Managing your customer service team efficiently is essential for the success of your business.

On the platform, you can add, edit, and organize users with different access levels, ensuring that each member has the appropriate permissions.

1. How to access the user list

To start managing your team, go to the home page ( home icon ) and select the "users" option.

On this screen, you will see a list of all registrations. The information displayed includes the name, email, access level, and status (active or inactive).

Important : Managers are allowed to edit or delete users, while supervisors can only view the list.

2. How to add a new user

1. On the users screen, click the "add user" button.
2. Please fill in the required fields: full name, email (if using integration with NectarCRM, the email must match the one registered in the CRM), password, and password confirmation.

3. Account access levels and settings

When creating or editing a user, you will need to define some operating rules for that account:

Access level

• Manager : full access to the platform, able to configure all items and view all conversations.
• Supervisor : can view and edit funnels in Poli Flow and cards for their team.
• Chat operator : restricted access to the chat screen, viewing only conversations assigned to them.
• User without access : the account remains active, but the person cannot access the platform (useful for vacation periods or leaves of absence).

Channels and departments

• Select the channels (WhatsApp, Instagram, Facebook Messenger, etc.) that the user will respond to.
• Assign the user to the corresponding departments (sales, support, etc.)

Availability for service

• For chat operators, check the "available for service" option so that the user automatically receives chats.
• If this option is unchecked, automated chats will not be assigned to this person.

After filling in all the information, click "save". The new user will receive an email with instructions on how to access the platform.

4. How to edit, delete, and restore users

To manage the members who are already on your team:

1. In the user list, locate the desired person.
2. Click the "edit" icon to modify the information or access levels.
3. Click the "delete" icon to remove the user's access to the platform.

To view or restore deleted accounts, click the "deleted users" option on the same screen. The list will display all old records, allowing you to restore them if necessary.

5. How to change the profile photo

Adding a photo helps personalize the chat experience and identification. Always use a square image with good resolution.

Changing your own photo

1. In the left-hand menu, locate your avatar (circle with your initials or current photo) at the bottom of the screen.
2. Click on the avatar to open the menu.
3. On the card that appears, click the pencil icon located in the upper right corner.
4. Click on the edit/change image option, select the file on your computer, and save it.

Changing another user's photo (for managers only)

1. Go to the homepage and click on the "users" menu.
2. In the list, locate the person you wish to edit.
3. Access this user's profile, click edit, and upload the new photo at the top of the page.