Managing Your Users

Before you begin

View your users

1. Click Settings in the sidebar.
2. Click Users.
3. The Users page displays two tabs: Users and Roles.

The Users tab shows a table with:

Use the search field above the table to filter users by name or email. Use the environment toggle (Sandbox / Production) to switch between user lists.

Add a user

1. On the Users page, click Add User.
2. Complete the four-step wizard:

Step 1: User details

Enter the user's First Name, Last Name, and Email. The email must be unique within the account.

Step 2: Select use cases

Select the use cases this user needs access to. At least one use case must be selected.

Step 3: Select roles

The role assignment table shows available roles with checkboxes for Sandbox and Production environments.

• Select a checkbox to grant that role in the corresponding environment.
• At least one role must be enabled in either environment.
• Roles are grouped into System-Defined Roles and Custom Roles.

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Note:

A role enabled in Sandbox does not grant Production access, and vice versa. Enable a role in both columns if the user needs the same access in both environments.

Step 4: Review

Review the user details, use cases, and role assignments. Role tags are color-coded:

• Blue tags = Sandbox roles
• Green tags = Production roles

Click Save to create the user. The user receives an invitation email.

Edit a user

1. On the Users page, click the edit button for the user.
2. The wizard opens pre-filled with the user's current details.
3. Navigate to the step you want to modify (details, use cases, or roles).
4. Make your changes and click Save.

Changes take effect immediately. The user sees updated permissions on their next page load.

Delete a user

1. On the Users page, click the delete button for the user.
2. Confirm the deletion in the dialog.

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Important:

Deleting a user is permanent and takes effect immediately. The user loses all access to the account. Delete a user in both Sandbox and Production if you want to revoke access completely.

View roles

1. On the Users page, click the Roles tab.
2. The Roles table shows all available roles in the account.

Create a custom role

1. On the Roles tab, click Add Role.
2. Enter a Role Name based on the job function (for example, "Case Reviewer", "Report Analyst").
3. For each of the eight permission categories, select an access level: No Access, View Only, or Full Access.
4. Click Save.

The eight permission categories are:

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Note:

Even if a role grants Full Access to a permission category, your account tier determines whether that category is available. For example, a Centrally Managed account cannot access Workflows for editing regardless of the role's Workflows permission level.

Environment management

User lists and role assignments are independent per environment. A user created in Sandbox does not automatically exist in Production.

What your Channel Partner can do

Your Channel Partner can manage users in your account by switching into it from their management Dashboard. When they do:

• They can create, edit, and delete users
• They can create custom roles and assign them
• Their actions appear in your audit logs

Both you and your Channel Partner can manage users. Coordinate with your Channel Partner to avoid conflicting changes — for example, two people editing the same user's roles at the same time.

Troubleshooting