This article will teach you everything you need to know about users/agents in Gecko.
Users can be created and managed from the Users page, and all user group permissions are managed from the Groups page. Chat teams can be managed from the Teams page.
Creating, editing, and deleting users
To add a new user to your Engage account, go to Settings > Users and click + New User in the top-right corner.
Give your new user a Full Name, Email Address, and User Group before clicking Save changes. This will send an email to the user inviting them to complete the sign-up process by setting their password.
If you'd like your team member to make calls using Gecko, be sure also to Enable VoIP.
Active users can be deleted from the Users page by clicking on their profile and selecting Actions > Archive user. Archived users can be restored anytime by filtering the users' page to display Archived users and selecting Restore users.
Once created, users can be added into Chat Teams for future conversation assignments.
User groups and permissions
User groups give you complete autonomy over what individual users are (or are not) able to do within your Gecko account.
As well as giving you granular control over who can view, create, update, delete, or listen, Gecko provides you with some helpful pre-defined user groups:
Administrators - Full system permission.
Chat Agent - All the permissions your agents need to view, close, update and delete conversations. Chat agents are not able to access any area of Gecko outside of the Conversations > Inbox page, or the Contact > Overview page.
Call Agents - All the permissions your callers need to make calls and message students. Call agents are not able to access any area of Gecko outside of Call campaigns that they're assigned to.
Custom - You're free to make the rules. Choose which permissions you'd like your group to have.
User settings
Users can access their own profile anytime by clicking their name in the top-right corner and selecting User Settings. Administrators an modify any other user's profile by heading to the Settings > Users page.
Under the Chat settings tab, users can modify a range of critical chat-specific fields. Here are some of the most important:
Alias—If the user is speaking with students via a Live Chat channel, Gecko will use the user's Alias instead of the full name. This is useful for redacting sensitive contact information.
Email signature - Set and display an email signature for this user to be used when composing emails on Chat channels.
Restrict Contact Visibility - If enabled, this user will only ever be able to see conversations in the inbox that have been assigned to either the user or a team the user is part of.
In addition to updating any details, the User page houses the Forms tab, which allows them to manage and view the forms they have permission to view on the Settings > Forms page.
We also strongly recommend you take the time to enable multi-factor authentication to safeguard your account.
Any questions? Start a live chat with a support team member, or feel free to explore the rest of our academy. Spotted an error or want to suggest a future article for the academy? Let us know here.