# Operator accounts

Create, update, disable and re-enable the operator accounts that work in INSIDE.

*Release 3.3 · admin, operator, supervisor*

**Settings › Account › Operators** · **Settings › Account › My Account**

## What it is

**Operators** is the account directory for the people working in INSIDE. You can create accounts, change their identity and access, and disable or re-enable them. Bot and AI operator identities can also appear in the account directory.

## Who uses it and why

Users with the **Settings** or **Manager** role and the required operator permissions create and maintain the accounts they are allowed to edit. Operators maintain their permitted personal details in **My Account**.

## Where to find it

With the **Settings** or **Manager** role and the required operator permissions, open **Settings › Account › Operators**. Use **New** to add an account or open an existing operator to edit it. **Settings › Account › My Account** contains personal settings.

## How it works

1. Choose **New**, or select a template if your account offers that workflow.
2. Enter **Screen Name**, **First Name**, **Last Name** and **Email**.
3. Set the default website, website access and at least one role.
4. Complete password setup, or enable **Single Sign-On** where it is available, then save.

The directory supports search and filters, including **Active**, **Disabled** and **Locked**. You can inspect roles, online state, last login and verification state.

Deleting an operator disables the account rather than erasing its history. It also disables scheduling, revokes access tokens and removes team memberships in the selected website. Unresolved assigned email tickets are unpinned and returned to the queue. To restore access, edit the disabled account and turn on **Enable Operator**.

## Configure it

Use the operator editor to set identity and account status. Configure **Roles**, website access, operational limits and team assignments in their corresponding tabs.

A new password is required for password-based creation. **Single Sign-On** depends on the selected website's sign-on configuration. Use the invitation or password-reset controls available in your workflow, then verify the account in the list.

### Settings

| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Enable Operator | Settings › Account › Operators | operator | On for a new operator | Settings role, Manager role | Enables or disables the operator account. |
| Single Sign-On | Settings › Account › Operators | operator | Off | Settings role, Manager role | Enables single sign-on for this operator where configured. |
| 2-Factor Authentication | Settings › Account › Operators | operator | Off | Settings role, Manager role | Controls the operator's two-factor authentication setting. |
| Set Default Website | Settings › Account › Operators | operator | Not set | Settings role, Manager role | Selects the operator's default website. |
| Record Operator Session | Settings › Account › Operators | operator | Off | Settings role, Manager role | Enables recording of the operator's console session where supported. |

### Fields

| Field | Where | Required | What it is for |
|---|---|---|---|
| Screen Name | Settings › Account › Operators | Yes | Sets the name shown for the operator. |
| First Name | Settings › Account › Operators | Yes | Records the operator's first name. |
| Last Name | Settings › Account › Operators | Yes | Records the operator's surname. |
| Email | Settings › Account › Operators | Yes | Sets the operator email used for account access and messages. |
| Password | Settings › Account › Operators | Unknown | Sets an initial or replacement password when password sign-in is used. |
| Confirm Password | Settings › Account › Operators | Unknown | Confirms the password entered in the editor. |
| Send Password Reset Email to Operator | Settings › Account › Operators | No | Sends the operator a password reset email through the account setup workflow. |
| Send Invitation to Join | Settings › Account › Operators | No | Sends an invitation through the available account setup workflow. |

### Permissions

| Permission | Lets you |
|---|---|
| Manager | Manage operators within the websites and delegated actions allowed to your account. |
| Settings | Access operator administration when Operators access is allowed. |
| Operators | Allow the Operators settings screen. |
| Edit Operator Name | Allows a delegated manager to change operator names. |
| Allow Reset Password | Allows a delegated manager to reset an operator's password. |
| Allow Unlock Account | Allows a delegated manager to unlock accounts. |
| Store App Login Only | Restricts the operator to Store App login. |

## Limits and good to know

Creation requires names, a valid email and at least one role. Ordinary accounts also require website access. Website operator limits and allowed email-domain rules can prevent creation.

Your own permissions limit which accounts, roles and websites you can change. Access to **My Account** does not grant access to every administrator field.

An operator used as an Autopilot identity cannot be deleted while that AI feature references it. Re-enabling does not establish that previous team memberships or scheduling availability have been restored; review them.

## Depends on and works with

### This feature uses

- **Configured in** Admin settings and feature switches (managed by Powerfront): Website limits and automatic inactivity policies affect accounts.
- **Configured in** [Roles and permissions](ADM-008.md): Role and delegated permissions control operator administration.
- **Configured in** [Website, channel and subsite access](ADM-009.md): Website and scoped grants determine where the operator works.
- **Configured in** [Operator settings](ADM-010.md): Capacity and working preferences are part of the operator profile.
- **Configured in** [Operator templates](ADM-011.md): Operator templates supply initial roles, settings and assignments for new accounts.
- **Configured in** [Importing and exporting operators](ADM-012.md): CSV import can create operator accounts and change their settings or status in bulk.
- **Configured in** [Password changes and recovery](SEC-002.md): Password policies govern password setup, expiry and recovery for operator accounts.
- **Configured in** [Operator sign-in network and email restrictions](SEC-028.md): Email-domain admission rules can block account creation.
- **Works better with** [Teams](ADM-013.md): Team memberships add assignments that are removed in the selected website when an operator is disabled.
- **Works better with** [Business hours and scheduling](ADM-016.md): Scheduling adds appointment availability that is switched off when an operator is disabled.
- **Works better with** [Autopilot for live chat](AI-003.md): Using an operator as an Autopilot identity prevents deletion while the AI feature still references that account.
- **Works better with** [Email ticket handling and statuses](CHN-026.md): With email ticketing in use, disabling an operator unpins and requeues their unresolved assigned tickets.
- **Works better with** [Two-factor authentication for operator sign-in](SEC-003.md): Two-factor authentication adds an account sign-in requirement.
- **Works better with** [Single sign-on with SAML 2.0](SEC-005.md): Single sign-on can replace password-based access.
- **Works better with** [Operator access tokens](SEC-011.md): Operator access tokens provide an additional access method and are revoked when the account is disabled.
- **Related** [Login and email verification](SEC-001.md): Review sign-in and email verification when preparing a new operator account for use.

### Used by

- **Required by** [Drafts](CHAT-017.md): The draft list belongs to the signed-in operator on the selected website.
- **Required by** [Team chat](CHAT-027.md): Private messaging uses operator accounts on the same website.
- **Required by** [Autopilot for live chat](AI-003.md): Autopilot needs an operator selected for its identity.
- **Required by** [WhatsApp Business App connection](CHN-009.md): Business App mode requires an operator account selected as Owner.
- **Required by** [Roles and permissions](ADM-008.md): Roles are assigned to an operator account; protected operator API actions need an authenticated operator identity.
- **Required by** [Website, channel and subsite access](ADM-009.md): Grants belong to an operator account.
- **Required by** [Operator settings](ADM-010.md): Settings belong to an operator account.
- **Required by** [Importing and exporting operators](ADM-012.md): Import and export use operator account creation, update and directory functions.
- **Required by** [Teams](ADM-013.md): Team memberships refer to operator accounts.
- **Required by** [Login and email verification](SEC-001.md): You need an enabled operator account to sign in.
- **Required by** [Password changes and recovery](SEC-002.md): Password changes and recovery need an existing operator account.
- **Configures** [Custom bots and FAQ bots](ENG-020.md): A custom bot can use a configured operator identity to represent its participation.
- **Configures** [Email ticket handling and statuses](CHN-026.md): Operator availability and enabled status affect assignment eligibility.
- **Configures** [Operator telephone audio setup](RTC-004.md): Voice Settings is part of the operator account editor.
- **Configures** [PCI Payment Form in web chat](COM-024.md): Payment-form access is assigned on operator accounts.
- **Configures** [Salesforce connection and operator setup](CRM-010.md): Operator records hold the website-specific Salesforce user association.
- **Configures** [Dynamics 365 connection and customer records](CRM-015.md): Operator accounts hold the website-specific Dynamics 365 identity.
- **Configures** [Dynamics 365 conversation activities](CRM-017.md): The operator account holds the Dynamics user mapping used for conversation activity ownership.
- **Configures** [Zendesk connection and operator setup](CRM-018.md): Operator account details hold the Zendesk email and resolved agent identity.
- **Configures** [Report downloads and email sharing](REP-019.md): The operator account email address receives report emails and export verification codes.
- **Configures** [Switching between websites](ADM-002.md): The operator account holds the default website.
- **Configures** [Business hours and scheduling](ADM-016.md): Operator accounts hold individual scheduling access and appointment availability.
- **Configures** [Two-factor authentication for operator sign-in](SEC-003.md): Account management includes the operator-level authentication switch.
- **Configures** [Single sign-on with SAML 2.0](SEC-005.md): Each operator has a Single Sign-On selection and account activation state.
- **Configures** [Single sign-on with OAuth 2.0](SEC-006.md): Local operator activation and Single Sign-On selections still apply.
- **Configures** [SSO operator creation and activation](SEC-007.md): Newly created SSO accounts must be activated through operator administration before sign-in.
- **Configures** [Email verification for protected exports](SEC-013.md): Verification uses the requesting operator's registered email address.
- **Configures** [Customer identity and conversation visibility permissions](SEC-016.md): The permission is held on the individual operator account.
- **Configures** [Sign-in and chat request limits](SEC-025.md): Authorised account managers can unlock locked operator accounts.
- **Enhances** [Teams Overview and Manager Mode](CON-022.md): Permitted operator editing can be opened from team member rows.
- **Enhances** [Email recipient suggestions](CRM-009.md): Non-suspended operator accounts contribute colleague addresses.
- **Related** [Operator templates](ADM-011.md): Use templates when creating operator accounts, then review each new account's identity and access.
- **Related** [Logout and remembered computers](SEC-004.md): Authorised account managers can use Force Logout for eligible online operators.

## FAQ and troubleshooting

### Why can I not create another operator?

Check required fields, roles, website access, the operator limit and the allowed email-domain policy.

### Why can I not delete an operator?

You may lack permission, or an Autopilot feature may still use that operator's identity. Review the displayed reason.

### Does Delete remove past conversations?

No. It disables the operator account and preserves its identity and history.

### What happens to their email tickets?

Unresolved assigned tickets are unpinned and returned to the queue when the deletion succeeds.

### I re-enabled an operator, but they still cannot work. What should I check?

Refresh the directory and confirm **Active** status, website grants, roles, team assignments and scheduling settings.