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Adding a user

Add teammates to your WotNot account and control what they can access through their assigned role.

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Inviting teammates

Users that have access to your WotNot account. Every user having access to a WotNot account is called a teammate. You can have unlimited teammates in your WotNot account. Each teammate can have the following roles:

• OWNER - The user who created the account.
• ADMIN - The user has access to all account features.
• AGENT - The user only has access to live chat.

To invite a teammate:

1. Log in to your WotNot account.
2. Go to Settings > Account > Teammates.
3. Click Add teammates.
4. Enter the teammate’s email address.
5. Choose the role you want to assign to the teammate.
6. Click Add Teammate.

The user will receive an email with a link to create their account.

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Pending and expired invitations

You can review invitations that have not yet been accepted from the teammates or users screen. For a pending invitation, you can:

• Resend the invitation.
• Revoke the invitation.

1. Go to Settings > Account > Teammates.
2. Find the teammate whose invitation is still pending.
3. Open the available actions for the invitation.
4. Choose Invite Link to send the invitation again or Remove to cancel it.

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Removing teammate

To remove a teammate from your WotNot account, follow these steps:

• Login to your WotNot account
• Go to Settings > Teammates
• Click Remove on the teammate you want to remove

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Roles

Roles determine what a teammate can access and what actions they can perform in your WotNot account.

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Available roles

Role	What it’s for	Typical use
Owner	Owns the WotNot account and manages the account at the highest level.	Account owner or primary administrator
Admin	Provides access to all account features.	Internal administrator or operations lead
Agent	Provides access to live chat.	Customer support or sales agent handling conversations
Custom role	Provides only the permissions selected when the role is created.	Marketers, developers, contractors, or other specialised users

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What each role can do

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Choosing a role

• Chat agent: Use Agent when the user primarily needs to handle live conversations.
• Marketer: Use a Custom role with reporting and the specific bot or content permissions they need instead of giving them full administrator access.
• Bot builder or contractor: Use a Custom role with the permissions required to build or manage bots. Avoid giving external users account-level permissions they do not need.
• Administrator: Use Admin only when the person needs broad access across the account.
• Account owner: Keep Owner access limited to the person responsible for the WotNot account.

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Creating custom roles

You can create custom roles, by:

• Go to Settings > Account > Teammates > Roles > Create Role.
• Defining a name and description for the new role
• Choosing the permissions that are to be granted to this role
• Once the role is created, you can go to the ‘Teammates’ page and click ‘Edit’ to change the role.

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Changing someone’s role

1. Go to Settings > Account > Teammates.
2. Find the teammate whose role you want to change.
3. Click Edit.
4. Select the new role.
5. Save the changes.

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Audit log

For better user management and tracking of user activity, you can view each teammate’s log. In the audit log section, you can view the following actions of the teammate:

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Login activities

Login activities made by users like:

• Sign up(1st time login)
• Login
• Logout
• Available
• Marked offline

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Live chat activities

• Configurations updates made on the live chat settings page

• If the change description is too long to display fully, hover your cursor over the line. A pop-up will appear showing the complete change description.

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Teams

Teams in WotNot allows you to group the agents or the users as per their departments in-order to meet the primary objective With WotNot, you can create a team of users dedicated to supporting customers after a purchase or helping visitors understand your products and services so they can make informed purchase decisions.

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What a team is for

The benefits of having different teams is that it helps users with Human Handover by automatically assigning conversations to the right team member in order to address the problem visitor or customer is facing.

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Creating a team

To create a team in WotNot, you can follow the following steps;

1. Go to Settings→ Account→ Teams
2. Click on Create Team at the top right corner
3. Configure the following;

• Upload Image:
  Based on your preference, you can upload the image that will be assigned to the team. This is optional.
• Team Name:
  Define the name of the team
• Teammates:
  Select the users who will be part of this team. The list of teammates who are already added in the account will be displayed here

4. Click on Create to create the team

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Adding and removing members

You have the ability to manage the existing team i.e you can either add or remove the members from the team or delete the team as per your preference. How do I modify the team? In-order to edit the existing team, you can follow the following steps;

1. Go to Settings→ Account→ Teams
2. Click on Edit against the team you would like to modify
3. Based on your preference, you can either remove the team member from the team or can add a new member in the team
4. Configure the following operations also:

• Change Image:
  In case you have not added the image, you can upload the image to assign it to the team or you can update the existing one based on your preference
• Change Team Name:
  You can also change the existing name of the team as per your preference

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Deleting a team

Deleting a team with WotNot is pretty simple. You can follow the following steps to delete the team;

• Go to Settings → Account → Teams
• Click on Remove against the team you would like to delete
• Provide the confirmation by clicking on Remove again

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How teams are used elsewhere

Team membership affects more than how users are organised. Teams can be used for conversation routing and reporting.

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Common questions