> For the complete documentation index, see [llms.txt](https://docs.taqnyat.sa/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.taqnyat.sa/docs/readme/admin-setup/create-livechat-user.md). # Create LiveChat user This page explains how admins can create a new LiveChat user from the Portal. LiveChat users are created and managed from the **Portal**, not directly from the LiveChat interface. Admins can define the user’s login details, department, supervisor access, archive access, auto-archive behavior, fast response permissions, chat assignment method, and start message. ### What is a LiveChat User? A LiveChat user is an account created for someone who needs access to LiveChat. Depending on the assigned setup and permissions, the user may be able to: * Access customer conversations * Reply to customers * Use fast responses * View archived chats * Monitor department conversations * Access the Dashboard * Receive automatically assigned chats * Handle chats based on the selected assignment method ### Where to Create a LiveChat User Admins can create LiveChat users from the Portal. To create a user: 1. Log in to the **Portal**. 2. Go to the LiveChat user management area. 3. Click **Add** or create a new user. 4. Fill in the required user details. 5. Configure the user’s access and permissions. 6. Click **Add** to create the user. ### User Information Fields When creating a LiveChat user, the admin needs to fill in the user’s basic information. Common fields include: | Field | Description | | ---------- | ----------------------------------------------------------------------------------------------------- | | Username | The first part of the LiveChat login username. Only enter the username before the **@**. | | Password | The password used to access the account. | | Name | The user’s display name. This field can be changed later. | | Mobile | The user’s mobile number. This may be used for OTP verification. | | Email | The user’s email address. This may be used for OTP verification and department message notifications. | | Department | The department assigned to the user. | ### Important Note About Username The **Username** field cannot be changed later after the user is created. For this reason, it is recommended to choose the username carefully. The admin only enters the first part of the username before the **@**. For example, if the full LiveChat login will be: ``` supportagent@companyusername ``` The admin should enter only: ``` supportagent ``` The second part after the **@** is based on the main Portal username. Because the username cannot be changed later, some companies prefer using a role or position-based username, such as: ``` support1 salesagent1 customerservice1 ``` The agent’s actual full name can be added in the **Name** field. The **Name** field can be edited later and is used to identify the agent in LiveChat and internal reports. ### Username Format The LiveChat username is used when logging in to LiveChat. When creating the user from the Portal, the admin enters only the first part of the username. The full login format is usually: ``` LiveChatUsername@MainUsername ``` Or: ``` SubUserUsername@PortalUsername ``` For example: ``` support1@companyusername ``` In this example, the admin enters only: ``` support1 ``` The full username used for login will include the main Portal username after the **@**. The username cannot be changed later, so it should be selected carefully before creating the user. ### Email Notifications The email field may also be used for LiveChat notifications. For example, if a new message arrives to a department and there is no online agent available, the system may send an email notification to the agents assigned to that department. This helps the team notice new customer messages even when no agent is currently online inside LiveChat. For this reason, the user’s email should be entered correctly when creating the account. ### Department The department controls which team the user belongs to inside LiveChat. Departments help organize conversations and route chats to the correct team when the account has multiple teams, many employees, or chatbot flows that need to direct conversations based on the customer’s request. Departments are especially useful in cases such as: * Having a chatbot flow that routes conversations directly to a specific department. * Having several teams, such as support, sales, operations, complaints, or customer satisfaction. * Needing to escalate or transfer conversations from one department to another. * Having a main team receive conversations first and then route them to the correct department. For example, a chatbot may ask the customer to choose the type of service they need, then route the conversation to the relevant department based on the selected option. In simpler setups, where the company has only a few employees and does not need routing or escalation between teams, all agents can be added to the default department. The selected department may affect which conversations the user can see, manage, or receive. ### Supervisor Access The admin can choose whether the user is a supervisor. If the user is set as a supervisor, they may have wider visibility and actions depending on the selected permissions. A supervisor may be able to: * View department conversations * Monitor ongoing chats * Transfer chats between agents * Transfer chats between departments * Leave internal notes for agents * Access the Dashboard, if permission is enabled ### Dashboard Permission The admin may enable the option: ``` Enable LiveChat Supervisor to View the Main Dashboard ``` This allows the supervisor to view the main Dashboard inside LiveChat. The Dashboard may include conversation statistics, LiveChat report export options, and evaluation results if the evaluation service is activated. If this option is not enabled, the supervisor may not be able to access the Dashboard. ### Account Status The admin can define the user’s account status. Common statuses may include: * Active * Not Active If the account is not active, the user may not be able to log in or use LiveChat. The admin should activate the account when the user is ready to start using LiveChat. ### Conversation Archive Permission The admin can control whether the user can access archived conversations. Archive access may include options such as: * Show Conversation Archive * Hide Conversation Archive If archive access is enabled, the user can view the **Archives** page and review closed or archived conversations. If archive access is hidden, the user will not see the Archives page. ### Auto Archive Setting The admin can define how conversations should be closed or archived for the user/account setup. Common options may include: * Close conversation manually * Close conversation automatically after a configured period When conversations are closed automatically, they are moved to the **Archives** page and may be labeled as **Timed Out**. If conversations are set to close manually, agents or supervisors are responsible for closing chats when the conversation is completed. ### Fast Response Permission The admin can control what the user can do with fast responses. Available options may include: * Use only existing fast responses * Add private fast responses * Add and share fast responses, depending on permission For example, **Use Only** allows the user to use predefined replies without adding new ones. Fast response permissions help control whether users can only use saved replies or also create and share them with others. ### Chat Assignment The admin can select how chats are assigned to the user or account. Common chat assignment options include: * Auto * Manual * Directed #### Auto Assignment With Auto Assignment, the system can automatically assign new chats to online agents who have fewer than **5 open chats** in **My Chats**. This helps distribute chats fairly between available agents. #### Manual Assignment With Manual Assignment, chats remain in the **Queue** until an agent opens the chat and replies. Once the agent replies, the chat is assigned to that agent and moved to **My Chats**. #### Directed Assignment With Directed Assignment, conversations are routed directly to a specific agent based on the configuration. This is commonly used when: * A chatbot routes conversations to a specific user * A campaign is sent and one agent is responsible for handling all replies from that campaign ### Start Message The start message is a message that may be sent when the chat is assigned or started, depending on the account setup. This can be used to greet the customer or inform them that an agent has joined the conversation. The message should be clear, professional, and suitable for the customer experience. Example: ``` Hello, thank you for contacting us. One of our agents will assist you shortly. ``` ### Save the User After filling in the user information and configuring the required permissions: 1. Review all fields carefully. 2. Make sure the username, mobile number, and email are correct. 3. Confirm the department and supervisor settings. 4. Review archive, fast response, and chat assignment permissions. 5. Click **Add** to create the user. If the user details are incorrect, the admin may need to edit the user later from the Portal. ### Important Notes LiveChat users are managed from the Portal. Each user should have their own account. Sharing accounts is not recommended because it affects tracking, reporting, assignment history, and accountability. The **Username** cannot be changed later after the user is created. Only the **Name** field can be edited later. The admin should enter only the first part of the username before the **@** when creating the user. The user’s mobile number or email may be used to receive OTP verification when logging in. The email may also be used to notify agents when a new message arrives to their department and there is no online agent available. The pages and actions available to the user depend on the permissions configured by the admin. If a user cannot access a specific page or action, the admin should review the user’s permissions and account status from the Portal. ### Best Practices When creating LiveChat users: * Choose the username carefully because it cannot be changed later. * Consider using a role-based username if the account may be reused for the same position. * Add the agent’s real full name in the **Name** field because it can be edited later. * Make sure the email is correct because it may be used for OTP verification and department message notifications. * Add the correct mobile number for OTP verification. * Assign the user to the correct department. * Give supervisor access only to users who need monitoring or management permissions. * Enable Dashboard access only for authorized users. * Review archive access based on the user’s role. * Choose the fast response permission that matches the user’s responsibility. * Select the chat assignment method based on the team workflow. * Keep user access updated when team members change roles or leave the company. ### Next step After learning how to create a LiveChat user, continue to the **User Permissions** page to understand how permissions control what each user can view or manage.