> 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/user-access-and-login-details.md). # User Access & Login Details This page explains how LiveChat user access and login details work. LiveChat users are created and managed from the **Portal**. The admin is responsible for creating user accounts, setting login details, adding the correct contact information, and making sure each user has the right access. ### What are User Access and Login Details? User access and login details are the information a user needs to access LiveChat. This may include: * Username * Password * Mobile number * Email address * OTP verification method * Account status * Assigned permissions Each user should have their own LiveChat account so that actions, conversations, reports, and assignment history are tracked correctly. ### Username Format When creating a LiveChat user from the Portal, the admin enters only the first part of the username before the **@**. The full username used for login is usually: ``` LiveChatUsername@MainUsername ``` Or: ``` SubUserUsername@PortalUsername ``` For example, if the full login username is: ``` support1@companyusername ``` The admin enters only: ``` support1 ``` The second part after the **@** is based on the main Portal username. ### Important Note About Username The **Username** field cannot be changed later after the user is created. Only the **Name** field can be edited later. For this reason, the username should be selected carefully before creating the user. Some companies prefer using a role-based username, such as: ``` support1 salesagent1 customerservice1 ``` This can be useful if the account is linked to a position or role. The agent’s real full name can be added in the **Name** field, which can be edited later and may appear in LiveChat or internal reports. ### Password The password is used by the user to log in to LiveChat. Admins should create a secure password and share it with the user through a safe communication channel. Users should avoid sharing their password with others. If the password needs to be changed or reset, the admin or support team can help based on the account setup. ### Mobile Number The mobile number is added when creating the user account. It may be used for OTP verification when the user logs in to LiveChat. The mobile number should be entered correctly so the user can receive the OTP code when choosing phone verification. ### Email Address The email address is added when creating the user account. It may be used for: * OTP verification * Login-related communication * Department message 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. For this reason, the user’s email should be entered correctly. ### OTP Verification When logging in to LiveChat, users may be asked to verify their login using an OTP code. The user can choose to receive the OTP code through: * Registered phone number * Registered email OTP verification is applied according to the instructions of the Saudi Communications, Space & Technology Commission (CST), and adds an extra layer of security to protect user accounts and customer conversations. ### How to Log in to LiveChat To log in to LiveChat: 1. Open the LiveChat platform link. 2. Enter the username in the correct format. Example: ``` support1@companyusername ``` 3. Enter the password. 4. Click **Login**. 5. Choose how to receive the OTP code: * Phone number * Email 6. Enter the OTP code. 7. Confirm the login. 8. After successful login, the user will be redirected to the LiveChat interface. ### Account Status The admin can control whether the user account is active or not active. Common statuses include: * **Active** * **Not Active** If the user account is not active, the user may not be able to log in or access LiveChat. The account should be activated when the user is ready to start using LiveChat. ### Access Based on Permissions After logging in, the pages and actions available to the user depend on the permissions configured from the Portal. For example: * A normal agent may only see the pages needed for daily chat handling. * A user may see the **Fast Response** page only if permission is granted. * A user may see the **Archives** page only if archive access is enabled. * A supervisor may see the **Dashboard** only if Dashboard access is enabled. * Chatbot-related pages, such as **Export Data**, may appear only when the chatbot service is enabled and the user has access. If a user cannot see a specific page or action, the admin should review the user’s permissions from the Portal. ### Session Duration The LiveChat web session is currently configured to last for **8 hours**, which matches the usual working hours for most agents. This helps reduce repeated logins during the working day and allows agents to continue handling conversations without being interrupted frequently. After the 8-hour session expires, the user may be logged out and asked to log in again. ### Logout When IP Changes LiveChat may include a security option called **Logout When IP Changes**. When this setting is enabled, the user may be logged out if the system detects that the user’s IP address has changed during the session. This can happen when: * The internet connection changes * The user switches networks * The user moves between Wi-Fi and mobile hotspot * The network provider changes the IP address automatically * The user is connected through a VPN If the user is being logged out frequently, they can go to the **Settings** area and disable the **Logout When IP Changes** option, then monitor whether the issue is resolved. If repeated logout continues after disabling this option, the user should contact the support team for further review. ### Email Notifications for Offline Agents If a new message arrives to a department and there is no online agent available, LiveChat may send an email notification to the agents assigned to that department. This helps the team notice new customer messages even when no one is currently online in LiveChat. To make sure this works correctly: * The user email should be entered correctly. * The user should be assigned to the correct department. * The notification behavior should be supported by the account setup. ### Security Reminder Each user should access LiveChat using their own account. Sharing accounts is not recommended because it affects: * Conversation tracking * Assignment history * Internal notes * Reports * Agent performance data * Accountability Using individual accounts helps make sure each action is linked to the correct user. ### Best Practices When managing user access and login details: * Choose the username carefully because it cannot be changed later. * Enter only the first part of the username before the **@** when creating the user. * Add the agent’s real full name in the **Name** field. * Use a valid mobile number for OTP verification. * Use a valid email for OTP verification and department notifications. * Keep user accounts active only when needed. * Do not share login credentials between users. * Review permissions when a user changes role or department. * Deactivate users who no longer need access. ### When to Contact Support Contact the support team if: * The user cannot log in. * The OTP code is not received. * The user’s session expires unexpectedly. * The user is logged out repeatedly. * The user cannot see the expected pages. * The email notifications are not being received. * The username or access setup needs further review.