---
title: "Add and Deactivate Users"
slug: "managing-users-and-roles"
description: "Add and deactivate users, assign and change user roles, assign users to Inboxes, and more through the Users settings page."
tags: ["add, create"]
updated: 2026-04-03T07:40:47Z
published: 2026-04-03T07:40:47Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gladly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Add and Deactivate Users

| **REQUIRED USER ROLE** Administrator | **PERMISSION OVERVIEW** [View permissions by role](https://help.gladly.com/docs/managing-users-and-roles#roles-and-responsibilities) |
| --- | --- |

Through the Users settings page, you can add users to Gladly and assign them the desired user roles and Inbox(es) they’ll work in.

## 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 Administrator**2**
- Administrator
- Team Manager
- Agent Plus
- Agent
- Analyst**1, 4**
- Task User
- Answers Administrator
- API User**1**
- 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.

### Permissions table overview

****Permissions table****

[Download table](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/User-Role-Permissions-Table.xlsx)

![Table displaying user roles and their permissions for various tasks and settings.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/user perms gladly ai (1).png)

****Assign a custom role****

Custom Roles provide Administrators a way to customize user access in Gladly, beyond standard roles. For example, while the Agent role has a fixed permission set, custom roles can grant additional access like viewing Reports or Inboxes. See [Create and Assign Custom Roles](/docs/create-and-assign-custom-roles) for more information.

### 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 if they do not interact or perform actions for Customers.

See [Invoices and Billing](https://help.gladly.com/implementation/docs/invoice-and-billing-overview) 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](/product-docs/docs/managing-users-and-roles#add-individual-users)
- [Bulk CSV upload](/product-docs/docs/managing-users-and-roles#upload-users-in-bulk)

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.

> [!WARNING]
> Account invitations expire in 24 hours
> 
> Resend an invitation if the previous one has expired.

### **Add individual users**

> [!CAUTION]
> 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 ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/hamburger-menu-icon(2).svg) 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](/product-docs/docs/managing-users-and-roles#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**. ![Search bar for inboxes with highlighted option for returns and exchanges.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/assignedinboxestouser.png)
    - An Inbox that has since been [deactivated](https://help.gladly.com/docs/create-edit-and-deactivate-inboxes/#activate-or-deactivate-an-inbox) Inbox but is still assigned to an Agent appears as *Inbox Name (deactivated).* ![Deactivated admission and reservations button with a close icon for user interface navigation.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/deactivatedinboxname.png)
  - **Teams –**Assign the user to a Team(s).
    - [Create and Manage Teams](https://help.gladly.com/docs/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)](https://help.gladly.com/docs/what-is-skills) for use with [People Match](https://help.gladly.com/docs/what-is-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](https://help.gladly.com/docs/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](https://help.gladly.com/docs/bulk-user-upload/) feature, as well as [download the CSV upload template](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/user%20bulk%20upload.csv).

### Invite users through SSO

See [Single Sign-On](https://help.gladly.com/docs/single-sign-on-setup) 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 ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/hamburger-menu-icon(2).svg) 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![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/kebab-icon-vertical.svg), 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](/docs/conversation-status-new-open-waiting-closed) 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](https://help.gladly.com/docs/configure-conversation-reopen-window) or an [email reply is routed to the same Agent](https://help.gladly.com/docs/configure-mail-routing-settings) 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.

---

- **1**Cannot log into Gladly without another accompanying role, such as *Team Manager*, *Administrator*, or *Compliance Administrator*, to access the Settings page or access Agent UI.
- **2***Compliance Administrator* enhances the *Administrator* role with access to [Data Retention](https://help.gladly.com/docs/configure-data-retention-settings-and-data-deletion-options) settings.
- ***3****Analyst* 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](https://help.gladly.com/implementation/docs/invoice-and-billing-overview/#types-of-users) for more information.
- ***4****Developer* 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.
- **5***Task User* role cannot be combined with other roles.
- **6**Gladly AI option visible to Gladly AI customers only.
- **a**Insight Builder is an add-on feature.
- **b**Insight 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*.

Single Sign-On (SSO) allows users to access multiple applications and websites with one set of credentials. SSO uses a trust relationship between the IdP (Identity Provider and the SP (Service Provider). The IdP passes an assertion to the SP to authenticate the user, often using an identity standard like Security Assertion Markup Language (SAML) or OpenID Connect (OIDC).

Users assigned the **Team Manager** or **Administrator** roles can contact [Gladly Support](https://help.gladly.com/product-docs/pages/en/contact-gladly-support-team). Log into Gladly as one of these roles, click![hamburger-menu-icon(1)](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/hamburger-menu-icon(1).svg)on the top-left corner, then click **Contact Gladly Support**. Gladly Support's primary operating hours are Monday through Friday, 6 AM to 6 PM Pacific Time, but you can submit a request anytime.

- Please select the correct business impact (P1 to P4).
- Most requests should be sent as a P4.

## Attachments

- [User-Role-Permissions-Table.xlsx](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/User-Role-Permissions-Table.xlsx)