Overview

Keeping your user list up to date is one of those background jobs that quietly keeps everything running smoothly. New team members need access to do their jobs, leavers need to be removed promptly, and the people in between need the right level of permissions so they can get on with their work without bumping into things they shouldn't see.

This guide walks you through the full set of user management tasks: adding a single user, adding users in bulk, editing permissions, managing user types, and deleting users. Each section is self-contained, so feel free to jump straight to the one you need.

Who can do this
‍Both Tenant Administrators and Tenant User Administrators can manage users. The screens shown in this guide are from a Tenant Administrator view, so you might see a few extra settings compared to Tenant User Administrator. The steps themselves are the same.

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Add a single user

This is the quickest way to get one new person set up — ideal for a new starter, a contractor coming on board, or anyone joining the team on an ad-hoc basis.

1. In the Tenant settings menu, click the tenant you'd like to add the user to.
2. The tenant opens on the Users page by default, where you'll see a summary of everyone with access.
3. Click Add new user.
4. Fill in the user's details — Email, First name, Last name, Job title, User type, and Mobile number — then click Create.
5. Click Yes, add user to confirm.

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Take a moment to double-check the details
‍Getting the email address and user type right first time saves your new starter a frustrating onboarding experience. It's worth a quick second look before you hit confirm.

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That's it — you'll be redirected to the new user's details page, confirming they've been added to the tenant.

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Add users in bulk

If you're onboarding a whole team or rolling out access to a new department, adding users one at a time gets old fast. Bulk upload lets you add up to your remaining licensed user count in a single go, either by uploading a CSV or typing into a grid.

1. In the Tenant settings menu, click the tenant you'd like to add users to.
2. On the Users page, click Add batch of new users.
3. Under Existing user to copy permissions from, pick a user whose permissions you want to use as the starting point. All new users in this batch will inherit the same set.
4. Choose how you'd like to add your users. You've got three options: Grid Entry (type directly into the table), Text Entry (paste comma-separated values), or Upload CSV (load a prepared file).
5. If you're using CSV, click Download Template to grab a sample file with the right headers, fill in your user data, then click Upload CSV.
6. Your users will populate in the grid and validate automatically. Any errors or warnings will appear at the bottom — you'll need to clear these before you can continue.
7. Once everything's clean, click Create to add the users in bulk.

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Heads up on user limits
‍The maximum number of users you can add in one batch is shown in the Tips menu and reflects how many billed user slots you've got left on your plan. If your upload exceeds that, you'll need to trim the list before the batch will go through.

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Once you're done, you'll be redirected to the Users page with a confirmation message showing how many new users were added. Their permissions can be adjusted later, individually or in bulk — see the next section for how.

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Edit user permissions

Permissions control what someone can see and do inside each module. You'll come back to this section whenever someone changes role, takes on new responsibilities, or needs access to a feature they couldn't reach before.

1. In the Tenant settings menu, click the tenant containing the user you want to update.
2. On the Users page, find the user and click Edit.
3. Click the Permissions tab.
4. Expand each module and tick or untick the permissions you want to change. Use the Filter permissions search box at the top to jump straight to a specific one.
5. Click Save to apply the changes.
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You'll be taken back to the user permissions page and the updated set will be active straight away — no need to log out and back in.

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Manage user types

User types are the labels you use to group people by role — things like Admin, Operations, Contact Centre, or Developers. They make it easier to organise your user list and apply consistent expectations across similar roles.

Every tenant starts with three default types: Admin, Operations, and Contact Centre. You can add as many extra types as you need, reorder them, and remove ones you're not using.

Add a new user type

1. In the Tenant settings menu, click your tenant, then click the User Types tab.
2. Click the blank field at the top of the list and enter a Type Name and Description.
3. Click Add.
4. You'll see a confirmation message and the new user type will appear at the bottom of the list, ready to assign to users.

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Reorder user types

The order user types appear in dropdowns and lists reflects the order you set here. Putting the most commonly used types at the top makes user selection quicker for everyone.

1. In the User Types tab, find the drag handle to the left of the order number.
2. Click and hold the handle, then drag the user type up or down to its new position.
3. Release to drop it in place. You'll see a confirmation message showing the move.

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Delete a user type

1. In the User Types tab, find the type you want to remove and click Delete.
2. Click Delete again in the confirmation prompt to remove it.

A confirmation message will appear and the user type will disappear from the list.
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This one's permanent
‍Deleting a user type can't be undone. Make sure no active users are assigned to the type before you remove it, or you'll need to reassign them afterwards.

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Delete a user

When someone leaves the team or no longer needs access, removing them keeps your user list tidy and frees up a billed user slot for the next person.

1. In the Tenant settings menu, click the tenant containing the user you want to remove.
2. On the Users page, find the user in the list.
3. Click Delete next to their name.

Review the user's details in the confirmation dialog, then click Delete to confirm.

You'll be redirected to the Users page with a message confirming the user's access has been removed. The user will also appear under Deleted users in the user summary at the top of the page, so you've still got a record of who's been removed.