Add your agents to Kustomer

Add users to Kustomer and create teams so they can begin helping customers.
  • Add collaborator users

    When your support agents need internal help to ask about a customer question, they'll often ask a team member. This could range from a brief confirmation with a supervisor to a more involved walkthrough with subject experts outside of your support team. In all these cases, that team member needs the context and history of the customer to respond efficiently, even if they won't interact directly with the customer.Not all team members need daily full access to Kustomer. Collaborator users are internal-only team members who consult on conversations and support your agents.Who can access this feature?User typesManagers and Admins can add collaborators.In this articleWhat can collaborators access?Add a collaborator userTag a collaborator on a conversationWhat can collaborators access?Collaborators are internal users who can see enough info to assist your support team behind the scenes and who don't directly interact with customers.FeatureCollaboratorFull-time UserSearches✔✔Customers✔✔Conversations✔✔Create notes on conversations✔✔@mention team members in notes✔✔View internal/public knowledge base✔✔Be assigned to and comment on tasks✔✔Respond directly to customers✔Reporting access✔Can be assigned permission sets✔Collaborators can be identified visually by their avatar, which has a diagonal line through it to indicate they are not full-time users.Add a collaborator userAnyone with Manager, Administrator, or Org Owner permissions on your team can add collaborators to your organization.Go to SettingsUsers > Users.Select Add User.In the Type of User drop-down menu, select Collaborator.Enter the name and the email for the collaborator.Select Add User to confirm.Tag a collaborator on a conversationAgents can use notes to @mention a collaborator. A collaborator will be notified per their notification settings about the mention, and can reply to the agent using notes of their own. See this article to learn how to use notes in conversations.
  • Create, manage, and use teams

    You can use teams to group users together to match your organization's structure and responsibilities.Who can access this feature?User typesManagers can create teams.In this articleCreate a teamTurn on a routing profileGrant your team access with permission setsAssign conversations to a teamCreate private team searchesUse business rules to assign conversationsCreate a teamTeams can be created to organize users by skill (such as, product, billing, returns, or technical) or by department (such as, support, sales, or marketing). How you set up your teams depends on how you want to define your workflow and organize your users.To create a team:Go to Settings> Users > Teams.Select Add Team.In the modal that appears, add a Name and Display Name for your new team.Name: This is the internal full name for your team. In most cases this is the same as the display name, but you might use a different internal team name for reporting or admin purposes.Display Name: This will be the name of the team that appears to customers or end-users.Select Create Team.You'll be taken to the Edit Team page where you can continue configuring settings for this team. Select Add emoji and pick an icon to help you identify your team. The icon is only used internally.Select Save Changes.To add members to your team:While editing a team, select the Members tab.Enter their name or select it from the drop-down menu.Select Save Changes once you are done.Turn on a routing profileTeams need to have a routing profile enabled so that queues can get routed to them correctly. For more information, see Routing Profiles.Grant your team access with permission setsYou can customize what your teams have access to and can see within the Kustomer platform. For more information, see Use permission sets.Assign conversations to a teamUsers can assign conversations to any team. Once a conversation is assigned to a team, it will appear in the team specific searches and the list of users that can be assigned to the conversation will be filtered to the team members.To assign a conversation to your team, select a the conversation from the customer’s timeline and then select the assign icon .Select the team from the Assign to a Team drop-down menu.Tip: You can keep track of all conversations for a particular customer by selecting the Follow icon in the customer view.Creating private team searchesConversations assigned to a team can be used to create searches using the Conversation Assigned Teams search criteria. Searches can be created for a specific team or be specific to the user and show all of the teams the user in.Use business rules to assign conversationsPlease see the following article to learn how to Use business rules to assign conversations to teams.
  • Add users to Kustomer

    When you're getting up and running in Kustomer, one of the first things you'll need to do is add members of your team so they can begin helping customers. You can manually add users to Kustomer, or advanced users can bulk import through workflows.Who can access this feature?User typesAdmins can access the Users page.In this articleAdd users manuallyDeactivate a userBulk import usersAdd users manuallyYou can add users individually from the Users Settings.Go to Settings> Users > Users.Select Add User.Select the type of user from the drop-down menu. The available options are:Full-time are users that have full access to Kustomer.Collaborator are users that do not need full access to Kustomer, such as internal team members that might use the app to offer support on certain conversations. For more information, see Add collaborator users.Seasonal are users who have full access to Kustomer, but only for a specified window of time. This allows you to staff up for seasonal spikes in support traffic, like over the holidays. This user type is only available for customers who have added seasonal windows to their contract. For more information, see Add seasonal seats.Enter their name and email address.Choose the user's starting language for Kustomer.Note: This controls what language is used throughout the Kustomer interface. This setting defaults to your organization's default language, but it may be useful to specify a different language to facilitate onboarding for a teammate who has a different primary language. After gaining access to Kustomer, users can always customize their own application language in Settings > Personal > Preferences.Select what they will have access to in Kustomer in the Permissions section. For more information, see Understand permission sets.Select Add User.When a new user is added, they will receive an email that they've been invited to your Kustomer organization. They'll need to follow the instructions in that email to create a password and finish setting up their Kustomer account.Deactivate a userIf a member of your team leaves temporarily or permanently, you can deactivate the user at any time.Go to Settings> Users > Users.Turn off the toggle for the user you want to deactivate. You can see a list of all deactivated users by selecting the Deactivated tab.To reactivate a user, turn on the Activate toggle for them.Bulk import usersIt's also possible to import users in bulk using webhooks, workflows, as well as the Data Connect import feature. To learn more, check out our related articles below.Related topicsData ConnectUsing workflows to import dataMigrate from another platformUnderstand hooksWorkflows overview
  • Add seasonal seats

    You may occasionally wish to add users to Kustomer for a short period of time, like bringing more agents onto your team for the holiday season. With seasonal seats, you can add users to your organization for a designated time without manually removing them once the period is over.Who can access this feature?User typesCustomers who have added seasonal windows to their contract can add seasonal users. Users with access to the User Management page can administrate this feature.In this articleDefine seasonal seat windowsPurchase seasonal seatsAd hoc seasonal seatsAdd a seasonal userReceive a seasonal seat invitationManage a seasonal userView seasonal user limitsNote: If you want to add seasonal seats to your contract or edit your seasonal window, please contact us.Define seasonal seat windowsAll times for seasonal seats are set in UTC. When setting season window open and close dates, be aware of the following:Be mindful of time zone differences. Season open and close local times can vary across admins and users within the same organization if they are spread out across different time zones. Seasonal users will receive a notification on the day the season window opens and closes. Due to time zone differences, notification emails may get sent out at different local times.All windows open at 12 a.m. UTC of the day the window is set to open and close at 12 a.m. UTC of the day after the window is set to close.For example, if your organization has contracted for a seasonal window to run from June 1st through June 30th, the windows will open and close on the following days and times:Window opensWindow closesUTCESTPSTUTCESTPSTJune 1 at 12 a.m.May 31 at 8 p.m.May 31 at 5 p.m.July 1 at 12 a.mJune 30 at 8 p.m.June 30 at 5 p.m.Purchase seasonal seatsSeasonal seats cannot be purchased through the Billing management page. If you want to add seasonal seats to your contract or edit your seasonal window, please contact us.Ad hoc seasonal seatsSeasonal seats are also available for purchase in 3-month increments without contract commitment. Contact us for additional details and pricing. These requests are subject to a 48-business-hour turnaround time.Add a seasonal userIf your plan has seasonal windows, you can add seasonal users to windows with open slots.Go to Settings> Users > Users.Select Add User.Select Seasonal from the Type of User drop-down menu.Select the seasons this user can access from the Seasons drop-down menu. You can only select seasons that have open spots available. Full seasons will not appear as an option.Enter the user's name and email address.Assign a permission set determining what the seasonal user can access in your organization. For more information, see Use custom permission sets.Select Add User.Receive a Seasonal seat invitationFrom the agent's perspective, the seasonal user you added will receive an email notifying them that they were invited to your organization and clearly indicating the seasons to which they are assigned.Note: Seasonal users can't access your Kustomer organization until their assigned season opens.The user will receive another email notification once their first season opens with the subject line Your Kustomer access window is open!. This email includes a signup link that allows them to set their password for your organization.The user will receive email notifications for all subsequent windows when they open that contain a Log in link that will take them to the Kustomer login screen.Once a user's season ends, they will receive another email notification letting them know that their window has closed and they can no longer sign in to Kustomer.Manage a seasonal userYou can view the user's status by going back to the User Management page. Once a seasonal user signs in to Kustomer for the first time, their account status will change to Active.If you need to change a seasonal user's access type or other settings, you can do so from the User Management Settings.To edit or remove a seasonal window:Go to Settings> Users > Users.In the User Management Settings, edit the desired user.Use the Seasons fields to select a new season, or select the x next to an existing window to remove a seasonal window from a user's profile.When you are finished making changes, select Save Changes at the bottom of the Edit User screen. Season window allocations will update when you save.To switch a user from seasonal to full-time or collaborator:Go to Settings> Users > Users.In the User Management Settings, edit the desired user.Use the Type menu to change the user from Seasonal to Full-Time or Collaborator.When you are finished making changes, select Save Changes at the bottom of the Edit User screen. Season window allocations will update when you save.Note: The menu will only show user types with available seats. If you cannot select the desired type, you'll need to go to Settings  > Billing > Manage Subscription to add seats to your plan.Viewing seasonal user limitsYou can quickly view a summary of your seasonal seat allocation by hovering your cursor over the Seasonal Limits pill on the User Management page. A tooltip will appear with details about current window usage and remaining seats.You can also see how many seasonal user slots are used from the Manage Subscription page.Go to Settings> Billing.Select Manage Subscription.The total seasonal seats per season are displayed below each season, and the number of seats already assigned is displayed to the right of each season. 
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