Manage groups and users

To proceed to managing groups and users in Aimychat, click on the sidebar.

caution

Only Aimychat account administrators see the Settings page.

Groups

You can group agents, for example, by occupation: tier 1 help desk support, commercial department, Spanish-speaking agents.

Create group

tip

If you want to add users to a group while creating it, these users should be invited to Aimychat first.

1. On the Settings → Groups tab, click Add group.
2. Specify a name for a new group. Please bear in mind that your customers will see the group name in messages like: Alex (Tier 1 Help Desk Support) has joined the chat, The chat is assigned to the group: Tier 1 Help Desk Support.
3. Add necessary agents to the group. If you use JAICP, you can assign one of them as the default agent in that group.
4. Click Add.

Once created, groups are assigned a numeric ID that you can find under the group name. You will need it if you are planning to set up transferring to this group from JAICP or Aimylogic.

Edit group

1. On the Settings → Groups tab, click in the line with the desired group.
2. Make your changes.
3. Click Save.

Delete group

On the Settings → Groups tab, click in the line with the necessary group.

caution

If some projects use this group by default, the bot will stop transferring customer requests to agents and an error will occur in the script. See the Aimylogic or JAICP documentation to learn more about configuring default agent groups.

Users

Invite users to Aimychat and add them to the appropriate groups, so that the users can join chats.

Here you can also select a group in which the user will be the default agent. This agent will receive all the group dialogs if the Automatically assign chats parameter is enabled.

Invite user

You can invite a user to an agent group via Aimychat or JAICP.

The user invitation process depends on whether they have an account in Conversational Cloud:

With account

Invitation via Aimychat

1. Go to Aimychat.
2. On the Settings → Users tab, select Invite user.
3. Select the Administrator or Agent role and specify the user login.

The user will immediately be added to Aimychat.

Invitation via JAICP

1. Go JAICP to the appropriate project group.
2. Select the user on the Active tab.
3. Assign them the AIMYCHAT_ADMIN or AIMYCHAT_AGENT role.

The user will immediately be added to Aimychat.

Without account

Invitation via JAICP

1. Go JAICP to the appropriate project group.

2. Check if the user is on the Invited tab.

   • If they are, select them and assign them the AIMYCHAT_ADMIN or AIMYCHAT_AGENT role.
   • If not, invite them to a group with the AIMYCHAT_ADMIN or AIMYCHAT_AGENT role.

Once the user accepts the invitation, they will be added to Aimychat.

info

If you use Aimylogic, you will need to go to JAICP to invite a user to the My projects group.

User roles

Role in Aimychat	Role in JAICP	Available features
Administrator	AIMYCHAT_ADMIN	• View chat statistics. • Manage groups and users. • Access to Aimychat preferences. • Join chats assigned to the groups that an administrator is a member of. If chats are assigned automatically within the account, they can be assigned to an administrator as well.
Agent	AIMYCHAT_AGENT	Join chats assigned to the groups that an agent is a member of.

Add user to a group

To have an existing Aimychat user start accepting dialogs, add them to the appropriate agent group on the Settings → Groups tab. When they log into Aimychat, they will immediately have access to the dialogs and group settings.

When adding a user to a group, you can also select a group in which they will be the default agent. This agent will accept all dialogs of the group if the Automatically assign chats parameter is activated.

Edit user

1. On the Settings → Users tab, click in the line with the necessary user.
2. Make the changes.
3. Click Save.

Delete user

On the Settings → Users tab, click in the line with the necessary user.

caution

If the deleted user has chats in progress, they will be forwarded to the group queue, and the closed chats will be in the History tab.