Introduction

This card will show you the exact steps to take in order to create a new user account in MSC.

Resolution

Adding the user:

When you log in to an admin account you'll see the settings icon behind the three dots in the bottom left corner, select this icon to access the team settings.

On this page click "Add user".

User settings

This opens the user creation page, the first step here is to identify the user by entering their details.

User type:

This declares the user type, the difference between these are as follows:
Regular: Can be assigned for channels in the web store settings, can send unlimited amount of messages.
Collaboration: Can not be assigned for channels thus unable to receive conversations directly, amount of messages per set period of time can be given in the command center.

Firstname:

The user's firstname.

Lastname:

The user's lastname (if this is given, it will always be shown in the native chat widget)

Function:

The function title of the user

E-mail address:

The e-mail address / username for the user. This address will be user by the user in combination with the password in order to access their account. This can be a fictional address, this will only mean the user will not be able to request password reset e-mails.

Password:

The password for the user's account. Will be used in combination with the e-mail address in order to access their account.

2FA phone number:

When the feature TwoFactorAuthentication is active for the subscription, this field will be shown in order to set a phone number for receiving a text messages containing an OTP for the user to access their account.

Language:

The language of the user's account, this setting determines the shown language in their application.

Default web store:

The web store that will automatically be used for creating new conversations. When the feature 'VoipOutboundUsesDefaultWebStoreForAgent' is enabled the default webstore will automatically be selected for automatically created outbound phone conversations.

Max waiting instant CONVERSATIONS:

The maximum amount of unanswered instant conversations a user can have in their personal inbox before reaching the status Busy (Max instant waiting conversations reached).

Max instant CONVERSATIONS:

The maximum amount of instant conversations (answered and unanswered) a user can have in their personal inbox before reaching the status Busy (Max instant conversations reached).

Phone extension:

This field is only used when the phone integration with MSC has been set up. By entering the phone extension number/string of the user determined by the integrated software, MSC will recognize the phone extension and open a phone conversation with the correct user.

Message notifications

Email notification:

Determines whether the user should receive an email message when a new conversation has arrived in their personal inbox. Recommended is to disable this option by default in order to prevent the customer's email server to explode.

Play sounds:

Determines whether the whistle notification sound will play for the user when a notification gets triggered.

Access settings

Access to settings:

Determines whether a user has access to the MSC settings tab. Clients often have certain leads or key users they'd like to be able to access the settings, by selecting No, the settings icon will not be shown for the user.

Access to reporting:

Determines whether a user has access to the in-app reporting. Clients often have certain leads or key users they'd like to be able to access the in-app reporting, by selecting No, the in-app reporting icon will not be shown for the user.

Access to kpi console:

Determines whether a user has access to the KPI console. Clients often have certain leads or key users they'd like to be able to access the KPI console, by selecting No, the KPI console icon will not be shown for the user.

access to bulk actions:

Determines whether a user has access to the bulk actions. Clients often have certain leads or key users they'd like to be able to access the bulk actions, by selecting No, the bulk actions will not be shown as an option for the user.

Video

Below you can find a video on how you can add users to Mobile Service Cloud.