Add and Deactivate Users

Add and deactivate users, assign and change user roles, assign users to Inboxes, and more through the Users settings page.

Roles and Responsibilities

A Gladly user is someone inside your company whose job is to help Customers, manage teams, or manage Gladly. Every user should be assigned a role — or multiple roles — to determine their access to Gladly's capabilities. Below is a list of roles available in Gladly:

• Compliance Administrator²

• Administrator

• Team Manager

• Agent Plus

• Agent

• Analyst^{1, 4}

• Task User

• Answer Administrator

• API User¹

• Developer^{1, 4}

• Liveboards Only

Permissions are attached to roles, which determine what a user can do. For example, the Administrator role has abundant rights (add, edit, update, and delete), whereas a Team Manager role has rights limited to certain Gladly features. The role with the highest permission set supersedes roles with fewer permissions. If an Agent + Administrator role is assigned, they can access the Administrator permission set.

Subscription user type and fees

Gladly charges usage fees based on user activities rather than solely by role. For example, there's no charge to assign someone Administrator access as this role usually doesn't interact with Customers directly. However, because this role has access to everything, there will only be a charge if the Administrator interacts with Customers by performing tasks such as sending an email, answering a call, or creating Tasks. Another example is assigning the API User role combined with Agent. This user won't be billed as an Agent as long as they do not interact or perform actions for Customers.

See Invoices and Billing for a detailed explanation of our billing practices.

Add users to Gladly

There are two ways to add users to Gladly:

• Add user(s) individually

• Bulk CSV upload

Your chosen method depends mainly on the number of users you want to invite. If you're adding one or two users, adding them one at a time would be easier. However, a bulk upload is faster and more efficient if you want to add 25, 50, or hundreds of users.

Account invitations expire in 24 hours

Resend an invitation if the previous one has expired.

Add individual users

Make sure your user's email address is valid before sending an invitation

If you are setting up a user via email / password access (as opposed to SSO), ensure your user's email address is valid and can receive emails before sending an invitation. Invalid email addresses will be added to a bounce-suppression list, preventing the invitation email from sending to the user. If you need to remove an email address from the bounce-suppression list, please contact Gladly Support with a P4 designation. If you have implemented SSO, email address on Gladly do not need to be valid before sending an invitation but please ensure the user has been set up with proper SSO configuration beforehand.

1. Click on the top left corner of the screen.

2. Click Settings.

3. Under the People category, click Users. The Users page will show you a list of your Gladly users. For ease, you can also preview the roles assigned to users, the number of Teams and Inboxes they belong to, and their account status.

   • Use the search feature to find users by name, email, or role quickly.

   • Click the header name to sort the Name, Email, Roles, Teams, Inboxes, and Status columns.

4. Click Add User.

5. Complete the following fields on the Add User page:

   • Email – Enter the user's email address. This is also used to invite them to Gladly.

   • Name – Enter the user's full name.

   • Roles – Check the box next to the role(s) that apply to this user. The affected roles are automatically unchecked if an incompatible combination of roles is selected. See Roles and Responsibilities to learn more about each role.

   • Inboxes – Assign/unassign Inbox(es) to the user.

     • Use the search feature to search all of your available Inboxes.

     • Every Inbox the user is assigned to appears below the search bar. To unassign an Inbox, click X.

     • An Inbox that has since been deactivated Inbox but is still assigned to an Agent appears as Inbox Name (deactivated).

   • Teams – Assign the user to a Team(s).

     • Create and Manage Teams to learn more.

     • Leave blank if you're not using Teams.

     • Every Team the user is assigned to appears below the search bar. To unassign a Team, click X.

   • Skills – Assign relevant skill(s) for use with People Match.

     • Leave blank if you're not using Skills.

     • Every skill the user is assigned appears below the search bar. To unassign a skill, click X.

     • See What is Skills to learn more about Skills and how it's used to enhance People Match.

6. Click Add User. This will take you back to the Users page, where the user you invited is added with the status Invite Sent.

User Status

A user may have four statuses on the Users page under the Status column.

• Invited Expired – An invitation was sent but has since expired. Invites expire in 24 hours, but a new invitation can be resent.

• Deactivated – The user has been deactivated.

• Invite Sent – An invitation has been sent to the user.

• Blank – The user is active in Gladly.

Upload users in bulk

Instead of adding users one at a time, you can upload users in bulk through the Import feature.

Invite users through SSO

See Single Sign-On for additional information on how to set up and invite users via SSO.

If you already have SSO configured, add users to Gladly before setting up their SSO access through your provider.

Deactivate user account

Deactivate a user's account when they leave your company or no longer need access to Gladly. You cannot delete users in Gladly, even if their account is deactivated.

1. Click on the top left corner of the screen.

2. Click Settings.

3. Under People, click Users.

4. Use the search feature to find the user you need to deactivate. Hover over the user you want to deactivate, click, then select Edit User.

5. Under the Status section, mark the user as Deactivated. This option only appears for existing users.

6. Click Save.

What happens to Conversations and Tasks when a user is deactivated

• Open and Waiting – Conversations in Open and Waiting state when an Agent is deactivated are automatically unassigned from the deactivated Agent and go back as a New Conversation to re-route to another Agent. The Conversation Timeline of re-routed Conversations due to the deactivation will say "Routed from <agent> to <channel> because <agent> were deactivated" to indicate the Conversation was re-routed because of the user deactivation.

• Closed – If a Customer replies to a closed Conversation within the Conversation reopen window or an email reply is routed to the same Agent recently deactivated, the Conversation returns as a New Conversation and re-routes to another Agent.

• Tasks – Open Tasks are re-queued in the same Inbox to be assigned to another Agent.

• ¹Cannot log into Gladly without another accompanying role, such as Team Manager, Administrator, or Compliance Administrator, to access the Settings page or access Agent UI.

• ²Compliance Administrator enhances the Administrator role with access to Data Retention settings.

• ³Analyst role is made available upon activation of Insight Builder, a feature add-on that incurs additional licensing cost per Analyst user. See Invoices and Billing for more information.

• ⁴Developer role is limited to accessing Lookup Adaptor Debugger and Apps. Assign Agent or Administrator role with Developer to provide access to Search or to create Customer Profiles.

• ⁵Task User role cannot be combined with other roles.

• ⁶Sidekick option visible to Sidekick customers only.

• ^aInsight Builder is an add-on feature.

• ^bInsight Builder is an add-on feature. Shared dashboards are only available if Insight Builder is active. Team Managers and Administrator user roles can view shared dashboards/reports built by Analysts.