This tutorial explains how to set up the team that will be working with your Userlike account. This configuration allows you to control your organizational structure, and it plays a large role in your customer experience.
These are your team’s main building blocks:
- **Operators:** This is the term for the users in your Userlike account (you and your colleagues), regardless of their role.
- **Roles:** You can assign different roles to your operators, giving them different levels of access permissions.
- **Groups:** Every operator belongs to an operator group. These groups are where your Widgets route incoming conversations to.
- **Skills:** You can define skills and assign them to operators, it’s an advanced way to match customer questions with operator knowledge.
You set up your operator team in your Dashboard under Configuration Operators Here you get an overview of all your operators. To add a new one, click **Add operator**.
- **First name:** The first name visible to your contacts and colleagues.
- **Last name:** The last name visible to your contacts and colleagues (optional).
- **Username:** operators use this name for logging in, it needs to be unique and cannot be changed later on. Alternatively, the operator can also use her email address to log in.
- **Email address:** This is the operator’s correspondence address for everything Userlike-related. It can also be used for login.
- **Notification settings:** Decide for which events the operator receives emails from Userlike. System messages are crucial, so we definitely recommend selecting those. Chat stats offer a quick daily performance update. In the newsletter our founders share insights about Userlike developments.
- **Role:** Here you set the level of access permission, which decides what the operator can or cannot see and do in your account. Read more in the dedicated section on roles below.
- **Language:** The language of the operator’s account and automatic emails.
- **Time zone:** This setting impacts the display of time-based information in your Dashboard, e.g. message timestamps in conversations.
- **Operator group:** Every operator belongs to an operator group. You can start by adding all operators to the default group and easily change this later if you choose to set up multiple groups.
- **Live Chat notifications:** This determines the email notifications for customer activity that the operator receives when using the Live Chat product.
- **Unified Messaging notifications:** This determines the email notifications for customer activity that the operator receives when using the Unified Messaging product.
After clicking **Create operator**, your invited team member receives an email with her login details. They also appear on the screen of the one who created the operator.
You can also add chatbots to your team. It’s a bit more complex, so we recommend you follow this tutorial.
In the personal settings you find seven tabs.
**Profile picture:** This is the image visible to your contacts when you’re offering messaging support. A real profile picture adds a more personal feel to the customer experience, which is why we always recommend uploading your own. You can, however, also choose a generic image from our library. Together with the Alias feature (read below), this allows you to hide your operator’s identity from contacts.
**Username:** Used to log in and cannot be changed once set. You can also enter your email address at login.
**First and last name:** Visible to your contacts when you’re offering messaging support, unless you use an alias (read below). First name is required; last name is optional. Common reasons for limiting to first name are to create a more informal experience, or to prevent people from using the full name to look up the online presence of operators.
**Alias:** Enter a name here and it will appear for your contacts instead of your real name. This hides your real identity from contacts, while it remains visible to the members of your Userlike account.
**Email:** The email address that you can use for logging in and on which you receive Userlike emails.
**Language:** This sets the language of your Dashboard and Userlike emails. You can adjust the language of your website Widget, which your contacts see, to almost any language in the Widget Editor.
**Time zone:** Sets the time zone of your Dashboard. It affects the display of date information within the Dashboard, for example the dates attached to conversation transcripts and messages.
**Group:** Select a group the operator should belong to. Operator groups are connected to one or multiple Widgets. When conversations come in, these Widgets then route them to their connected groups and the associated operators.
**Out of office status:** When the operator is not available for a longer time, you can enable this setting to prevent her fom receiving receiving new conversations. Instead, these conversations will automatically be routed to another, available operator, ensuring your contacts don’t have to wait for an answer or start a new conversation.
Select from a list of pre-configured skills, which of them the operator possesses. Read more on operator skills further down.
Configure for what messaging and account events you receive browser or email notifications when logged in to Userlike. This keeps you informed about communication events, even if you’re not actively offering support yourself. Note that browser notifications don’t work on all browsers, especially not on older versions.
Configure for what messaging events to receive sound notifications when in the Message Center.
Tailor the Message Center to your personal preferences. Activate keyboard shortcuts, set your maximum capacity of simultaneous chats (slots), and whether to be notified about navigation (contact changing URLs) and system events (contact closing the chat, reloading page, etc.) with messages in your chat flow.
You can reset an operator’s online presence operator if she appears online although she’s not connected. This might occur when you use an IM client that doesn’t disconnect properly.
Here you can reset an operator’s password and let Userlike automatically generate a new one. The operator will receive the password via email and it will be shown to you after the reset. The operator can manually change the password in her **My Profile** menu.
Operator roles determine the level of access permission of your operators. You can assign them when creating operators or editing their profiles.
Userlike offers a standard set of roles with set access permissions:
- **Owner:** The Owner is the mightiest of roles: it is assigned to the user who first registered your account. It has all permissions enabled by default and cannot be customized.
- **Manager:** After the Owner, the Manager is the most powerful role. It has the same permissions as the Owner, but they can be fully customized in the role editor.
- **Admin:** The Admin role by default is still very powerful, but it lacks permissions to edit company settings (e.g. subscription), roles or organizations, and to view the Audit log.
- **Staff:** By default, the Staff role can chat with contacts and access stored transcripts. She cannot view Analytics.
- **Analyst:** The Analyst role is very similar to the Staff role. Conversely to the Staff role, though, the Analyst can access Analytics data but not chat with contacts.
- **Agent:** The Agent only has access to the Message Center and its role cannot be customized. Use this role for all operators that only chat with your contacts and don’t require access to the Dashboard.
You can get pretty advanced by adjusting the exact permissions belonging to the above roles in Userlike’s higher-end plans. For such a setup, check out the dedicated Roles Tutorial.
Every operator belongs to a group. When setting up your Widgets, you define to which group their conversations should be routed. You could use one default group for all your Widgets, but you could also split up your team in multiple groups. This allows you to group areas of expertise (e.g. by language) and match them to your customer questions.
Add a group
Set up your operator groups in your Dashboard under Configuration Operator groups
Here you see all your operator groups. To add a new group, click **Add group**, then enter a name and description.
When you edit a group, you can also add a group picture. When you enable the routing mode of **Group Select** in the Widget Editor, your contacts can choose before the start of a conversation with which group they would like to speak. The **Group Select** menu then shows the contact the names and images of the available groups.
Customer support is largely about matching employee knowledge with customer questions. With Userlike, you can go beyond group-based routing and Group Select, to match requests with specific skills and expertise.
With operator skills, you can define which skills are required for a conversation coming in through a certain Widget. Every available operator that possesses this set of skills is then eligible to receive the conversation, no matter their group affiliation.
Learn how to set this up in the Chat Routing Tutorial.