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Users can be added individually by following these steps or can be imported in
bulk. When a user is added, they will need to activate their account. The
account activation is done by clicking on the link in the email to complete the
process.
In the CCAI Platform portal, go to Settings > Users & Teams.
On the Users & teams settings page, click Add users
on the left side of the screen in the Users section.
Enter the email address matching the email address the agent uses
to login to the CRM.
Enter the agent's first and last name.
Optional: Add an agent alias. For more information, see Agent
aliases.
Optional: If you use an external ID system, enter the ID for reference
when needed.
Optional: International Calling: Do not limit dialing to the restricted country
codes. Check this box to enable your global phone management settings'
international calling configuration. See
Phone number management: Allow or Deny international calls.
Required for agent adapter localization: Select the location of
the user. Used to dictate default language in the agent adapter and
for more clarity in monitoring and reporting. Locations also help
the CCAI Platform team with troubleshooting if needed.
Mark the checkboxes for the applicable roles. For more information about
roles, see Custom roles & permissions.
(Optional) Set the agent's chat concurrency setting. Enter the maximum amount
of chats the agent can handle at one time. This setting overrides the general
setting in Chat settings.
Click Save.
Invitation email
Once you click the save button in the create user flow, an email will be sent to
the email address specified with an invite link to activate their account.
Email subject: Invitation to <Your Company Name> Support. The company
name used here is set in Settings > Support center details.
Email body: You have been invited to join YOUR COMPANY NAME on
the CCAI Platform.
Invite Link: Takes the user to the CCAI Platform portal sign in page set up
their password or sign in using SSO if enabled. The link doesn't have a
defined expiration duration, however, it will be invalidated once it is
accepted or a new invitation link has been sent.
View existing users and teams
The user list for any selected team will only display the list of users
that are directly assigned to that team or sub-team. To avoid confusion
and not show an agent or user assigned to a sub-team multiple times in any
higher-level teams, users only show in the team they are directly
assigned to.
Example:
Parent team A (450 users) - all 450 agents are assigned to sub-teams, none are
directly assigned to team A - user list will show: 0 users
Team A-1 (200 users) - user list will show: 200 users
Team A-2 (150 users) - user list will show: 150 users
Team A-3 (100 users) - user list will show: 0 users
Team A-3.1 (90 users) - user list will show: 90 users
Team A-3.2 (10 users) - user list will show: 10 users
The filter drop-down can be used to restrict the users that are displayed.
Filter options include:
Unactivated users.
Unassigned agents.
Edit users
User information can be edited by clicking on the pencil icon next to the
user's name:
Tip: Best practice is to only edit agent information when the agent is not
signed in to the CCAI Platform instance. This is due to the agent name
changes not being saved if the agent is signed in, the name is changed, and then
the agent takes a call or chat.
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-08-25 UTC."],[[["\u003cp\u003eUsers can be added individually or in bulk, and upon creation, each user receives an email with an activation link to complete the account setup.\u003c/p\u003e\n"],["\u003cp\u003eThe process of adding a user involves specifying their email, name, optional alias and external ID, location, applicable roles, and a chat concurrency setting.\u003c/p\u003e\n"],["\u003cp\u003eThe location field is a required setting for agent adapter localization and reporting purposes, selected from a pre-configured list, which will help in user language settings and troubleshooting.\u003c/p\u003e\n"],["\u003cp\u003eWhen viewing users in teams, only those directly assigned to that team or sub-team will be displayed to prevent user duplication in the list, and filters can be used to refine the user list.\u003c/p\u003e\n"],["\u003cp\u003eUser information should be edited while the user is not signed into the CCAI platform to prevent potential data loss.\u003c/p\u003e\n"]]],[],null,["# Add, view, and edit users\n\nUsers can be added individually by following these steps or can be imported in\nbulk. When a user is added, they will need to activate their account. The\naccount activation is done by clicking on the link in the email to complete the\nprocess.\n\nFor details about each default user role and how to create custom roles, see\n[Default user roles and permissions: Agent, Managers,\nAdmin](/contact-center/ccai-platform/docs/user-roles-permissions#default-roles)\nand [Custom roles \\&\npermissions](/contact-center/ccai-platform/docs/user-roles-permissions#custom_roles_permissions).\n\nSee [Bulk user\nmanagement](/contact-center/ccai-platform/docs/bulk-user-management) for details\non adding more than one user at a time.\n\nAdd users\n---------\n\n1. In the CCAI Platform portal, go to **Settings** \\\u003e **Users \\& Teams**.\n\n2. On the **Users \\& teams settings** page, click **Add users**\n on the left side of the screen in the **Users** section.\n\n3. Enter the email address matching the **email address the agent uses\n to login to the CRM**.\n\n4. Enter the agent's first and last name.\n\n5. Optional: Add an agent alias. For more information, see [Agent\n aliases](/contact-center/ccai-platform/docs/agent-alias).\n\n6. Optional: If you use an **external ID** system, enter the ID for reference\n when needed.\n\n7. Optional: **International Calling: Do not limit dialing to the restricted country\n codes** . Check this box to enable your global phone management settings'\n international calling configuration. See\n [Phone number management: Allow or Deny international calls](/contact-center/ccai-platform/docs/Call_Settings_and_Features#allowdeny_international_calls).\n\n8. Required for agent adapter localization: Select the **location** of\n the user. Used to dictate default language in the agent adapter and\n for more clarity in monitoring and reporting. Locations also help\n the CCAI Platform team with troubleshooting if needed.\n\n | **Note:** This field is a drop-down with pre-configured locations. To add locations, see [Localized languages in the agent adapter and user location entry](/contact-center/ccai-platform/docs/Operations_Management#localized_languages_in_the_agent_adapter_and_user_location_entry).\n9. Mark the checkboxes for the applicable **roles** . For more information about\n roles, see [Custom roles \\& permissions](/contact-center/ccai-platform/docs/user-roles-permissions#custom_roles_permissions).\n\n | **Note:** If you're creating an administrator or manager account but want that person to have access to the call or chat adapter, the agent role also needs to be assigned.\n10. (Optional) Set the agent's chat concurrency setting. Enter the maximum amount\n of chats the agent can handle at one time. This setting overrides the general\n setting in [Chat settings](/contact-center/ccai-platform/docs/Chat_Settings_and_Features#UUID-edf6dbbd-4caa-3edc-9070-2dfecf1af729).\n\n11. Click **Save**.\n\n### Invitation email\n\nOnce you click the save button in the create user flow, an email will be sent to\nthe email address specified with an invite link to activate their account.\n\n- **Email subject:** Invitation to \\\u003cYour Company Name\\\u003e Support. The company\n name used here is set in **Settings \\\u003e Support center details**.\n\n- **Email body:** You have been invited to join YOUR COMPANY NAME on\n the CCAI Platform.\n\n- **Invite Link:** Takes the user to the CCAI Platform portal sign in page set up\n their password or sign in using SSO if enabled. The link doesn't have a\n defined expiration duration, however, it will be invalidated once it is\n accepted or a new invitation link has been sent.\n\nView existing users and teams\n-----------------------------\n\nThe user list for any selected team will only display the list of users\nthat are directly assigned to that team or sub-team. To avoid confusion\nand not show an agent or user assigned to a sub-team multiple times in any\nhigher-level teams, users only show in the team they are directly\nassigned to.\n\nExample:\n\n- Parent team A (450 users) - all 450 agents are assigned to sub-teams, none are\n directly assigned to team A - user list will show: **0 users**\n\n - Team A-1 (200 users) - user list will show: **200 users**\n\n - Team A-2 (150 users) - user list will show: **150 users**\n\n - Team A-3 (100 users) - user list will show: **0 users**\n\n - Team A-3.1 (90 users) - user list will show: **90 users**\n\n - Team A-3.2 (10 users) - user list will show: **10 users**\n\nThe **filter** drop-down can be used to restrict the users that are displayed. \n\nFilter options include:\n\n- Unactivated users.\n\n- Unassigned agents.\n\nEdit users\n----------\n\nUser information can be edited by clicking on the pencil icon next to the\nuser's name:\n\n**Tip:** Best practice is to only edit agent information when the agent is not\nsigned in to the CCAI Platform instance. This is due to the agent name\nchanges not being saved if the agent is signed in, the name is changed, and then\nthe agent takes a call or chat."]]
