Adding Users to Grata
Manage your Grata agent and admin users on the Grata backend under the My Team section.
Encourage your team to use individual agent accounts so you can track who on your team spoke with which customers in your conversation history. For security, each user account can only be logged in at one workstation at a time. If a simultaneous login occurs the previous login session will be terminated.
Add a User
After you’ve opened the Admin Panel, click on “Users” in the side menu under “My Team”. Click the blue button to Add Agents.
A name and unique email address are required. Selecting the agent’s language sets the language of the invitation email that contains the agent’s password and log-in instructions, but the agent can change the language of their console at any time.
A Grata user can either be an Agent or an Admin. Agents do not have access to the Grata Admin Panel. Admin users have console access like Agents do, but also have full access to all Grata backend functions and controls.
You can use Agent IDs to give custom shared or personal role-based identities to each agent in WeChat and web chat. Your Agent IDs are managed on a separate page, but you assign them here on the agent’s profile. For more details, see the Agent Identities help page. You’ll save yourself a step by first adding Agent Identities and then adding Users.
If you use specialized routing rules for your account, you can designate agents to handle specific users by assigning that agent to a User Group. User Groups must first be created on the Grata Routing page. As with agent identities above, it’s faster to create any desired User Groups before adding your users.
Link WeChat Work user
If you have already linked a WeChat Work account to Grata, you can link your Work users to your Grata users at this time. Click the button to bind that user to WeChat Work:
Clicking on the button will reveal a list of all your WeChat Work users that are designated to use Grata apps. Users are displayed in the format of username(Work ID). Select the appropriate user and click bind.
After the binding is successful, the user’s WeChat Work ID will display in their Grata profile. To change the binding click on the button again. To remove the binding, click on the icon next to the blue button:
Set a Login Password
After you click save when adding a new agent, Grata will send an email with a link to set a login password. The link expires after the first use or 48 hours, whichever comes first. You can resend or cancel the invitation by clicking on the wrench icon () .
Click on the wrench icon () of any active agent to disable their account. For security purposes, you should regularly review your list of active users and disable any users that no longer need access to Grata.
If a team member has their account disabled because of too many failed login attempts, any admin user can re-enable their account following the same steps here.