to your customers. There is no right or wrong answer here, but only what works best for your brand.
Communicate these guidelines to your team before they fill in their profiles. We provide you with the option to list these guidelines for your team within the profile settings via the steps below:
On the Manage Team Team page, click Team Settings.
Fill in the Profile Guideline Text field with the guidelines your team should follow when creating their profiles, then click Save.
Best practices for profile images
Using pictures of your team members within Agent Connect Feedback requests helps 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.
Once your team's profiles are complete, they must be approved individually or in bulk before surveys can be sent for that team member.
