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Creating or editing a user account

As an administrator or manager, you can create or edit an account giving your employees access to iAdvize. You can create as many accounts as you want. Only the number of concurrent accesses to the discussion panel is limited by your subscription.

1/ Access the page to create or edit user account
2/ User account information
3/ Communication channel
4/ Expertise

5/ Localization
6/ Advanced options



1/ Access the page to create or edit a user account
To access the page to create or edit a user account, select "People" on the top left side :


To create a new account, click on the icon that you'll find on the right side:

To edit or delete an account, click the corresponding icon : or 

Click on your avatar on the upper right corner to get a quick access to your own account :

 

2/ User account information

This is where you define the user information (name, role, email address* and password**).

*NB : one email address can only be related to one account. 

**NB : the password must contain at least 10 characters.

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Depending on the associated role, the user will have access to certain features:


  • An agent account can only access the discussion panel.
  • A manager account gives access to the discussion panel as well as statistics and chat history.
  • An administrator account provides unlimited access and can change iAdvize settings. 


3/ Communication channel

Displayed to visitors

This is the configuration of information that can be displayed to visitors. 


  • Username : will be displayed under the avatar in the chat box and can be called using the dynamic tag {OP_pseudo} in the automatic message set at the start and end of the discussion or canned answers.
  • Avatar : portrait of the agent that will appear in the chat window. The image should weigh less than 1Mo, 1000px by 1000px using the following file types: PNG, jpg or gif. Once uploaded the image is automatically resized.

Communication

Select the communication channels supported by your agents. 

Depending on your subscription, some channels may not be available. 


3.1/ Chat channel

You can set the number of concurrent discussions that an agent can support (up to 6 discussions but for a better ease of use we recommend not managing more than 4 discussions simultaneously).

If several agents are connected to the discussion panel, you can choose to direct new incoming chats in priority to a specific agent, by checking the "Give priority to chat conversations" box.

3.2/ Call channel

You can define how the agent will answer calls (from their iAdvize discussion panel or from a land line).

If several agents are handling calls, you can choose to direct new calls in priority to an agent by clicking the "Give priority to calls" box.

The "Ask for the phone number every time you sign in" option can be enabled if the agent is required to frequently change hotline number and you want iAdvize to provide routing. The direct line number of the agents will always be asked when they connect to the discussion panel.



3.3/ Video channel

If several agents are handling video calls, you can choose to direct new calls in priority to a specific agent by clicking the "Give the priority to video conversations" box.



3.4/ Social channel

You will only be able to see this channel if you subscribed to it. You can here define the number of messages to which an agent can answer simultaneously. 

3.5/ Enable simultaneous chat and phone conversations

If this option is not checked, the agent who is currently handling a chat will no longer receive calls and vice versa.



4/Expertise


4.1 Skills

You can assign skills to your agents (e.g., after sales service). So you can direct your visitors to a particular skill using behavioural targeting rules. If agents with this skill are not available, your visitors will be transferred to another available agent.

4.2 Websites

In case your iAdvize account contains various websites, it is possible to define that an agent will support the exchanges from one or more of these sites from their discussion panel.

4.3 Group

It is possible to associate a set of users to a group (in the same way as for skills). A user associated with a group (including an administrator) will not be able to view statistics or change the settings from another group. 

5/Localization



5.1 Main language

Select the primary language of the user. This is the language in which he will get iAdvize after the log in. 

5.2 Languages managed from the discussion panel

These are the languages that the agents can support within their discussion panel. If you want the agent to handle chats coming from Spanish and Swedish visitors, activate the corresponding languages in this interface.
By default, we rely on the browser language of the visitor to determine the language spoken by the visitor.



5.3 Time zone

You can now define the timezone of each user. 

This setting will impact all the data that he will see in the iAdvize application (statistics, date / time of conversations, ...)

5.4 Date format / Time format

Finally, you will be able to set a favorite date and time format in your user account preferences. It means that if you prefer to work with AM/PM and yyyy-mm-dd rather than 24:00 and dd-mm-yyyy, it’s up to you now.

6/Advanced options

The external ID allows you to attach the ID you assigned to your agent to its iAdvize account.

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Here are some related articles which we would encourage you to read too
Managing user accounts.

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