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Employees in contact centers often need to be removed from systems quickly and
also frequently need to be re-added, without losing important data. The
CCAI Platform portal allows administrators to deactivate and reactivate users.
Deactivated user
Deactivating a user disables the user from the CCAI Platform portal and the agent
adapter in the CRM. The user is also placed in an offline status.
In particular, the user will no longer be able to:
Login:
Cannot sign in to the CCAI Platform portal or agent adapter in the CRM.
The user is logged out and placed in offline status.
Data:
Data about this user can be accessed in reports and API data.
Assignments:
User is removed from assigned teams.
If assigned individually, the user will be removed from queue assignments.
Reactivated user
Reactivating a user enables the user to access the CCAI Platform portal and the
agent adapter in the CRM.
In particular, the user will be able to:
Login:
No activation email will be sent.
The previous password can be used to login to access the agent adapter in
the CRM and the CCAI Platform portal.
Data:
Previous call data still can be accessed in reports and API.
Assignments:
User needs to be re-added to teams.
User needs to be re-added to queues if assigned individually.
Deactivate an individual user
In the CCAI Platform portal, go to Settings > Users & Teams.
Search for the name of the user you would like to deactivate.
Mark the checkbox next to the user's name.
Click Deactivate.
Click Deactivate again in the dialog to confirm the action.
For multiple users, mark the checkbox for more than one user at a time.
Deactivate multiple users
In the CCAI Platform portal, go to Settings > Users & Teams.
Click a user list (ex. All Users, Agents).
Mark the checkbox(s) next to the names of the users you would like
to deactivate.
Click Deactivate.
Reactivate individual users
In the CCAI Platform portal, go to Settings > Users & Teams.
Search for the name of the user you would like to reactivate.
OR Click a user list (ex. All Users, Agents).
Click the checkbox next to Show deactivated.
Click Activate next to the user's name;
OR Mark the checkbox(s) next to the names of the users you would
like to reactivate.
Click Reactivate.
Reactivate multiple users
In the CCAI Platform portal, go to Setting > Users & Teams.
Click a user list (ex. All Users, Agents).
Click the checkbox next to Show deactivated.
Mark the checkbox(s) next to the names of the users you would like
to reactivate.
Click Activate.
Filter user lists for deactivated users
In the CCAI Platform portal, go to Settings > Users & Teams.
Click a user list (ex. All Users, Agents).
Click the filter drop-down and select Deactivated agents.
[[["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\u003eThe CCAI Platform portal allows administrators to deactivate and reactivate users, instead of deleting them, to preserve data and manage access.\u003c/p\u003e\n"],["\u003cp\u003eDeactivating a user removes their access to the CCAI Platform portal and CRM agent adapter, logs them out, and removes them from team and queue assignments.\u003c/p\u003e\n"],["\u003cp\u003eReactivating a user restores their access to the CCAI Platform portal and CRM agent adapter using their previous password, and retains their call data.\u003c/p\u003e\n"],["\u003cp\u003eTo manage deactivated users, the platform provides features to filter user lists and to reactivate individuals or multiple users simultaneously.\u003c/p\u003e\n"]]],[],null,["# Deactivate and activate users\n\nEmployees in contact centers often need to be removed from systems quickly and\nalso frequently need to be re-added, without losing important data. The\nCCAI Platform portal allows administrators to deactivate and reactivate users.\n| **Note:** It is not possible to delete a user from CCAI Platform, use the deactivation feature instead.\n\n**Deactivated user**\n\nDeactivating a user disables the user from the CCAI Platform portal and the agent\nadapter in the CRM. The user is also placed in an offline status.\n\nIn particular, the user will no longer be able to:\n\n- Login:\n\n - Cannot sign in to the CCAI Platform portal or agent adapter in the CRM.\n\n - The user is logged out and placed in offline status.\n\n- Data:\n\n - Data about this user can be accessed in reports and API data.\n- Assignments:\n\n - User is removed from assigned teams.\n\n - If assigned individually, the user will be removed from queue assignments.\n\n**Reactivated user**\n\nReactivating a user enables the user to access the CCAI Platform portal and the\nagent adapter in the CRM.\n\nIn particular, the user will be able to:\n\n- Login:\n\n - No activation email will be sent.\n\n - The previous password can be used to login to access the agent adapter in\n the CRM and the CCAI Platform portal.\n\n | **Note:** If the user doesn't have the previous password, direct the user to click the reset password button on the sign in screen.\n- Data:\n\n - Previous call data still can be accessed in reports and API.\n- Assignments:\n\n - User needs to be re-added to teams.\n\n - User needs to be re-added to queues if assigned individually.\n\nDeactivate an individual user\n-----------------------------\n\n1. In the CCAI Platform portal, go to **Settings** \\\u003e **Users \\& Teams**.\n\n2. Search for the name of the user you would like to deactivate.\n\n3. Mark the checkbox next to the user's name.\n\n4. Click **Deactivate**.\n\n5. Click **Deactivate** again in the dialog to confirm the action.\n\n6. For multiple users, mark the checkbox for more than one user at a time.\n\nDeactivate multiple users\n-------------------------\n\n1. In the CCAI Platform portal, go to **Settings** \\\u003e **Users \\& Teams.**\n\n2. Click a user list (ex. All Users, Agents).\n\n3. Mark the checkbox(s) next to the names of the users you would like\n to deactivate.\n\n4. Click **Deactivate**.\n\nReactivate individual users\n---------------------------\n\n1. In the CCAI Platform portal, go to **Settings** \\\u003e **Users \\& Teams.**\n\n2. Search for the name of the user you would like to reactivate.\n\n **OR** Click a user list (ex. All Users, Agents).\n3. Click the checkbox next to **Show deactivated**.\n\n4. Click **Activate** next to the user's name;\n\n **OR** Mark the checkbox(s) next to the names of the users you would\n like to reactivate.\n5. Click **Reactivate**.\n\nReactivate multiple users\n-------------------------\n\n1. In the CCAI Platform portal, go to **Setting** \\\u003e **Users \\& Teams**.\n\n2. Click a user list (ex. All Users, Agents).\n\n3. Click the checkbox next to **Show deactivated**.\n\n4. Mark the checkbox(s) next to the names of the users you would like\n to reactivate.\n\n5. Click **Activate**.\n\nFilter user lists for deactivated users\n---------------------------------------\n\n1. In the CCAI Platform portal, go to **Settings** \\\u003e **Users \\& Teams.**\n\n2. Click a user list (ex. All Users, Agents).\n\n3. Click the filter drop-down and select **Deactivated agents**."]]
