• Home
  • Installation and Setup
  • Adding and Managing Users, Roles, and Departments

Adding and Managing Users, Roles, and Departments

Creating exceptional customer experiences starts with your people. Set them up for success by adding them to Acquire and providing them with the correct permissions to succeed in their roles.

In this article:

  • Adding New Users
  • Creating New Roles & Permissions
  • Setting Up Departments

Adding New Users

Here’s how to invite your teammates to Acquire:

Adding a Single New User

Head to Settings > Account Settings > Users and Roles, then click the ‘Create User’ button.

Enter the employee’s full name, work email, and a temporary password. Then assign a department and role to set their permissions.

Note: Great temporary password practices include using a unique password for every user, and using a mix of uppercase, lowercase, numbers, and special characters.

Click ‘Add User’ and voila! Their account is ready to go. To edit a user’s details, click the three dots '...' next to their name and choose ‘Edit’.

Adding Multiple New Users 

To add multiple users from a CSV file, click on the 'Create User' dropdown. Then, select 'Import Users'. Upload the CSV file and press 'Import users'. Please note that 'name', 'email', and 'password' are required fields. You may also add 'role' (Administrator or Operator) and 'department'. If left blank, roles will be set to 'Operator'. Department will be left blank if not indicated.


Creating New User Roles

Note: Out-of-the-box, Acquire provides two roles: Operator and Administrator. Operators have restricted access to Acquire while Administrators have access to the entire platform.

You’ll want to customize Operator settings. Click the three dots ('...') to edit Operator permissions, access-level, and department.

Have teammates who don’t quite fit Operator or Admin? Create a new role by going to Settings > Account Settings > Users and Roles > Manage Roles, then click the ‘Create Role’ button.

Note: Users can only have one role assigned to them.


Give the role a title like ‘Supervisor’ or ‘Trainer’. Then go through the different sections to allow (or not allow) them to:

  • Change any settings globally on the account
  • View analytics
  • Build and modify chatbots
  • Modify dashboard views
  • Add, edit, and manage Knowledge Bases
  • Configure and edit Shared Inboxes
  • Edit VoIP settings
  • Create and edit Triggers and Business Rules
  • Use different Web Widget features like video, voice, cobrowse and screen sharing
  • Apply an access level (individual, department, account)

Creating and Assigning Departments

Departments help organize users into their respective teams and play a role in routing inquiries plus filtering reports and analytics. Some departments you may have are:

  • Sales
  • Support
  • Marketing
  • EMEA
  • North America
  • And so on

In Settings, head to Account Settings > Departments ‘Create Department’ to add a new group and set that group's status to active.

Note: Departments do not have associated permissions. Apply user roles to permit or restrict access.

Related Articles