UCal
  • Welcome
  • 🚀Getting Started
    • Quick Start
      • What is IS-Messenger?
      • Setting Up an Account
      • Connecting Channels
      • Inviting Your Teammates
      • Getting Contacts to Message You
      • Automated Welcome and Away Messages
      • Responding to Messages
      • Glossary of Terms
    • Connecting a Channel
    • Invite your teammates
    • Getting Contacts to Message You
    • Automated Welcome and Away Messages
    • Responding to messages
    • Glossary of Terms
    • Creating a Chatbot
  • ⚙️Workspace Modules
    • Dashboard
    • Inbox
      • Inbox Overview
      • Assignment and closing a conversations
      • Custom Inboxes
      • Interacting with Respond AI Prompts
      • Using AI Assist
    • Contacts
      • Contact Details
      • Contacts Overview
      • Merge Suggestions
      • Contact Activity
      • Contact Channels
      • Contact Import
      • Segments
    • Broadcast
      • Broadcast Overview
      • Managing Broadcasts
    • Workflow
      • Triggers
      • Workflow Step
        • Step: Send a Message
        • Step: Ask a Question
        • Step: Assign To
        • Step: Branch
        • Step: Update Contact Tag
        • Step: Update Contact Field
        • Step: Open Conversation
        • Step: Close Conversation
        • Step: Add Comment
        • Step: Jump To
        • Step: Wait
        • Step: Date & Time
        • Step: HTTP Request
        • Step: Trigger Another Workflow
        • Step: Add Google Sheets Row
        • Step: AI Agent
      • Workflow Templates
    • Reports
      • Reports: Conversations
      • Reports: Responses
      • Reports: Resolutions
      • Reports: Messages
      • Reports: Contacts
      • Reports: Assignments
      • Reports: Leaderboard
      • Reports: Users
      • Reports: Broadcasts
  • ⚙️Workspace Setting
    • Managing a Workspace
    • General
    • Users
      • Access Levels
    • Teams
    • Channels
      • Chat Menus
    • Contact Fields
    • Growth Widgets
      • Website Chat Widget Quick Start
      • Website Chat Widget Overview
      • Workspace Settings: Growth Widgets
      • Install Website Chat Widget on Squarespace
      • Install Website Chat Widget on Joomla
      • Install Website Chat Widget on Wix
      • Install Website Chat Widget on Shopify
      • Install Website Chat Widget on WordPress
      • How to Track Conversation Source from Multiple Websites
    • Respond AI
    • Integrations
      • Dialogflow
        • Dialogflow: Connecting to Dialogflow
        • Dialogflow: Creating a Chatbot
        • Dialogflow : Managing Intents
        • Dialogflow: Parameters
        • Dialogflow: Events
        • Dialogflow: Response Templates
        • Dialogflow: Custom Payloads
        • Dialogflow: Fulfillment Webhook Request
      • E-Commerce & CRM Integrations
        • E-Commerce Integration: Shopify
        • E-Commerce Integration: BigCommerce
        • E-Commerce Integration: WooCommerce
        • E-Commerce Integration: Magento
        • CRM Integration: HubSpot
        • CRM Integration: Salesforce
        • CRM Integration: Pipedrive
        • CRM Integration: ActiveCampaign
      • Zapier
      • Developer API
      • Webhooks
      • Make (formerly Integromat)
    • Closing Notes
    • Snippets
    • Files
    • Data Export
    • Data Import
  • ⚙️User Account
  • Profile
  • User Activity Status
  • Notifications
  • Resetting your Passwords
  • 👨‍👧‍👦CONTACT AND MESSAGES
    • Dynamic Variables
      • Dynamic Variables Overview
      • How to Use Dynamic Variables
    • Contact Search and Custom Inbox
    • Conversations
  • ⚙️MESSAGING CHANNELS
    • Channel Overview
    • Facebook Messenger
      • Facebook Messenger Quick Start
      • Facebook Chat Plugin
      • Private Replies
      • Message Tag
    • Instagram
      • Instagram Overview
      • Instagram Quick Start
    • WhatsApp
      • WhatsApp Business API Quick Start
      • Getting Ready for Inbound Conversations
      • Getting Ready for Promotional Messaging
      • WhatsApp Official Business Account (Green Tick)
      • Grow your WhatsApp Audience by Maximizing Entry Points
      • Get WhatsApp API Account for Government Agencies
      • Meta Business Verification
      • WhatsApp Message Templates
      • WhatsApp Pricing
      • WhatsApp Business Platform (API) Channel Configuration
      • WhatsApp Messaging Limits
      • Meta Product Catalog
      • Change Your WhatsApp Business Display Name
      • Phone Number Migration to IS-Messenger WhatsApp Business API
      • Turn-off WhatsApp Number Two-Step Verification
      • WhatsApp Cloud API
        • Migrating from On-Premises API to Cloud API
        • Migrating from Cloud API to On-Premises API
        • Set up the WhatsApp Echo Bot
        • Load Testing on Cloud API
        • Experiments
        • Webhooks Setup
      • 360Dialog WhatsApp
      • Twillio WhatsApp
      • MessageBird WhatsApp
      • Vonage WhatsApp
      • Phone Number Migration to WhatsApp Cloud API
    • Website Chat Widget
      • Install on WordPress
      • Install on Shopify
      • Install on Wix
      • Install on Squarespace
      • Install Website Chat Widget on Joomla
    • LINE
      • LINE Overview
      • LINE Quick Start
    • Telegram
      • Telegram Overview
      • Telegram Quick Start
    • Viber
      • Viber Overview
      • Viber Quick Start
    • SMS Overview
      • Twilio SMS Quick Start
        • Importing Contacts to Twilio SMS
      • MessageBird SMS Quick Start
      • Vonage SMS Quick Start
    • Twitter Overview
      • Twitter Quick Start
    • WeChat
      • WeChat Overview
      • WeChat Quick Start
    • Google Business Message
    • Email
      • Google Workspace Quick Start
      • Other Email
    • Custom Channel
      • Custom Channel Overview
      • Custom Channel Quick Start
  • New Release Update
  • Support Use Cases
    • How to Identify Contacts by Email and Phone NumberI
    • How to Enrich Customer Data from a CRM or other Business Software
    • How to Route Customers to the Right Team Automatically
    • How to Auto-Assign Customers to a Team or Dedicated Agent
    • How to Send Outbound Support Messages
    • Support: Closing Conversations
    • How to Supervise Your Support Agents
    • How to Analyze Reports for Support
    • How to Send CSAT to Customer and Save Data in Google Sheets or CRMs
  • Handling Inbound Conversations
    • Managing Spam
    • Create Automated Welcome and Away Messages
    • Get Contacts’ Consent for Personal Data Collection
    • Create Automated Chat Menus
    • Collect Contacts’ Emails and Phone Numbers
    • Route Contacts by Shifts
    • Route Contacts by Team Functions
    • Route New & Returning Contacts
    • Route VIP Contacts
    • Assignment Strategy: Automatic Contact Distribution & Load Balancing
    • Assignment Strategy: Unassign Agents after Conversations Closed
  • Capture Conversations
    • How to Streamline Meeting Scheduling via CTC Ads
    • How to Automate Product Info Sharing in Conversations Initiated via CTC Ads
    • How to Track Conversation Source from Multiple Websites
    • How to Route Contacts from CTC Ads to Agents
  • Automate Conversations
    • How to Maximize Customer Service Potential with AI Agent
    • How to Automate Contact Information Collection with AI
    • How to Route Contacts to Preferred AI Agent
    • How to Automatically Qualify Contacts Based on Budget Using AI Agent
    • How to Route Contacts by their Preferred Language
    • How to Create Automated Chat Menus
    • Assignment Strategy: How to Automate Contact Distribution & Load Balancing
    • Assignment Strategy: Unassign Agents after Conversations Closed
    • How to Create Automated Welcome and Away Messages
    • How to Block Contacts and Manage Spam
    • How to Route New and Returning Contacts
    • How to Collect Contacts’ Emails and Phone Numbers
    • How to Route New and Returning Contacts
    • How to Route Contacts by Team Functions
    • How to Route Contacts by Shifts
    • How to Get Contacts’ Consent for Personal Data Collection
    • How to Route VIP Contacts
  • How to Promptly Transfer Conversation Between Agents
  • How to Guide Customers from Exploration to Purchase with Engaging Menus
  • How to Optimize Customer Onboarding with Automated & Customized Welcome Messages
  • Converse with Customers
    • How to Get a Complete View of the Customers
    • How to Simplify Customer Escalation with Automation
    • How to Transfer Contacts to the Next Shift Automatically
    • How to Optimize Agents’ Productivity in the Messages Module
    • How to Align AI Conversations with Your Brand Voice
    • How to Draft Customer Replies with AI
    • How to Convert Image to Text Using AI
    • How Automate Calculations Using AI
  • Broadcasts Use Cases
    • How to Sending a Simple Broadcast
    • How to Start a Workflow Based on Broadcast Response
    • How to Import to Broadcast via WhatsApp
    • How to Troubleshoot a Failed Broadcast
  • Sales Use Cases
    • How to Collect Leads' Email and Phone Number
    • How to Enrich Contact Data and Qualify Leads
    • How to Route Leads
    • How to Auto-Assign Leads to Sales Agents
    • How to Send Outbound Sales Messages
    • How to Track Productivity by Closing Conversations
    • How to Supervise Sales Agents
    • How to Analyze Reports for Sales
  • Accessing Help Menu
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On this page
  • Getting Here
  • User Overview
  • User Profile
  • Last active
  • Actions
  • Adding New Users
  • Exporting Users
  • Managing User Roles and Access
  • Owner
  • Manager
  • Advanced Restrictions
  • Agent
  • Advanced Restrictions
  • Restrict Workflows Button
  • Mask Phone Number and Email Address
  • Revoking Access
  • Assign contacts to another user
  • Editing Users
  • User Access Permissions Details Chart
  • FAQ and Troubleshooting
  1. Workspace Setting

Users

Under the User Settings section, you can manage the users that have access to your Space.

PreviousGeneralNextAccess Levels

Last updated 1 year ago

Getting Here

This setting is accessible by Owner and Manager only!

This setting can be accessed from the Settings navigation menu under the menu item, Users.

In this settings, you can:

User Overview

Here, you will be able to see the list of existing users that have been invited to help you manage your Space. If they have not accepted your invitation, their email address will be marked as pending.

User Profile

The user profile consists of the user's profile avatar, display name, user access level and email address.

There is a status indicator at the bottom right of the user's profile avatar. If the green indicator is present, then it means the user is online. The status reflects in real-time.

Last active

The time beside the action buttons shows the user's last seen or last activity on the platform. This is useful for monitoring purposes.

Actions

There are two possible actions to take here:

Adding New Users

Step 1: Navigate to Users Settings From the Settings navigation menu, select Users from the menu

Step 2: Press ADD USER At the top bar, press the blue ADD USER button and the Add User dialog should open up.

Step 3: Fill in the email address Enter the email address of the user that you wish to invite into the Email Address field.

Step 4: Select Access Level Select an appropriate Access Level for this new user.

Step 5 : For Managers and Agents, advanced restrictions may be applied if necessary depending on your Organization's needs.

Step 6: Submit the details Once you have filled out the fields, press on the blue ADD button on the bottom right.

An invitational email will be sent to the user's email address that you entered. The new user will have to click on a link embedded in the invitation email to gain access to the space.

IMPORTANT: When you add a user to the space, the user will be added to the organization if they have not been added to the organization.

Exporting Users

If you wish to export the users of your workspace, you can do so by clicking on the export button. You can export your Users in a CSV file.

Managing User Roles and Access

A user cannot revoke or edit his own access. It requires another user with the privilege to do so.

There are three User roles on the IS-Messenger platform. Different User roles have different levels of access to the Workspace they have been invited to. The following are the available roles:

Assign roles to Users wisely in order to protect your Workspace. Roles allow you to limit the level of access of each collaborator invited to your Workspace.

Owner

Owner is a user access level that has access to all the modules of the platform except for billing. Owners can be invited to the Workspace by the Owners of the Workspace.

As an Owner, you can:

  • Have access to all modules

  • Manage Workspace settings

  • Invite Owners, Managers and Agents to the Workspace to collaborate

  • Manage Users

Manager

Managers are invited to work on the Workspace by Owners.

As a Manager, you can:

  • Have access to all modules

  • Restricted accessibility to Workspace Settings

  • Manage Workspace Settings

  • Invite Agents to the workspace to collaborate

  • Add Whatsapp Template Message (Twilio and MessageBird)

Advanced Restrictions

The following is the list of restrictions applicable to Agents:

Restrict Contact Visibility

The following is the list of restrictions that apply to Managers:

Access to Workspace Settings - Managers with this restriction cannot access the Workspace Settings. Therefore, they won't be able to manage or change the settings. They also cannot add or delete Channels. To do so, the Owner access level is required.

Contact Deletion - Managers with this restriction are not allowed to delete Contacts.

Data Export - Managers with this restriction are not allowed to perform any data export from any modules in the Workspace.

Integration - Managers with this restriction cannot connect any integration to the platform

Managers cannot connect Channels.

Agent

Agents are expected to respond to messages on the platform and have limited access.

As an Agent, you can:

  • Have access to Messages Module only

Advanced Restrictions

The following is the list of restrictions applicable to Agents:

Restrict Contact Visibility

  • View Contacts assigned to their Team and themselves

    • Agents with this restriction can only view Contacts who are assigned to themselves and their team in the Mine Inbox and Team Inbox. The agent won't be able to view unassigned Contacts and Contacts that are assigned to those who are not in their team.

  • View Contacts assigned to themselves only

    • Agents with this restriction can only view contacts assigned to themselves in the Mine Inbox. The agent won't be able to view unassigned contacts and contacts assigned to someone else.

For agents with the above restrictions, Contact views are accessible but they may not see the same Contact count as others if the view has Contacts they cannot access. The Contact view will only list the Contacts they are allowed to view.

Restrict Workflows Button

Agents with this restriction cannot see the Workflows icon in the messaging module. Hence, agents cannot initiate a Shortcut or view Ongoing Workflows.

Mask Phone Number and Email Address

Agents with this restriction will not be able to completely see a Contact’s Phone Number and/or Email Address.

Agents can add a phone number or email if the Contact’s profile does not initially have one, but cannot update them once this information has been added. To update them, agents need to seek assistance from their manager

Note that this option is only available for Enterprise plans.

Revoking Access

To revoke a user's access to your Space, press their respective Revoke Access button. This will open up the Revoke Access menu.

Assign contacts to another user

Revoking a User's access will remove them from your Workspace. By default, any Contacts that were previously assigned to this User will be marked as unassigned. If you want these Contacts to be assigned to another User, enable the checkbox option and select a User to assign Contacts to from a dropdown menu.

When revoking a User's access, their access to the Organization will remain. If you need to remove them from the Organization, please refer to this guide.

Be careful when you revoke a user's access. This action cannot be undone.

Editing Users

Click the Edit button to open up the Edit User menu and make changes to your existing users on your Workspace.

You can only make changes to a user's access level. Once you are done, press the blue UPDATE button to save any changes that you made.

User Access Permissions Details Chart

✅ = has access ⭕️ = can be allowed by Owner ❌ = no access

Owner

Manager

Agent

✅

✅

❌

✅

✅

❌

✅

✅

✅

✅

✅

⭕️

✅

✅

❌

✅

✅

❌

✅

⭕️

❌

✅

⭕️

❌

✅

⭕️

❌

✅

⭕️

❌

✅

⭕️

❌

✅

⭕️

❌

✅

⭕️

❌

✅

⭕️

❌

✅

⭕️

❌

✅

⭕️

❌

✅

✅

✅

✅

✅

✅

FAQ and Troubleshooting

How can I change a user’s email in my Workspace?

To change a user’s email, add a new user with the new email and provide them with the same access level as the user with the email you want to change.

If the user has organization-level access, we recommend configuring their user details following these steps. When an organization-level user's details are changed, it will be reflected in all the Workspaces that the user has access to.

Tips: Use the at the top to quickly find the user that you are looking for.

Read up more on !

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Learn how to . If an email is obsolete, you can .

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Access Level
Owner
Manager
Agent
add a new user here
delete the user by following the instructions here
Add a user
Revoke an existing user
Edit an existing user
Revoke
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