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How can other departments at my organization use my subscription?

3737 views   |   Last updated on Mar 17, 2020    collaboration license


With your subscription, you get unlimited access to the chat, FAQ, and 3mail modules. Unlimited users and queues = unlimited departments!

Since your subscription allows you to create unlimited numbers of users and queues, you can include other departments easily using the regular tools within the admin dashboard. You can easily set up one or more new queues for the additional department, create user accounts, and assign the department's users to their queues.  So you can share your account, OR the other department can take out a separate account.

There are a couple of practical considerations for sharing an account:

  • Privacy: Any user account with full administrative privileges can see all users, queues, chat box skins, chat code snippets, and chat data, including transcripts (if enabled), within the entire subscription. Regular user accounts can only see transcripts on queues to which they are assigned, so staff with non-admin-level accounts won't be able to see data for the other departments. 
  • Operational: All users and queues within a subscription are visible to each other for transfers.
  • Increased account management complexity: If you add additional permissions levels to your account (see "mini-admins"), then there is a bit of additional administrative responsibility, especially if you decide to keep chat operator internal contacts separated by department.

The "mini-admin"

In order to provide some degree of isolation for a department operating within a subscription, you can designate one or more users as "mini-admins" for that department. The mini-admin can manage their own department's queues, users, widgets, transcripts, etc, and the mini-admin cannot see any data (including transcripts) for the rest of the subscription. However, any user with full administrative privileges will be able to see all of the data for the mini-admin's department.

For example, if a campus library controls the subscription, the admissions department can designate one or more mini-admin users that will only be able to manage the chat service for the admissions department. The admissions department's mini-admin will not be able to see any data from the library. But the library admin(s) will always be able to see the admissions department's data, since the library possesses the true top-level admin account.

Additionally, all users and queues for the library and the admissions department will appear for transfers. This is beneficial if the departments often refer users to each other. However, this can be a little confusing if the service grows large. The best way to keep it purely beneficial and avoid confusion is to work out a naming convention for users and queues. That way, the transfer lists will be easy to understand. Example: lib-pam, admissions-amy.

Setting up a mini-admin

  1. Visit the Users page of the admin dashboard and create a new folder.
  2. Add a new user within the folder. You can use drag and drop if needed to get the user situated.
  3. Visit the Groups page of the admin dashboard and create a new group.
  4. Add the new user as a member of the new group.
  5. Click the Permissions tab and select your newly created folder containing the mini-admin. Click Grant for read and write access.

Do you want to keep ALL contacts (operator chat buddies) separate by department?

If you want to keep your departmental contacts all separated from each other (users in the "main" part of the account should not be contacts with the departments manged by other mini-admins), then you need to be careful with the "Comprehensive" checkbox in the Manage Contacts tool when signed in as an admin for the entire account.  It is easy to mistakenly make all the users contacts with each other when using a full Administrator, since that user can see all the users within the entire account.

In order to keep contacts separated,

  1. Move your original, "main" set of users into a new sub-folder and create a mini-admin user that manages that folder, following the above instructions for "Setting up a mini-admin."
  2. Also move the main department's queues into this folder.
  3. Use your new "mini-admin" to manage contacts for this group of users, not any the full account admins.

Additional departments operating separately

If the other department needs to operate separately from your subscription, because of privacy or other concerns, that is no problem. Both departments (the "main" one and the new one) are eligible for a subscription at a reduced annual rate not less than our lowest subscription rate. The other department should register a trial and then contact us for pricing details.


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