Managing Users

Add and manage Captivated users, assign account permissions, manage Team and Queue access, and update user settings.

Add a New User

To add a user:

1. Select the gear icon to open Administration.
2. Select Users.
3. Select Add User.
4. Enter the user’s work email address.
5. Select Create a new user account for [email address].
6. Enter the user’s first and last name.
7. Select the appropriate Role.
8. Enter the user’s personal mobile number.
9. Review any additional settings and select Save.

Once created, the user will receive an email invitation to finish setting up their Captivated account.

Use the user’s work email address when creating their account. Their email address becomes their Captivated username and may also appear on their Contact Card.

Add a New User Video Walkthrough

Account Roles & Permissions

Each user is assigned an account-level Role that determines what they can access within Captivated.

Role	Access
Administrator	Highest level of access. Administrators can access Administration, manage users, Teams, Queues, billing information, and other account configuration settings.
Manager	Can view conversations across the organization, including conversations they did not initiate and are not participating in, by changing their conversation filter from Mine to Everyone.
Member	Can only view conversations they initiate or are joined to. Changing the conversation filter to Everyone does not provide access to additional conversations.

Account Roles are different from Team Roles, Queue Operators, and Channel access. Each controls a different type of permission within Captivated.

Choosing the Right Role

Give users only the level of access they need to perform their job.

• Use Member for users who only need access to their own conversations.
• Use Manager for supervisors or leaders who need visibility across conversations.
• Use Administrator only for users who need access to account configuration and administrative settings.

Personal Mobile Number

Enter the user’s personal mobile number, not your business landline or VoIP number.

The user’s personal mobile number is not shared with customers. Captivated may use it for features such as outbound calling and account security

Advanced Settings

Administrators can expand Advanced Settings when creating or editing a user to manage additional permissions and preferences.

Depending on your account configuration, these settings may include access to features such as:

• Two-Factor Authentication(2FA)
• Announcements
• Internal Announcements
• Contact Imports
• Template Creation
• Signature preferences
• Notification settings
• Time zone and working hours

Users can manage many of their own notification and availability preferences later from My Profile.

User Invitations

When a new user is created, Captivated sends an email invitation with instructions for setting up their account and creating a password.

Resend an Invitation

If the user can’t find their original invitation, an Administrator can send another one from the user’s record.

Have the user look for an email indicating that your organization has invited them to join Captivated.

A new user must complete their initial account setup using their invitation before using the standard password reset process.

Reset a User’s Password

Administrators can send a password reset email from the user’s record.

Existing users can also reset their own password from the Captivated login page by selecting Forgot Password.

Manage an Existing User

To manage a user:

1. Open Administration > Users.
2. Select the user’s name.

From the user’s record, Administrators can manage their basic information, account access, Teams, Queues, Contact Card, and other available settings.

Add a User to a Team

Open the Teams tab within the user’s record to see the Teams they currently belong to and their role within each Team.

From here, you can:

• Add the user to another Team.
• Change their Team Role.
• Remove them from a Team.

A user’s Team Role is separate from their account-level Administrator, Manager, or Member Role.

Learn more about Managing Teams.

Add a User as a Queue Operator

Open the Queues tab to see which Queues the user currently monitors as an Operator.

From here, you can:

• Add the user as an Operator of another Queue.
• Remove them as a Queue Operator.
• Manage Preview Access, when available.

Preview Access allows a Queue Operator to view an incoming conversation before taking ownership of it.

Learn more about Managing Queues.

Manage a User’s Contact Card

Open the Contact Card tab to review the information that will be shared when the user sends their Contact Card to a customer.

Administrators can update available Contact Card information from the user’s record.

Learn more about Contact Cards.

Remove a User From an Account

If your organization contains multiple Captivated accounts, you may have the option to remove a user from a specific account without deleting them from the entire organization.

Use Remove From Account when the user should retain access to the organization but no longer needs access to the current account.

Delete a User

Use Delete User when someone should no longer have access to your Captivated organization.

Deleted users lose access to Captivated but can be restored later if needed.

Review any additional options presented when deleting a user to ensure their conversations and responsibilities are handled appropriately.

Restore a Deleted User

To restore a previously deleted user:

1. Open Administration > Users.
2. Filter the user list to Removed users.
3. Locate the user you’d like to restore.
4. Select Actions > Restore Deleted User.
5. Review the user’s permissions and access after restoring them.

Restoring a user does not necessarily restore all of their previous Team assignments. Be sure to add the user back to the appropriate Teams and review their Queue and Channel access.

Download Your User List

Administrators can download the account’s user list as a CSV from the Users section.

You can also filter the user list to view:

• Active users
• Removed users
• All users

Understanding User Access

Several different settings determine what a user can see and do within Captivated.

Setting	What It Controls
Account Role	Determines whether the user is a Member, Manager, or Administrator and controls their overall account-level access.
Team Role	Determines the user’s permissions within a specific Team.
Queue Operator	Determines whether the user monitors and takes new conversations from a Queue.
Channel Sharing	Determines whether the user can send outbound messages from a specific Channel.
Queue Sharing	Determines whether the user can transfer conversations into a specific Queue.

Adding a user to Captivated doesn’t automatically give them access to every Team, Queue, or Channel. Review each user’s access based on the responsibilities of their role.

Managing Users Video Walkthrough

Need Help?

If you need assistance adding or managing users, contact Captivated Support using the Support option within Captivated or text [phone].