This article will teach you everything you need to know about users/agents in Gecko.
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.
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.
Mobile-only - All the permissions your student workers will need to successfully use the Capture or Visit apps without permitting them to log into Gecko on a browser.
Call Agents - All the permissions your callers need to make calls and message students without exposing other parts of the system.
Custom - You're free to make the rules. Choose which permissions you'd like your group to have.
Users can access their profile anytime by clicking their name in the top-right corner and selecting User Settings.
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.
Chat agents are managed from the Agents page. This page allows you to monitor the status of your agents. The circular colored indicator lets you know the status of your agent at a glance:
🟩 Green = The agent is online and marked as Available
🟧 Orange = The agent is online and marked as Unavailable
◻️ Grey = The agent is offline
Users with Admin and supervisor permissions can set any agent as unavailable by clicking the far-right cog icon and selecting Set agent as unavailable.
Creating, editing, and deleting agents and teams
Agents can be created by navigating to Agents and clicking + Invite Agent in the top-right corner.
Chat supports three unique user groups with special permissions:
Agent - Can send and receive messages, update contacts, and manage conversations.
Supervisor - Able to perform the actions of an agent, configure channels, integrations, custom fields, tags & workflows, and manage other agents and teams. Supervisors can view the stats and settings pages.
Admin - Can perform the actions of a supervisor and manage the system's communication channels, contact fields, and any other settings available. Admins can view the stats and settings pages.
Users can be deleted from the Agents page by clicking the corresponding "cog" icon for the agent you'd like to remove and clicking Delete.
Teams can be created on the Agents > Team page.
Agent profiles and notifications
Clicking an agent profile from the Agents page will let you manage some unique settings for the agent.
You can set a profile picture and email signature here and pick how/when Chat sends notification alerts.
Nested in the Edit agent details section of the agent page is the ability to Restrict contact visibility. This feature tells Gecko only to show conversations that are expressly assigned to the agent or any teams they are part of - a fantastic way of creating swimlanes to ensure private conversations stay private.
We also strongly recommend setting up 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.