Adding new users in CloudTalk is extremely easy. You can also configure the user’s permissions necessary for their work as you see fit.
Adding new users is a quick process, just select Agents from the menu in your dashboard and then click on "Add agent".
If you're a new CloudTalk customer you may also find the following video helpful. You'll find many similar videos providing information on all the different features of CloudTalk on our dedicated YouTube channel!
Creating new user
To access CloudTalk’s features, each user must have an account. User accounts can be created by the account administrator.
CloudTalk offers several methods for creating user accounts:
Manual creation of individual users through the CloudTalk Dashboard
Utilizing the Add an Agent endpoint in the CloudTalk API - to create users of type Agent
Bulk uploading users for efficient account setup
This guide provides detailed instructions for manually creating individual users. For additional methods, please refer to the linked documentation.
Manual creation of user
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 Userbutton at the top of the page to open the user setup form.
Configure Basic settings
Enter the agent’s first and last name
Enter their email address, which will serve as their unique identifier in the system
(Optional) Enter the agent's external phone number details
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.
Select the default language for the user's admin panel
Assign a user role to user. Available roles are:
Admin
Supervisor
Agent
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 Userto 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. |
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. |
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.
If you require any further assistance or have any other questions, please reach out to our Support team, we are always happy to help!