How to add new users

Adding new users in CloudTalk is a quick and straightforward process. As an administrator, you can create user accounts, assign roles, and configure permissions to match each user’s responsibilities.This article focuses on manually creating individual users via the CloudTalk Dashboard. Other user creation methods are also available and referenced below.

User level: Admin

CloudTalk supports multiple methods for creating user accounts:

Manual creation of individual users in the CloudTalk Dashboard
CloudTalk API, using the Add an Agent endpoint (Agent role only)
Bulk user upload for faster onboarding of multiple users

This guide walks you through the manual creation process. For other methods, please refer to the linked documentation.

Create a New User (Manual Setup)

Before you begin:

Ensure your account has a sufficient number of available seats.
Confirm that you have administrative rights within the account.
Verify that the agent’s email address is not already in use within your account or any other CloudTalk accounts.

Go to the Users section in the CloudTalk Dashboard, where you’ll see a list of all existing users.
Click the + Add User button at the top of the page to open the user setup form.
Configure Basic settings
1. Enter the agent’s first and last name
2. Enter their email address, which will serve as their unique identifier in the system
3. (Optional) Enter the agent’s external phone number details
4. If required, assign a custom 4-digit user extension. If you leave this field empty, an extension will be automatically assigned. Please note that the extension cannot be changed after it’s created.
If needed, switch to Advanced Settings tab and configure advanced settings. If the default configuration is sufficient, you can skip this step.
1. Select the default language for the user’s admin panel
2. Assign a user role to user. Available roles are:
  1. Admin
  2. Supervisor
  3. Agent
  4. Analyst
  Depending on the role, additional configuration options may be available. Refer to the advanced settings section in this article for further details.
If applicable, assign skills to the user in User skill tab. Learn more about skills and skill-based routing in the related article.
Finally, click Save User to complete the setup.

Advanced Settings

Setting	Available for Role	Description
Access to call monitor	Agent	Allows the agent to access the Call Monitor feature in CloudTalk and view ongoing calls. By default enabled for Supervisor and Admin role.
Access to Analytics Real-Time tab	Agent	Enable access for the agent to Real-time report information. By default enabled for Supervisor and Admin role.
Global settings for visibility of calls and recordings	Agent	Allows the agent to download call recordings based on global account settings. If disabled, call recording visibility can be configured on a per-agent basis.
Message visibility by Agent	Agent	Defines the types of messages that users with the agent role can view.
Default outbound call number	Agent, Supervisor, Admin	Sets the default public number that the contact will see when the agent makes a call. Leave empty to use the current number.
Maximum number of calls	Agent, Supervisor, Admin	Max number of concurrent calls allowed. Recommended to use the lowest value possible.
Agent-initiated Pause Call Recording	Agent, Supervisor, Admin	Allows agents to pause and resume call recordings to protect sensitive information during the call. This setting overrides global settings.
Incoming calls notification	Agent, Supervisor, Admin	Enables notifications for incoming calls when the CloudTalk app is running in the background. Incoming calls will only be displayed if the agent is actively working in the CloudTalk app.
Require mandatory call tagging for this agent	Agent, Supervisor, Admin	Enforces the requirement for the user to tag each call before completing it. This ensures consistent call categorization and tracking. Does not apply to calls made through the CloudTalk Dialer, where a call disposition is required instead.
Automatically pick up dialed calls	Agent, Supervisor, Admin	Automatically picks up dialed calls for the user. If not configured here, the user can adjust this setting within the calling app.
Automatically pick up inbound calls	Agent, Supervisor, Admin	Enabling this setting allows the system to automatically pick up inbound calls after a specified time frame. If not defined here or in company settings, the user can configure this option within the calling app.
Agent can control own group membership	Agent, Supervisor, Admin	Enabling this setting allows the user to join or leave user groups independently. To do this, the user opens their own Profile and adds or removes groups in the Assigned groups field.
Assigned groups	Agent, Supervisor, Admin	Configure user groups to which the user belongs.
Assigned numbers	Agent, Supervisor, Admin	Allows to specify which numbers the agent can use for outbound calls and SMS. If left empty, the agent can use all available numbers in the account.
Which users can this user have access to	Supervisor, Analyst	Controls which users’ data the supervisor or analyst can view, limiting access to specific users.
Which groups can this user have access to	Supervisor, Analyst	Defines which user groups the supervisor or analyst can access, restricting data visibility to those groups.
Which numbers can this user have access to	Supervisor, Analyst	Specifies which phone numbers the supervisor or analyst can manage, limiting access to assigned numbers.
Which external numbers can this user have access to	Supervisor, Analyst	Limits access to specific external phone numbers for the supervisor or analyst.
Download recordings	Supervisor, Analyst	Controls whether the user can download call recordings. By default enabled for Admin role.
Download reports	Supervisor, Analyst	Controls whether the user can download call reports. By default enabled for Admin role.

You have successfully created a user in CloudTalk. Admins can update user settings or make changes as needed. For more advanced user management, explore bulk upload or Cloudtalk API.

FAQs

A new user isn’t receiving the invitation or password-reset email If a new user isn’t receiving their CloudTalk invitation or password-reset emails, and recreating the user hasn’t helped, work through these steps. Start with the checks you can do yourself:
- Confirm the email address is spelled correctly on the user’s profile.
- Ask the user to check their spam, junk, and quarantine folders.
- Ask your IT team to confirm that CloudTalk’s emails aren’t being blocked by a mail filter, security rule, or domain policy on your side, and to run a mail trace if possible.
If those checks come back clean and the emails still aren’t arriving, the address may be on our email delivery block list. If a message to that address bounced at some point (for example, a temporary issue with the mail server), the address can be added to this list automatically, which silently stops all future CloudTalk emails from being delivered to it. This happens on our side and isn’t something you can see or clear yourself. To resolve it, contact our Support team and ask them to check whether the address is on the delivery block list and remove it if so. Once the address has been removed, an administrator can resend the invitation from the Users section in the Dashboard, and password-reset emails will also start arriving again.
Getting “email already in use” but the person isn’t in your account? The email may be tied to a separate CloudTalk account (such as an expired trial). Contact Support to have the old record released so you can re-invite the user.

Need help or have a question? Just reach out through our Support portal — we’re here for you.

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Create a New User (Manual Setup)

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​Create a New User (Manual Setup)

​Advanced Settings

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Create a New User (Manual Setup)

Advanced Settings

FAQs