Operator accounts

This feature uses

• Admin settings and feature switches · managed by PowerfrontConfigured by

  Website limits and automatic inactivity policies affect accounts.

• Roles and permissionsConfigured by

  Role and delegated permissions control operator administration.

• Website, channel and subsite accessConfigured by

  Website and scoped grants determine where the operator works.

• Operator settingsConfigured by

  Capacity and working preferences are part of the operator profile.

• Operator templatesConfigured by

  Operator templates supply initial roles, settings and assignments for new accounts.

• Importing and exporting operatorsConfigured by

  CSV import can create operator accounts and change their settings or status in bulk.

• TeamsEnhances

  Team memberships add assignments that are removed in the selected website when an operator is disabled.

• Business hours and schedulingEnhances

  Scheduling adds appointment availability that is switched off when an operator is disabled.

• Autopilot for live chatEnhances

  Using an operator as an Autopilot identity prevents deletion while the AI feature still references that account.

• Email ticket handling and statusesEnhances

  With email ticketing in use, disabling an operator unpins and requeues their unresolved assigned tickets.

• Login and email verificationRelated

  Review sign-in and email verification when preparing a new operator account for use.

• Password changes and recoveryConfigured by

  Password policies govern password setup, expiry and recovery for operator accounts.

• Two-factor authentication for operator sign-inEnhances

  Two-factor authentication adds an account sign-in requirement.

• Single sign-on with SAML 2.0Enhances

  Single sign-on can replace password-based access.

• Operator access tokensEnhances

  Operator access tokens provide an additional access method and are revoked when the account is disabled.

• Operator sign-in network and email restrictionsConfigured by

  Email-domain admission rules can block account creation.

Used by

• Teams Overview and Manager ModeEnhances

  Permitted operator editing can be opened from team member rows.

• DraftsRequires

  The draft list belongs to the signed-in operator on the selected website.

• Team chatRequires

  Private messaging uses operator accounts on the same website.

• Custom bots and FAQ botsConfigured by

  A custom bot can use a configured operator identity to represent its participation.

• Autopilot for live chatRequires

  Autopilot needs an operator selected for its identity.

• WhatsApp Business App connectionRequires

  Business App mode requires an operator account selected as Owner.

• Email ticket handling and statusesConfigured by

  Operator availability and enabled status affect assignment eligibility.

• Operator telephone audio setupConfigured by

  Voice Settings is part of the operator account editor.

• Operator session recording for support · managed by PowerfrontConfigured by

  The recording option is set on the operator account.

• PCI Payment Form in web chatConfigured by

  Payment-form access is assigned on operator accounts.

• Email recipient suggestionsEnhances

  Non-suspended operator accounts contribute colleague addresses.

• Salesforce connection and operator setupConfigured by

  Operator records hold the website-specific Salesforce user association.

• Dynamics 365 connection and customer recordsConfigured by

  Operator accounts hold the website-specific Dynamics 365 identity.

• Dynamics 365 conversation activitiesConfigured by

  The operator account holds the Dynamics user mapping used for conversation activity ownership.

• Zendesk connection and operator setupConfigured by

  Operator account details hold the Zendesk email and resolved agent identity.

• Report downloads and email sharingConfigured by

  The operator account email address receives report emails and export verification codes.

• Switching between websitesConfigured by

  The operator account holds the default website.

• Roles and permissionsRequires

  Roles are assigned to an operator account; protected operator API actions need an authenticated operator identity.

• Website, channel and subsite accessRequires

  Grants belong to an operator account.

• Operator settingsRequires

  Settings belong to an operator account.

• Operator templatesRelated

  Use templates when creating operator accounts, then review each new account's identity and access.

• Importing and exporting operatorsRequires

  Import and export use operator account creation, update and directory functions.

• TeamsRequires

  Team memberships refer to operator accounts.

• Business hours and schedulingConfigured by

  Operator accounts hold individual scheduling access and appointment availability.

• Login and email verificationRequires

  You need an enabled operator account to sign in.

• Password changes and recoveryRequires

  Password changes and recovery need an existing operator account.

• Two-factor authentication for operator sign-inConfigured by

  Account management includes the operator-level authentication switch.

• Logout and remembered computersRelated

  Authorised account managers can use Force Logout for eligible online operators.

• Single sign-on with SAML 2.0Configured by

  Each operator has a Single Sign-On selection and account activation state.

• Single sign-on with OAuth 2.0Configured by

  Local operator activation and Single Sign-On selections still apply.

• SSO operator creation and activationConfigured by

  Newly created SSO accounts must be activated through operator administration before sign-in.

• INSIDE region switching through Powerfront Hub · managed by PowerfrontConfigured by

  Local operator identity and account state determine admission in the destination region.

• Email verification for protected exportsConfigured by

  Verification uses the requesting operator's registered email address.

• Customer identity and conversation visibility permissionsConfigured by

  The permission is held on the individual operator account.

• Sign-in and chat request limitsConfigured by

  Authorised account managers can unlock locked operator accounts.