Enable a User for Messaging
Enable a User for Messaging
To have full access to handle messaging conversations, and sign-up for messaging shifts, a user must:
- have permission to receive the appropriate messaging type in their Advanced Security Settings
- be assigned to the appropriate Portal Program
In order to ensure the criteria above has been met, a user with permission to edit vols-staff profiles can complete the series of steps below.
Steps to Adjust a Advanced Security Settings to Enable Messaging for a User
1. As an Admin or Supervisor level user, from the main Vols-Staff page, find the user from the list, or use the search bar and filters at the top of the page to locate their profile
2. Once you have located the user whose profile you wish to edit, click their first name to open their profile
3. Click the 'Admin' panel
4. In the Admin panel, click the 'Advanced Security Settings' link
5. Navigate to the bottom of the page. Depending on the messaging type this user should have access to, select the checkbox(es) to enable the setting 'Can receive Instant Messages in iCarol', 'Can receive Texting / SMS Messages in iCarol', or both
6. Click the 'Save Settings' button
7. Do this for every user who will need to access Chat and/or Text Messaging in iCarol.
These steps only need to be completed one time for the user; they don't need to be completed each time a new portal is added into your system.
Steps to Assign a User to Program
1. As an Admin or Supervisor level user, click 'Vols-Staff' in the left side menu
2. In the yellow box with 'Administrator's Tools', choose the link to 'Assign people to programs and roles
3. On this page you see the Programs that have been set up for you listed horizontally and your users listed vertically. Select a checkbox to define which Vols-Staff should become a member of what Program or Programs
o An unchecked box indicates a Vols-Staff member is not assigned to a Programo A checked box indicates a Vols-Staff member is assigned to a Programo Your Vols-Staff members are sorted on this page by the first letter of their first name. Click a letter of the alphabet at the top of the page to view the list of all Vols-Staff members whose first name begins with that letter.
4. Assign or remove Vols-Staff from a Program by selecting or deselecting the box
o You also have the option to assign every Vols-Staff in the list for the letter you have selected to a Program by clicking the "assign everyone" check box (and then you can still deselect any that should not be assigned)
5. Click the 'Save changes' button to apply your changes for that letter before proceeding to another letter along top.
6. Click another letter of the alphabet and repeat the steps above to continue assigning or removing Vols-Staff to Programs
These steps must be taken each time a new messaging portal is added to your system.
Important Notes
• Both of these steps must be completed for every vols-staff profile who should have access to a messaging portal
• If a user isn't receiving pop-up notifications for new conversations, or SMS Mobile alerts for new conversations, make sure they are assigned to the correct Portal Programs
• If your organization has multiple messaging portals, then users must be assigned to each Portal Program, depending on the portals they should have access to
Once a Vols-Staff user has been enabled for Messaging, you may want to Specify an Alias (if your agency allows aliases to be specified). The Alias is seen by Chat Visitors during the Live Chat conversation.
Steps to Use Aliases seen by Live Chat visitors (does not apply to Text message conversations)
To enable Aliases to be specified for Vols-Staff in your system:
1. Go to Admin Tools
2. Select the Vols and Staff tab along the top
3. Click to enable "Allow people to specify an alias for calls and chats"
4. Save changes
To specify an Alias in your Vols-Staff profile:
1. Go to Vols-Staff
2. Select the Vols-Staff user profile from the list
3. Click "edit" button
4. On the "Profile" section of the profile, enter an alias in the Alias text field
5. Save changes
Doing so will allow Chat Visitors to see the Alias specified, instead of the Vols-Staff's real first name.
Related Articles
Messaging Notifications
New Messaging Conversation Pop-Up Notifications (Audio) Users will receive new conversation pop-up notifications, as long as they have permission to access the related Messaging Portal. These pop-ups make users aware of when new Messaging ...Messaging Status and Shifts
Messaging status Offline/Online The messaging shift readiness status will indicate that your service is available by displaying “Currently within a staffed Messaging shift time”. If your service is not available, “Currently not within a staffed ...Training Plan: SMS/Text Messaging
Training Plan: SMS/Text Messaging The information in this training plan is meant to be reviewed by your organization, and used as guidance on what should be included in your individualized training materials created by you for your users when ...Messaging Pre-Chat Survey
What is the Pre-Chat Survey (Registration)? Every Live Chat Portal must have a registration page (pre-chat survey) with at least the following visible: a link to your Terms and Conditions, and a captcha for the help seeker to complete to prevent bots ...Contact Record & Messaging Shredding and Legal Hold
Data Retention (Shredding) Settings In Admin Tools there's a setting to configure data retention rules for the data in your iCarol contact records (call reports). This means identifiable information from contact records can be shredded after a ...