Bulk user management

Bulk user management lets you use the contents of a CSV file to create or modify large numbers of users simultaneously. Bulk user management features can be found in the CCAI Platform portal by going to Settings > Users & teams.

Feature benefits include:

• Maintain essential user data (for example, email address and user name).

• Grant edit permissions for each individual user property; granularly configure which user roles can make updates to each column in the user record when uploading the CSV file. For more information see Bulk user management roles & permissions.

• Set user roles, activate or deactivate a user, and maintain other properties such as setting chat concurrency and locations.

From the import users display, you can use the template provided to populate the information for your new users or download a CSV file of all your current users that can be updated to modify existing users. For more information see Bulk user management templates.

If your CSV file upload contains errors, a message is displayed indicating how many records contained errors and how many records were uploaded successfully. Click Download Error Log to download a file showing which records contained errors and the specific fields in which the errors are located. For more information see Bulk user management: Resolve errors.

To add and update users see Bulk user management: Upload new or updated users.

To add users individually, see Add and view users.

Bulk user management templates

You can add new users by populating the template provided and uploading the CSV file to import the user data. You can also download a CSV file of all your existing users and modify the file to make changes to those existing user accounts.

You can also upload your own CSV file rather than using one of the templates provided, but the columns in your file must correspond to those in the template and display in the same order. The file must be in CSV file format to be uploaded.

Both of the template files provided contain the following columns in the specified order:

Note: When updating users, leaving a cell empty indicates that there is no change to this field. Entering a 0 (zero) indicates that this field should be removed from the user record or made inactive.

Table 1. Bulk user management template

Order	Column type	Number of columns	Column(s) name	Valid values	Required column
1	Email	1	Email	Email	Yes
2	Email	1	New email	Email	No
3	Agent ID	1	Agent ID	String	No
4	First name	1	First name	String	Yes
5	Last name	1	Last name	String	Yes
6	Alias	1	Alias	String	No
7	Status	1	Status	Active Inactive Empty	No
8	Location	1	Location	A string that is a location name Empty (no change) Null (remove current location)	No
9	Chat concurrency	1	Chat concurrency	1 to X (where X is configured value) Empty	No
10	Chat concurrency status	1	Chat concurrency status	0 1 Empty	No
11	Roles	Multiple	Role: role name A Role: role name B Role: role name C [etc.]	0 1 Empty	No
12	Team	Multiple	Team: team name A Team: team name B Team: team name C [etc.]	0 1 Empty	No
13	Phone number	Multiple	Direct Inbound Number: 1 Direct Inbound Number: 2 Direct Inbound Number: 3 [etc.]	Phone number in E. 164 format	No

For the roles and team fields, you must include additional columns to assign the user to multiple roles or teams. Each role or team needs to be entered as a separate column in the CSV file with the format shown in the previous table (for example, Role: role name A, Role: role name B). These values must also correspond to roles and teams that already exist in the CCAI Platform portal.

Bulk user management roles and permissions

On the roles & permissions display, administrators can grant edit permissions to a role for each field in the user record. There is a specific permission available for each field in the user record and only fields to which the assigned role has access will be included in the CSV file.

A role must be assigned: Either create users or edit user permissions before the individual field permissions can be set. If the create users permission is set, then the assigned role can add new users but not edit existing users. If the edit user permission is granted, the assigned role can edit existing user records, but cannot create new users. If both permissions are assigned, the role can create new users and edit existing ones.

Note: For both the create users and edit user permissions, only the individual fields to which the role has access can be used.

Based on these permissions, the assigned role will only be able to make changes to the columns in the CSV file if they have edit user permissions and are assigned edit permissions for the corresponding field in the record. If the assigned role does not have the edit permissions for a field, the column won't be included when downloading the CSV file or template.

Each of the following columns has individual permissions that can be set to allow edit access:

• Email

• Agent ID

• First name and last name

• Status

• Location

• Chat concurrency and chat concurrency status

• Roles

• Teams

If the user's assigned role does not include edit permissions, then the user cannot make changes to that field. If the user tries to make changes to a field to which they don't have edit permissions, an error will occur during validation and that record won't be uploaded.

Bulk user management: Upload new or updated users

To upload multiple new users simultaneously, you can either download the sample template provided in the Import Bulk Users section or upload your own CSV file using the columns outlined.

If you want to edit existing users, download the Complete List of Users CSV file, make any necessary changes, and then upload the CSV file again.

Note: There is no limit on the number of users you can include in the CSV file.

1. From the CCAI Platform portal, go to Settings > Users & Teams.

2. On the Users & teams settings display, click the Bulk User Management tab.

   

3. Click Upload users.

   

4. On the import users display, use the buttons in the Step 1: Download Template section to download a file to use for adding or modifying users.

   

5. To add new users, click Template to download a sample CSV file that you can populate with the information for the users being added.

6. To modify existing users, click Complete list of users to download the information for all current users as a CSV file. You can then make any necessary changes to modify existing users in this file.

   Note: When modifying an existing user, if the first name, last name, or email values are unchanged, leave the current entry in the field. These fields are required and leaving these fields blank will result in an error during the validation stage.

7. Once the CSV file has been updated, proceed to the Step 3: Upload CSV section and either drag-and-drop the updated CSV file into the space provided or click Browse your files to manually select the file to upload.

   

8. Click Process in Step 4. The CCAI Platform portal will validate the CSV file and return to the bulk user management display.

9. If the file is successfully validated, the users will be added or modified as requested and email notifications will be sent to any users with the manage user lists permissions indicating the changes that were made.

10. If any fields in the file fail validation, an error message is displayed indicating the number of errors and how many records were updated successfully. Click Download error log to view a list of errors, or click Retry to attempt to validate the file again.

    Note: Even if your file contains errors, any records that pass validation will be uploaded.

See Resolve errors for more information on potential sources of errors and how to resubmit your updated CSV file.

Resolve errors

If your file upload contains errors, a message is displayed indicating how many records contained errors and how many records were uploaded successfully. Click Download error log to download a file showing which records contained errors and the specific fields in which the errors are located.

The error log will list the reason for the error and indicate which row and column in which the error occurred. The Error Log will also contain any warnings, such as your assigned role not having the necessary permissions to edit a specific column.

Table 2. Sample error log results

Error	Column	Row
Role name A must exist in the CCAI Platform Platform	9
Team name A must exist in the CCAI Platform Platform	19
The email must be unique	1	25
First name must not be empty	3	190
Last name must not be empty	4	195
Status must be Active, Inactive, or empty	5	89
Location must match the existing location in the CCAI Platform or be Null	6	20
Chat concurrency must be within 1 to X range	7	78
Role Name A must be 0, 1, or empty	9	22
Team name A must be 0, 1, or empty	19	165

Make any necessary changes to your CSV file to resolve the errors from the log. Once the errors have been resolved, upload the CSV file again for validation using the same method described in the previous section.

If there are no errors, the file will process successfully. If errors still remain in your file, download the new Error Log and repeat this process.