Managing Access
This section describes the possible user access statuses and requirements.
Access Statuses
A user's Tenant Status indicates whether the user is enabled or disabled on the tenant. If they are Enabled, they have access to the tenant. If they are Disabled, they no longer have access to the tenant.
The Platform Account Status is the user's platform status from the current tenant's perspective. A user can have the following Platform Account status:
| Status | Explanation |
|---|---|
| Pending Invite |
The user is added to CxEngage, but an invitation hasn’t been sent to them yet. |
| Invited |
An invitation has been sent to the user. They haven’t accepted the invitation yet nor has the invitation expired. Platform Authentication is enabled for the user on the current tenant. |
| Expired Invitation | The user was created and sent an invitation, but they didn't accept the invitation by clicking the link in the email within 24 hours. Because more than 24 hours has passed, the link has expired. A new invitation must be sent. Platform Authentication is enabled for the user on the current tenant. |
| Enabled | An invitation to the tenant was sent to the user. They accepted it by clicking the link in the email and created a password for their account. Platform Authentication is enabled for this user on the current tenant. |
| Disabled | The user account is disabled on CxEngage. If their CxEngage status is Disabled, the user’s status on all tenants that they’re part of is also Disabled. |
| SSO Only | Platform Authentication is disabled for this user on the current tenant. |
Processes
Here is a list of the CxEngage access related processes.
- Sending Invitations
- Resending Expired Invitations
- Canceling Invitations
- Disabling Users
- Reactivating Users
Requirements
- A user can only be added with the same or lower access role than the user who is adding them
- For example, an Administrator user can add a new Administrator, Supervisor or Agent but a Supervisor cannot add a new Administrator
- A user's role can be updated, however if granting more access must follow the condition above and cannot be increased beyond the role of the user making the update
- A user cannot change their own role
