Assign seats for Conversations

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How to assign seats for Conversations

Assigning seats for Conversations is a crucial functionality within ActiveCampaign, especially for account administrators. By enabling this feature, you can efficiently manage user access to Conversations, ensuring that the right team members can engage with customer inquiries and comments in the unified inbox. This functionality not only enhances team collaboration but also streamlines customer communication, making it easier to maintain responsiveness and service quality.

Introduction

The feature to assign seats for Conversations allows you, as an Account Admin, to designate specific users within your ActiveCampaign account as agents who can manage and respond to conversations. When assigned, these users gain the necessary permissions to view, reply to, and take actions on conversations within the unified inbox. Additionally, you have the flexibility to change user assignments at any time, adapting to your team's needs as they evolve.

Understanding how to assign seats effectively can make a significant difference in your customer engagement strategies, as it allows your team to react faster to customer needs and ensures that conversations are handled by informed agents.

How to access this feature

To access the feature for assigning seats in Conversations, follow these steps:

1. Navigate to the left menu and click Conversations. 2. Click on Conversations Settings. 3. Select the Roles tab, where you can manage user roles and permissions related to Conversations.

Step-by-step instructions

To assign a seat to a user, follow the detailed instructions below:

1. Open Conversations Settings

Begin by clicking on Conversations in the left menu. This action will direct you to the main Conversations interface.

2. Navigate to Roles

Once in the Conversations area, select Conversations Settings. Here, a variety of settings and configurations relevant to Conversations will be available. Proceed by clicking on the Roles tab.

3. Review User List

On the Roles page, you will see a list of all users in your ActiveCampaign account. Each user is displayed alongside their assigned user group and their current level of access to Conversations.

4. Assign Access Levels

You have three levels of access to assign:

• No access: Users with this level cannot access any features related to Conversations, including the mobile app.

• Viewer: This role allows users to view interactions in the unified inbox but restricts them from taking action based on Conversations. They cannot mark conversations as complete or use the mobile app for Conversations.

• Agent: Users with this access level have full capabilities within Conversations—they can view, reply, and take actions based on Conversations, including logging into the mobile app. Note that this role requires a purchased seat.

To assign a role to a user, click the appropriate radio button corresponding to the desired access level. If you need to change a user's role in the future, simply select a different radio button and confirm the change.

Configuration options and settings

In managing user access to Conversations, the following configurations are critical:

• The No Access configuration effectively restricts access to any aspect of Conversations for selected users.

• The Viewer role is beneficial for team members who need to stay informed but do not require engagement capabilities.

• The Agent role is essential for active participation in customer conversations and necessitates a purchased seat for the user.

By tailoring these access levels, you can ensure that conversations are handled by the appropriate agents, facilitating a more organized approach to customer service.

Best practices and tips

To optimize the effectiveness of assigning user seats in Conversations:

1. **Regularly review user roles**: As your team changes or grows, periodically auditing user access ensures that only necessary personnel hold conversation management privileges.

2. **Define clear responsibilities**: Make sure that each agent knows their responsibilities for managing conversations to prevent overlapping duties that could lead to confusion.

3. **Train on best practices**: Equip agents with training on how to manage conversations effectively, including response strategies and customer engagement.

4. **Utilize the mobile app**: Encourage agents with the Agent role to take advantage of the Conversations mobile app for responsiveness on-the-go.

5. **Monitor conversations**: Keep track of conversation metrics and feedback to guide improvements in team performance and customer interactions.

Troubleshooting

If you encounter issues while assigning seats for Conversations:

• Ensure that you have the necessary administrative privileges to make user assignments.
• If a user cannot access the intended features, verify that they have been assigned the Agent role correctly.
• Make sure the purchased seats have not been exhausted, as this limits the number of users you can assign.

If problems persist, consult the ActiveCampaign support resources for further assistance.

Related features

• To learn more about different access levels and their implications, see the article on User_Roles.
• For a comprehensive overview of managing Conversations, refer to the Conversations main page.

FAQ

1. What is a seat in Conversations?

A seat in Conversations allows a user to be designated as an agent, enabling them to manage and respond to conversations within ActiveCampaign.

1. Can I change a user's access level?

Yes, as an Account Admin, you can change a user's access level by selecting the appropriate radio button on the Roles page.

1. Are there any limitations on the number of agents I can assign?

Yes, the number of agents you can assign is limited by the number of purchased seats available for your ActiveCampaign account.

1. What happens if a user isn't assigned a seat?

Users without a seat will have limited or no access to Conversations, depending on the level assigned to them.

1. Is access to Conversations available on the mobile app?

Only users assigned the Agent role can log in and use the Conversations mobile app for managing interactions.

1. How do I know which users have been assigned seats?

Users and their roles are listed on the Roles page within the Conversations Settings.

1. Can non-agents view conversations?

Only users with the Viewer role can view conversations, whereas users with No Access cannot view conversations at all. ```