Account Setup

Introduction

Your journey with Userlike starts with setting up your account, it’s the foundation of every later step. Here you define settings to reflect your company and team structure in our software, including hierarchy and permissions.

TopicDescription
Role settingsPermission settings to reflect your company’s structure in Userlike.
Personal settingsConfigure your user account.
Company settingsEdit information of the company associated with your account.
ProductUpgrade or downgrade your account and see details.
ConfigurationAll live-chat-specific settings.

Role settings

Userlike’s role settings let you define what user has access to which account settings. These permissions can be set for individual Operators from the Operator overview or in the personal settings when you’re logged in. Learn more about how to configure and set up roles for your Operators in the roles tutorial.

Personal settings

Accessed from the top right menu of the Dashboard, this is the section where you configure all your personal settings. They can be set individually by Owners, Admins, and Staff Members when logged in with their individual accounts. The personal settings of an Agent have to be set up by an Owner or Admin via the Operator overview.

In the personal settings you will find seven different tabs, all of which are explained below with their different configuration options.

"Profile" tab

**Profile image** - This is the image visible for Webvisitors when you offer chat service. You can upload your own or choose a generic one from our library. As with the **Alias** feature (read below), this can allow you to stay incognito for your Webvisitors.

**Username** - Used as your login, it cannot be changed once set.

**First and last name** - Visible for Webvisitors when you offer chat service, first name is required, last name is optional.

**Alias** - Enter a name here and it will appear for your Webvisitors instead of your real name when you offer chat service. This keeps you incognito for your Webvisitors.

**Email** - The email address used for your login and on which you receive Userlike emails.

**Language** - This sets the language of your Dashboard and Userlike emails. We offer English, German, and Dutch. The frontend of your chat, the chat window your Webvisitors see, can be adjusted to almost any language in the Widget Editor.

**Timezone** - Sets the timezone of your Dashboard. It affects the display of date information within the Dashboard, for example the dates attached to chat transcripts and offline messages.

**Group** - Set your Operator Group. Operator Groups are connected to one or multiple Chat Widgets. Chats coming in through these Chat Widgets are directed to their connected Groups and associated Operators.

"Skills" tab

Select from a list of pre-configured Skills, which of them the Operator possesses. To learn more about Skill-based routing and how to add more Skills, read our Chat Routing Setup Tutorial.

Even if your plan does not include Skill-based routing (only Business and up do), adding Skills relevant to your Organization and configuring your Operators, respectively, can help to improve your understanding of your own support processes.

"Notifications" tab

Configure for what chat and account events you would like to receive browser or email notifications when you are in the Dashboard or Chat Panel. This way you can stay informed about your chat happenings as they take place over the website, even if you are not active in the Chat Panel or Dashboard. Browser notifications are supported by recent versions of Safari, Firefox and Chrome.

"Audio" tab

Configure for what chat events to receive sound notifications when in the Chat Panel.

"Chat Panel" tab

Tailor the Chat Panel to your personal preferences. Activate keyboard shortcuts, set your maximum amount of simultaneous chats (slots), and whether to be notified about navigation (Webvisitor changing URLs) and system (Webvisitor closing the chat, reloading page, etc.) events with messages in your chat flow.

"Presence" tab

You can reset your online presence if you appear online even though you are not connected. This might occur when you use an IM Client that doesn't disconnect correctly.

"Newsletter" tab

Register or unregister from Userlike's newsletter, which keeps you informed about software developments and best practices in live chat.

Company settings

The "Company" section in the Dashboard is where you edit information that refers directly to the company associated with your account.

"Settings" - This section can only be configured by Owners and Admins. Set the **Name**, **Language**, **Timezone**, and **Country** of the company connected to the account. It is important to set up the timezone correctly since this defines the timestamps for your chat transcripts and offline messages that come in via the pull API and addons.

Then you can also decide on how the data of your account is displayed with respect to Operator identity. Certain work councils prefer the practice of hiding Operator details or making them anonymous.

"Organizations" - Here you can edit the settings of your (default) organization. As owner of an account that is on our Custom plan you can create unlimited additional organizations. We prepared a tutorial that gives you an overview on how to use organizations.

"API Settings" - Your API token. Userlike offers a simple API to access your data. So you will be able to read, update and delete your resources. For the authorization you need to send your API Token as a HTTP header. We prepared a tutorial that helps you with the API integration.

"Tell a Friend" - Owners, Admins and Staff Members can use this section to recommend Userlike to their contacts, with the benefit of offering them a two months free coupon. You can also connect this to the partner program.

"Partner Program" - If you joined the partner program, your Owners and Admins use this section to manage their referrals. Click the link and find your unique referral link to see how many users you referred.

Product

In this section the Owner can upgrade or downgrade the account and see its details.

Configuration

In this section Owners and Admins can configure all the live chat specific settings.

"Widgets" - Configure how your chat system looks and behaves on your website. One unique Widget can be placed on as many websites and pages as you like. Create, delete, edit, export, and import Widgets here.

"Widget Goals" - Define the URLs on your website that count as a goal for your defined Widget. Setting up goals helps you measure the effectiveness of your chat service. When your Webvisitor reached this URL while in a chat, it counts as a goal reached.

"Operators" - Add, delete, disable, and edit fellow Operators. This section also gives a quick overview of your chat team. Owners and Admins can edit the **Personal Settings** (described above).

"Operator Groups" - Organize your chat team by dividing them up in Operator Groups. A Chat Widget is connected to a specific Group, guiding all of its chats to the Operators in that Group.

"Operator Groups" are very useful to manage chat workflows with many Operators while sharing the same basic account settings. Chats can be forwarded between Operators of different Operator Groups (if not explicitly disabled), and assigning Operators to an "Operator Group" is reversible, i.e you can re-staff your Operator Groups if you receive more chats for a specific Group.

"Organizations", in contrast, keep Operators and basic settings completely separate from those of other organizations. Chat forwarding is not possible, and neither is moving an Operator from one organization to another. As owner of an account that is on our Custom plan you can use organizations to match even complex organization structures to your Userlike setup - which allows you to separate and delegate the management of each organizational unit. We prepared a tutorial that gives you an overview on how to use organizations.

"Addons Settings" - Userlike can be integrated with many other business tools, such a CRM, helpdesk systems, Email software, and much more. In this section you connect the tools and tailor the integration to your liking.

"Chat Topics" - You can label chats with certain topics, which can be useful for later analysis. In this section you set up the different topics.

"Chat Macros" - With these short key combinations you can send entire sentences or stories and greatly boost your chat efficiency. In this section you set up the key combinations and associated sentence(s).

Instead of simply adding new Macros one by one you can also manage numerous Macros by importing and exporting them as CSV data and edit them with a spreadsheet application like "Excel" or "Numbers". Exporting the default Chat Macros and adding a new Macro in "Numbers" could look like this:

Each row contains the data of a Chat Macro locale - locales belonging to the same Chat Macro have the same ID. To add a new Chat Macro, add a new row for each locale the new Macro should have and give these rows "the same negative IDs". This way you know which rows will belong to the same new Macro. You can repeat this for as many new Macros (and their locales) as you wish to add, but remember to increment the negative ID for each group of new Macro locales.

Please note that each Macro can only have the same locale once. These are our currently supported locales:

After you imported the updated Macro data you will see the new Chat Macro in the Macro overview. Its first locale's (row's) name and text are shown, and you see that the new Macro already has two translations from the two locale rows you had added to the CSV file:

We recommend that you always export the Chat Macro data again after an import, because new Chat Macros then get a "real, non-negative ID", which you will need for further updates. So the new export will look as follows:

"Push Macros" - With these key combinations you can send your Webvisitor to a predefined URL on your site. In this section you set up the key combination and associated URL.

"Download Macros" - With these key combinations you can offer your Webvisitor a file to download over the chat. In this section you set up the key combination and upload/refer to the associated file.

"Macro Groups" - When you make extensive use of Chat Macros it might cost you time looking for the right ones. Macro Groups make this easier. For example you can set up different groups per language or per topic. When adding Chat and Push Macros you have to define the group they should come in.