User Management
Manage user accounts, roles, and permissions across your SquawkVoice platform. Control access, assign responsibilities, and ensure secure collaboration among team members.Overview
User management enables you to control who can access your SquawkVoice platform and what they can do. Create user accounts, assign appropriate roles, and manage permissions to ensure secure and efficient platform usage.User Management Benefits
- Secure Access Control: Manage who can access your platform and data
- Role-Based Permissions: Assign appropriate access levels based on responsibilities
- Team Collaboration: Enable multiple users to work together efficiently
- Audit Trail: Track user activities and changes for compliance
- Scalable Administration: Manage users as your organization grows
User Roles and Permissions
Understanding User Roles
SquawkVoice provides predefined roles with specific permissions and access levels:Administrator
Full access to all platform features, settings, and user management. Can create, modify, and delete any resource.
Manager
Can manage AI agents, view analytics, and configure platform settings. Cannot manage other users or billing.
Agent Builder
Can create and configure AI agents, manage knowledge bases, and view call history. Limited access to analytics.
Analyst
Can view analytics, reports, and call history. Read-only access to agent configurations and platform data.
Permission Categories
Permissions are organized into logical categories for easy management:Agent Management
Agent Management
- Create and configure AI voice agents
- Manage agent settings and behaviors
- Deploy and activate agents
- Delete and archive agents
Knowledge Base
Knowledge Base
- Upload and manage documents
- Create and configure knowledge bases
- Organize and categorize content
- Delete and update knowledge base items
Analytics and Reporting
Analytics and Reporting
- View analytics dashboards
- Access call history and transcripts
- Generate reports and exports
- Monitor performance metrics
User Management
User Management
- Create and manage user accounts
- Assign roles and permissions
- Monitor user activity
- Manage team access
Platform Settings
Platform Settings
- Configure platform-wide settings
- Manage integrations and APIs
- Control billing and subscriptions
- Set security and compliance policies
Creating and Managing Users
Adding New Users
- Navigate to Manage > Users in the SquawkVoice Studio
- Click Add User to create a new user account
- Fill in the required information:
Enter the user’s complete name for identification and display purposes.
Primary email address for account access and notifications.
Select the appropriate role based on the user’s responsibilities and access needs.
Specify which accounts the user can access (for multi-account setups).
Define which workspaces the user can access within their assigned accounts.
User Invitation Process
- Send Invitation: User receives an email invitation to join the platform
- Account Setup: User creates password and completes profile setup
- Access Verification: User can access assigned features and resources
- Onboarding: User receives welcome materials and training resources
Users must accept the invitation within 7 days. After that, you’ll need to resend the invitation.
User Profile Management
Profile Information
Manage comprehensive user profile information:Upload a profile picture for easy identification.
User’s job title or role within the organization.
User’s department or team assignment.
Additional contact details including phone number and location.
Account Settings
Configure user-specific account settings:Notification Preferences
- Email notification settings
- SMS alert preferences
- In-app notification controls
- Alert frequency and timing
Security Settings
- Password requirements and policies
- Multi-factor authentication setup
- Session timeout preferences
- Login history and monitoring
Language and Region
- Interface language preferences
- Time zone and date format settings
- Regional compliance settings
- Localization preferences
Access Preferences
- Default dashboard views
- Favorite and pinned items
- Custom workspace layouts
- Personalization settings
Role Management
Custom Roles
Create custom roles for specific business needs:Choose a descriptive name for the custom role (e.g., “Support Manager”, “Sales Analyst”).
Provide a clear description of the role’s purpose and responsibilities.
Select specific permissions that this role should have access to.
Define which accounts this role can access and manage.
Permission Granularity
Fine-tune permissions for precise access control:Read Permissions
Read Permissions
- View agents and configurations
- Access analytics and reports
- Read call history and transcripts
- View user profiles and settings
Write Permissions
Write Permissions
- Create and modify agents
- Update knowledge base content
- Configure platform settings
- Manage user accounts
Delete Permissions
Delete Permissions
- Remove agents and configurations
- Delete knowledge base items
- Archive call history
- Deactivate user accounts
Admin Permissions
Admin Permissions
- Manage billing and subscriptions
- Configure security settings
- Access system logs and audits
- Override other user permissions
User Activity Monitoring
Activity Tracking
Monitor user activities and platform usage:Track user login times, locations, and device information.
Record all user actions and changes made to the platform.
Monitor session duration, activity patterns, and feature usage.
Track user productivity and platform utilization.
Security Monitoring
Ensure platform security through comprehensive monitoring:Access Monitoring
- Track login attempts and failures
- Monitor unusual access patterns
- Detect potential security threats
- Alert on suspicious activities
Data Access Logs
- Record all data access and downloads
- Track file and document access
- Monitor API usage and calls
- Log configuration changes
Permission Changes
- Track role and permission modifications
- Monitor user account changes
- Log administrative actions
- Audit trail for compliance
System Events
- Monitor system health and performance
- Track integration and API events
- Log error and warning messages
- Alert on critical system issues
Team Collaboration
Team Organization
Organize users into teams for better collaboration:Create descriptive team names (e.g., “Customer Support”, “Sales Team”, “Technical Support”).
Add users to teams for shared access and collaboration.
Configure permissions that apply to all team members.
Assign shared resources and workspaces to teams.
Collaboration Features
Enable team collaboration and communication:Shared Workspaces
- Collaborative agent development
- Shared knowledge base management
- Team analytics and reporting
- Common resource access
Communication Tools
- Team chat and messaging
- Notification and alert sharing
- Comment and feedback systems
- Collaborative documentation
Workflow Management
- Task assignment and tracking
- Approval workflows and processes
- Status updates and progress tracking
- Deadline management
Knowledge Sharing
- Best practices documentation
- Training materials and guides
- Experience and insights sharing
- Team learning and development
Security and Compliance
Access Control
Implement robust access control measures:Authentication
- Multi-factor authentication (MFA)
- Single sign-on (SSO) integration
- Password policies and complexity
- Session management and timeout
Authorization
- Role-based access control (RBAC)
- Permission inheritance and delegation
- Resource-level access control
- Dynamic permission assignment
Audit and Monitoring
- Comprehensive audit logging
- Real-time activity monitoring
- Security event detection
- Compliance reporting
Data Protection
- Data encryption and security
- Privacy and confidentiality controls
- Data retention and deletion policies
- Regulatory compliance measures
Compliance Features
Meet regulatory and industry requirements:GDPR Compliance
GDPR Compliance
- Data protection and privacy controls
- Right to erasure and data portability
- Consent management and transparency
- Data processing agreements
SOC 2 Compliance
SOC 2 Compliance
- Security, availability, and confidentiality
- Regular security assessments and audits
- Incident response and monitoring
- Risk management and mitigation
Industry Standards
Industry Standards
- ISO 27001 for information security
- PCI DSS for payment processing
- HIPAA for healthcare data
- Industry-specific certifications
Internal Policies
Internal Policies
- Company-specific security policies
- Data handling and privacy guidelines
- User conduct and acceptable use
- Incident reporting and response
User Lifecycle Management
Onboarding Process
Streamline new user onboarding:Account Setup
- Automated account creation
- Role assignment and permissions
- Initial configuration and settings
- Welcome materials and training
Training and Support
- Platform orientation and training
- Role-specific skill development
- Best practices and guidelines
- Ongoing support and assistance
Access Provisioning
- Resource and workspace access
- Integration and API access
- Tool and system permissions
- Collaboration and team access
Performance Monitoring
- Usage tracking and analytics
- Performance assessment and feedback
- Skill development and improvement
- Success metrics and goals
Offboarding Process
Ensure secure and complete user offboarding:Remove all platform access and permissions immediately upon departure.
Transfer user’s work and responsibilities to appropriate team members.
Archive or delete user account and associated data according to policies.
Ensure all compliance requirements are met during offboarding.
Best Practices
User Management
- Clear Role Definitions: Define roles with specific responsibilities and permissions
- Principle of Least Privilege: Grant only necessary access to users
- Regular Reviews: Periodically review user access and permissions
- Documentation: Maintain clear documentation of roles and responsibilities
Security
- Strong Authentication: Implement multi-factor authentication for all users
- Access Monitoring: Regularly monitor user activities and access patterns
- Security Training: Provide regular security awareness training
- Incident Response: Have clear procedures for security incidents
Collaboration
- Team Organization: Organize users into logical teams and groups
- Communication: Establish clear communication channels and protocols
- Knowledge Sharing: Encourage sharing of best practices and insights
- Continuous Improvement: Regularly assess and improve team effectiveness
Troubleshooting
User access issues
User access issues
- Verify user account status and permissions
- Check role assignments and access levels
- Review account settings and configurations
- Contact support for access assistance
Permission problems
Permission problems
- Review role definitions and permissions
- Check account and workspace access
- Verify inheritance and delegation settings
- Update permissions as needed
Authentication issues
Authentication issues
- Check login credentials and password status
- Verify multi-factor authentication setup
- Review session timeout and security settings
- Contact support for authentication assistance
Team collaboration problems
Team collaboration problems
- Verify team membership and access
- Check shared resource permissions
- Review communication and notification settings
- Ensure proper team organization and structure