User Management

Use the User Management tab in Account Settings to create users, control login access, manage team assignments, and store user-level custom data.

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Find the Right User

The user list is grouped into sections so you can quickly find who needs attention:

• Managed: Login Access - users who can sign in
• Managed: Agent Only - users used for scoping/reporting only
• Inferred / Unassigned - AI-inferred names with activity but no login/team setup yet

You can search by user name or login email from the search bar at the top.

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Add a User

1. Go to Account Settings and open the User Management tab
2. Click Add User
3. Enter User Name
4. Set Login Access:
   • ON: user can sign in and receives an invite email
   • OFF: user is created as agent-only (no invite)
5. If Login Access is ON, enter the user’s Email
6. Select at least one Team
7. Add custom data if needed
8. Click Send Invite (or Create Agent Only)

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Manage an Existing User

1. Find the user in the list
2. Click Manage
3. In the dialog, update:
   • Login Access toggle
   • Email (when login access is enabled)
   • SMS 2FA Required when available for login users
   • Teams assignment
   • Custom Data
4. Click Save Changes

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Choose Login Access

Turn Login Access on when the person should be able to sign in. Turn it off when the user only needs to exist for team scoping, reporting, scoring, or agent assignment.

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SMS 2FA

For login-access users, admins can require SMS two-factor authentication. If login access is turned off for a user, SMS 2FA is disabled for that user. SSO logins bypass SMS 2FA.

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Custom Data

Custom data stores key-value properties on a user. These values can support organization-specific routing, whitelabel behavior, or reporting.

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Inferred / Unassigned Users

The Inferred / Unassigned section helps you clean up transcript-detected names that are not fully configured yet. Use Show to expand this list, then convert relevant entries into managed users by opening Manage and assigning teams/login access.