User management

Role required: Customer Admin or Channel Admin. See LivingLens user roles.

User accounts identify who can access Medallia LivingLens and what permissions they have while using the system. Every person that logs in to LivingLens needs their own user account. Every user account has access to one or more LivingLens channels and the media therein.

User profiles display user account information, the LivingLens channels a user has access to, and which role and permissions the user has for each channel.

User roles determine what functionality a user has access to in a channel and what screens those users can see. For more information, see LivingLens user roles. User roles are assigned to a user on a per channel basis. The exception is the Customer Admin user role, which automatically provides the user access to every channel in the Customer group.

By managing users and roles, you control who can access LivingLens, what channels the user can access and what functionality is available to the user in the channel.

See the following sections for additional details about user management:

LivingLens does not currently support user deletion. To deactivate a user so they cannot log in to LivingLens, see Available actions. To manage the channels a user has access to, see Managing a user profile.

User Management screen

The User Management screen lists all users you have permission to see. Click Settings icon and select User icon User Management to access the User Management screen and view and manage users.

User Management screen showing a list of users and available options.

Use the Search, Status, and Channel options at the top of the screen to filter the list of users.

  • Search searches the Email field, and the First Name and Last Name fields provided they have text input on the user profile.
  • The Status menu toggles between a display of users that are Active, Disabled, and Awaiting Activation. For a description of these statuses, see Available actions.
  • The Channel menu displays all channels you have permission to see. Scroll through the menu and select a specific channel to display its users.
Tip: To return to the default view of all users after selecting a channel from the Channel menu, open the Channel menu and select All Channels.
The User Management screen displays the following information about users:
  • Email — The user account email, required for user creation.
  • First Name — The user's First Name if input for the user account. May be blank.
  • Last Name — The user's Last Name if input for the user account. May be blank.
  • Active — Indicates when the user is Active (Check icon), Awaiting Activation (Not active icon), or inactive/Disabled (Not active icon).
  • Channel Role — Displays a user's role in the selected channel. Appears blank when no channel is selected.

Click any table heading to sort the corresponding column alphabetically.

If you have access to more than 20 users, page numbers are available in the lower right of the screen to scroll through the list of users. Click a page number, or click < or > to select a different page.

Use the View menu to change the number users listed per page for the duration of your session. Click the menu to select 20, 40, or 60 users per page.

Available actions

Actions change the account status or allow you to change the account details.

Edit — Edit the user profile and add, edit, or delete user access to a channel. This is available for all user accounts regardless of status

Some available actions depend on the user account status. The following statuses and associated actions are available:

  • ActiveCheck icon — User is currently active. Displayed when a user is able to access the platform via a password or SAML authentication. Click Down arrow menu icon to extend the menu and select Disable user to deactivate the user. See the Important note below.
  • Awaiting ActivationNot active icon — The account exists but the user has not set a password to activate it. Click Down arrow menu icon to extend the menu and select Resend registration email to resend the activation welcome email to prompt the user to create a password. This can be re-sent once every 24 hours.
    Restriction: Awaiting Activation is only available to Customer Admins.
  • Disabled Not active icon — User is currently inactive and cannot log in to the LivingLens platform. Click Down arrow menu icon to extend the menu and select Enable user to reactivate the user.
Important: LivingLens does not currently support user deletion. To deactivate a user so they cannot log in to LivingLens, deactivate the account by clicking their Active (green) button to Inactive (red). Customer Admins can only deactivate a user if they solely have access to channels in your Customer group. Channel Admins can only deactivate a user if they solely have access to channels you are Channel Admin of. If the user has access to additional channels that you are not Admin of, the platform does not deactivate the user and displays a message Failed to save change to active status of user. To manage or remove the channels a user has access to, see Managing a user profile.

Creating a new user

These steps manually create a LivingLens user account and should be used when the user solely needs access to LivingLens.

To use SAML authentication to create accounts at your organization, contact your Medallia expert.

Insights Suite customers using Promoter.io with LivingLens should manage user accounts via https://app.promoter.io/insights/.

To create a new LivingLens user account:

  1. Click Settings icon and select User icon User Management to access the User Management screen.

  2. Click Create New User Profile to open the Create User modal window. The Profile tab displays by default.

  3. On the Profile tab, enter the user email address.

  4. It is optional but recommended to enter the user's first name and last name.

  5. Use the toggles on the left side of the screen for programmatic account management. Your Medallia expert will communicate if required.

    • SAML User — Deactivated (grey) by default. Only toggle to activate (purple) when converting a pre-existing user account to a SAML-authenticated user account. Contact your Medallia expert for more information.

    • Embed User — Deactivated (grey) by default. Only toggle to activate (purple) when creating a service user account. Contact your Medallia expert for more information.

  6. Click the Permissions tab to add a channel to the user profile. An account must have at least one channel. Customer Admins can only view and add channels in their Customer group. Channel Admins can only view and add channels they are Channel Admin of.

    To add a channel:

    1. Click the Select A Channel To Add Permissions menu.

    2. Scroll to the channel name or type the channel name in the Search field.

    3. Click the channel name so it appears in the menu and click Add Channel.

    4. The Permissions table appears beneath the menu. Select the permissions for the user to have in the channel.

      1. By default, the user is given the Standard user role. Select the user role from the role menu. For more information, see LivingLens user roles.

      2. Assign Add On user roles as needed.

        1. Click Select Add On Roles to open the Add On roles menu.

        2. Select the radio buttons for Mobile, Analytics, and/or Shared Content Viewer. If the user role is Pro or Channel Admin, you may select Shareable Links Creator. For more information, see LivingLens user roles.

    5. (Optional) Add additional channels per the steps above.

  7. Click Save. This automatically creates the user and sends them a welcome email. For more information, see Welcome email.

Managing a user profile

Manage a user's profile to assign access to additional channels, edit or remove existing channel permissions, and update user account information. Use this screen to view all channels a user has access to.

Note: Customer Admins and Channel Admins cannot edit their own roles on their user profile.
From the User Management screen, find the user and click Edit to access the Edit User screen.

Adding additional channels

To add a channel to a user account:
  1. Click the Permissions tab.

  2. Click the Select A Channel To Add Permissions menu.

  3. Scroll to the channel name or type the channel name in the Search field.

  4. Click the channel name so it appears in the menu and click Add Channel.

  5. Channels are listed in alphabetical order in the Permissions list. Locate the new channel and select the permissions for the user to have in it.

    1. By default, the user is given the Standard user role. Select the user role from the role menu. For more information, see LivingLens user roles.

    2. Assign Add On user roles as needed.

      1. Click Select Add On Roles to open the Add On roles menu.

      2. Select the radio buttons for Mobile, Analytics, and/or Shared Content Viewer. If the user role is Pro or Channel Admin, you may select Shareable Links Creator. For more information, see LivingLens user roles.

  6. (Optional) Add additional channels per the steps above.

  7. Click Save to save changes to the user profile.

Editing existing permissions

For any channel listed on the Permissions tab, edit a specific channel permissions:

  • Select an alternative user role from the role menu.
  • Select or deselect the radio buttons for Mobile, Analytics, Shared Content Viewer, and/or Shareable Links Creator. For more information, see LivingLens user roles.
  • Remove the user's access to the channel by clicking Remove followed by Delete.

Editing a user profile

Make the following edits to a user profile on the Profile tab:
  • First Name — Input or edit text.
  • Last Name — Input or edit text.
Note: User Email is not editable after the user is created. If a user email was input incorrectly when the user was created, create a new user using the correct email.
Make the following edits to a user profile on Permissions tab:
  • User Default channel — Every LivingLens user has a Default channel. This is the channel that loads after login. By default, the Default channel is the first channel a user is given access to. Edit the default channel by selecting one from the User Default Channel menu.

  • Remove All Permissions — Click Remove All Permissions to remove all channel permissions for a user. After all existing permissions are removed, add at least one new channel to save the user.

Note: An account must have at least one channel.
Click Save to save changes to the user profile.

If you cannot deactivate a user and need to restrict access to LivingLens, remove the user's access to channels in your Customer group. Customer Admins can create a channel for restricted users, as a user account must have at least one channel in the Customer group.

Role required: Customer Admin.

  1. Create a channel for restricted users. See Channel Management Creating a new channel.

  2. Add the user to the channel for restricted users. LivingLens recommends the Standard user role.

  3. Remove the user's access to channels.

  4. Click Save to save changes to the user profile.

Cancel Changes — Click Cancel Change to exit the Edit User screen without saving. The user profile maintains all permissions last saved.