Skip to main content
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.
  1. Go to the Users section in the CloudTalk Dashboard, where you’ll see a list of all existing users.
  2. Click the + Add User button at the top of the page to open the user setup form.
  3. 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: pick the country in the Country field and enter the number in Phone number without the country code. Spaces, hyphens, brackets and dots are removed when you leave the field. The number is saved on the user’s profile as their contact number. It isn’t a CloudTalk number: to choose which CloudTalk numbers the agent calls from, use Assigned numbers and Default outbound call number in Advanced Settings.
    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.
  4. 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.
  5. If applicable, assign skills to the user in User skill tab. Learn more about skills and skill-based routing in the related article.
  6. Finally, click Save User to complete the setup.

​
Advanced Settings

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.

​
Edit an existing user

  1. Go to Users and find the user.
  2. Click the edit icon next to the user (Edit user).
  3. In the Advanced Settings tab, change Assigned numbers or any other setting from the table above.
  4. Click Save User.

​
Delete a user who left your team

  1. Go to Users.
  2. Click the trash icon next to the user.
  3. Confirm.
Deleting a user doesn’t delete their calls. Their call history from before the deletion stays in your account. To find a deleted user’s calls, open the Call log in Analytics and search for the user’s name or for (deleted): their calls show under their name followed by (deleted), for example Jane Smith (deleted). A report that looks up calls by user, such as the Group report, may show an error for a period that includes a deleted user. For that period, use the Call log. Deleting a user doesn’t remove their seat from your plan. To stop paying for the seat, go to Settings > Billing and reduce your seats (see What happens to my bill when I reduce seats?).

​
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, password-reset emails start arriving again. To get the user in, an Admin opens the user’s Advanced Settings tab under Users, creates a password reset link and sends it to them. Invitations can’t be resent.
  • Changed an existing user’s email, but no invitation arrived? CloudTalk sends the invitation only when a user is created. Editing an existing user’s name or email doesn’t send one. The user can set a password for the new email with the password reset link.
  • 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.