Create and Manage Team Members

Introduction

In this article, we'll talk about how to add and manage team members in your account. To get started, you must be an account or have permission to manage the account (which is set by the owner). Normal team members cannot access this section of Eager (and will not see the icon to access this).

To get started, click on the team member icon:

Once there, you will see a list of team members that's currently there:

In the first column, you will see the team member's email. The second column will show the status of the team member. In this case, you see that the team member has not verified their account. In the last column, you'll see when they last signed into Eager.

Number of Seats

The number of team members that you can add to your Eager account depends on how many "seat" licenses you have purchased.

You may see a message telling you that you've exceeded the maximum number of users:

You can add and remove users at any time during your billing cycle. Your billing will be prorated whenever you upgrade or downgrade a plan in order to allow maximum flexibility, such as when you need to add more customer support personnel during holiday season.

Note: Your account must have at least one (1) seat in order to remain active.

Adding a new team member

To add a new team member, click on Add team member. You can also click on the + symbol on the sidebar:

The first step in adding a new user is to enter their email address:

When you enter a their email, your team member will receive an invitation with a special link that allows them to sign up and sign into Eager.

For security purposes, this email link expires in 72 hours from the time you send the invite, so be sure to let your team member know to activate their account right away.

Customizing the invitation email

To personalize the invitation email further, you can go to Settings in the sidebar. You will see a form where you can modify the default template:

Because this email is dynamically created with an unique email link, the placeholder for the invitation URL needs to be included and should not be modified. In this case, the invitation URL is rendered with the following placeholder:

{{ invitation_url }}

There are additional placeholders that's available, including:

• {{ email }} - The email of the team member that you're inviting
• {{ account_name }} - The primary name of your account
• {{ invitation_expiration }} - A notice to the receiver when the invitation link will expire

Setting permissions for team members

You can set very granular permission levels for each individual team member. This will allow you to manage multiple teams from a single Eager account.

For each area of permission, there are four possible settings:

1. No permission
2. Can read
3. Can write
4. Can manage

There are multiple areas for permission levels:

• Shared inboxes
• Documentation sites
• Notifications
• Help widgets
• Account

These permission areas correspond to all major areas of the application. Let's take a closer look at what each of these areas do.

Shared Inboxes

Can read permission here will allow users to view emails, but be unable to respond or create them. This permission level is appropriate if you have a user account where you're training new customer support personnel. Otherwise, this is rarely used.

Can write is the usual permission level for customer support team members. It allows them to respond and create emails for the particular inbox.

Can manage allows the individual team member to alter the settings of the inbox. Settings may include:

• How signatures are formatted
• Automation rules
• SMTP settings
• Which team member has access to the shared inbox

Note that owners will always have can manage level of permission. This cannot be changed.

Documentation sites

There is no can read permission level for documentation sites.

Other than no permission, the can write is the lowest permission level you can set for a particular team member. This allows the team member to write and modify new documentation articles (like the one you're reading right now). This will be the typical permission level if you're adding a team member to be in charge of the documentation.

Can manage will allow a team member to alter the settings of a documentation site. These settings include:

• Modifying the site settings
• Changing the logos
• Changing the site design

Notifications

There is no can read permission for the notification app.

The can write permission level allows team members to post new notifications and edit existing ones.

Can manage allows team members to edit notification settings and create new notification feeds altogether.

Help widgets

There is no can read or can write permission level for the help widget app.

The lowest permission level for the help widget is can manage, which will allow the team member to modify the look and feel of the widget, as well as its contents.

Account

There is only a can manage level for managing account-level access. This permission level is typically reserved for managers. Account owners automatically have this level of access and cannot be set to have a lower level.

Access at this level allows:

• Manage account level settings
• Managing payment preferences
• Downloading of billing invoices