Via the Profile menu > Settings > Users you will find the following options, which we will explain further in this article:
Two buttons at the top right:
- Button: Download
- Button: Add / add new user, with this button you add a new user to your environment (for this you need an authorized role)
Then in the user overview per user you see the following options on the right:
Download
It is possible to export your users. Navigate to Settings > Users and click on 'Download' to download a CSV export. This will be automatically saved in your downloads.
The CSV file contains 9 columns with information about your current users, including usernames, status (active/inactive), role level, and whether they have TFA enabled or not.
Add new user
Click on ‘+ New’ to add a user to the environment. The username is the name used to log in to the environment and the name you see in the environment when you want to assign a message to a user or as the case owner of messages.
Note! The system is case-sensitive when logging in.
Note! The username cannot be changed once it is saved.
User Information
Under 'User Information', fill in the user's information. The fields for email address, first name, and last name are mandatory.
If the checkbox 'Send a message with username and password' remains checked, the user will receive two separate emails with the login details. The first email contains the username and the name of the Engage environment. The second email contains a link for the user to activate their account and set a password. The user can log in after following these steps.
A personal avatar (profile picture) is used if a Live Chat account is linked. This avatar is then displayed in the chat when this user answers the chat.
Rights
Under 'Rights', indicate which role this user will work with. Navigate to Settings > Roles to create new roles and assign the permissions a user will have.
Messages & Communication
Under 'Messages and Communication', you can check the option to receive a notification if you assign a message from webcare to yourself. You will receive this notification at the top right under the bell icon, via email, and via SMS if you have entered a mobile number in the user settings. The second checkbox allows you to receive an email if a scheduled message on the content calendar (via publishing) cannot be posted.
Suffix
Use the suffix fields per platform to add a sender to your webcare response. For example, if you enter a caret with a first name (^Alexander) or initials (^AR), this will automatically appear in the response field when you respond to a webcare message.
In the 'Default Twitter account' and 'Default Facebook account' fields, specify which account you want to use by default for webcare responses. If you leave these fields blank, you must manually select an account in webcare to respond. Note! Mentions always override these settings because it is customary to respond with the account to which the message was sent.
The suffix set for each user is displayed when this user responds to a message in webcare. It serves as a closing/digital signature, making the response from your organization more personal by including the name of the staff member/agent.
Sending e-mail
Specify how you want to forward messages from the webcare module.
- Option 1: Recipient can respond By default, you send the email via Spotler Engage. Spotler Engage is the sender of the email, and the email is formatted with the message you are forwarding, possibly including a comment you add. The recipient can respond to this email.
- Option 2: Recipient cannot respond For organizations with high email security, there is an option to send on behalf of Spotler Engage (noreply@obi4wan.nl). The recipient cannot respond to this email.
- Option 3: From your own email client If you choose to send it via your own email client, clicking on the email icon will open the default email program on your computer, such as Outlook. The email includes a link to the message on the platform
Preferences
Specify which page of your environment the user will land on when they log in. You can choose from various landing pages, depending on the modules you have subscribed to.
Which page after logging in: Indicate which page you want to land on when you log in to the environment.
Preferred Language: Then set the preferred language.
The user's interface is available in English, French, German, Spanish, or Dutch. A user can also set this themselves in the main menu.
Availability Setting: Choose the default status when you log in to your account.
You can set the default availability to 'online' or 'online and available for live chat'. This way, you are immediately available for chats that come in via the live chat on your website.
AFAS (Optional)
It is possible to link messages to dossier items in the AFAS CRM system. Linking messages is done per user. The users who will work with this need to create a connection. Click on 'AFAS account settings'. Follow the steps to establish the connection in AFAS Profit and to copy the API key and environment key into OBI4wan.
Click on 'Request code' so that an email is sent to the email address registered with AFAS. Enter the code, click on 'Request token' so the data is automatically loaded, and a dropdown with dossier items from AFAS is displayed.
Once all fields are filled in, click on save to create the new user.
Send user new activation link
Didn't receive an activation link?
If you have taken the steps above and the user has not received an activation link, then there is most likely something else going on.
It is possible that the emails have been received in Spam inbox, or that the emails are being blocked internally. Consult your network administrator for this.
Edit user
You can adjust the data of an existing user by clicking on the pencil next to the user name. The adjustments you make will take effect when you click on Save at the bottom.
Unfortunately, it is not possible to change the name of a user.
Delete user
You can remove an existing user from the environment by clicking on the trash can next to the user name. Please note! If you remove a user name, the webcare actions will also be removed, such as scheduled publications will not be published. Check carefully whether there are no scheduled publications for the user name before you remove a user name.
Access: grant or temporary deny
If you do not want to give a user access to Engage temporarily, use the green check mark. A red cross will appear next to the user name. It is then (temporarily) no longer possible for this user to log in. If you want to give the user access again, click on the red cross. The user will then have access to Engage again.
After logging in three times, a user is blocked by the system. This way you can give the user access again.