Creating Users

Important: Before creating a new user, ensure the email address works and messages can be received. If your email server responds with an error to the CxEngage invitation, that email address will be blocked until Enghouse Support manually removes the block.

To add a user who does not currently exist on the platform: 

  1. Go to User Management > Users.
  2. Click Create.
  3. Enter the user's email address.
    The email address is required and is not case sensitive.
  4. Select the appropriate Platform Role.
    • Platform UserClosed - This role is the default platform user role. It provides the permission for a user to access their own user account at the platform level and is independent from any tenant. Users with this permission can update their first name, last name, external ID, and password. They can also view, but not change, their email address.
    • Platform User - Password RestrictedClosed - This role restricts access for the user to change their own password. This role is useful in scenarios where multiple users share the same generic account, which is a common practice in disaster recovery. For example, when a contact center fails over to a disaster recover tenant, many users might use the same predefined account to log into the back up tenant.
  5. Select the appropriate Tenant Role:
    • Agent
    • Supervisor
    • Administrator

      • Additional roles may exist for your tenant

  6. Choose one of the following options:
    • Leave the Invite Now toggle enabled if the user is to be added immediately.
    • Click to disable and invite the user later if necessary. To send the invitation at a later date, follow the process to Resend an Invitation.
  7. Optional. Enter the user's:
    • First name
    • Last name
    • External ID
      Include the External ID only if you are integrating CxEngage with a third-party system, such as Salesforce. An example of an external ID is the agent's ID from the third-party system
  8. Click Submit

After you click Submit, CxEngage sends an email to the user. When the user clicks the link in the email message, a browser window opens to a CxEngage page where they are prompted to activate their account, set their personal password for CxEngage, and confirm their user details.

 

The invitation email includes a token that is valid for only 24 hours. If the user clicks the link after the token is expired, an error message displays and login is denied.

Note: If your email server responds with an error to the invitation that email address is blocked until Enghouse Support manually removes the block.

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