Deactivating or Reactivating User Profiles

It's important to keep your team up-to-date in Agent Connect so we've made it simple to deactivate and reactivate profiles, when necessary, rather than requiring that profiles be deleted and recreated. There are a couple of methods for deactivating/reactivating user profiles, and a couple of considerations you'll want to keep in mind when deactivating users who act as Team Leaders with direct reports. Note that only users in roles who are granted the ability to ‘Manage Users’ will be able to manage, edit, and deactivate or reactivate users.
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If you'd like to deactivate a single user profile, you may choose to simply do so from the Manage Team page. Simply search for the Team Member and click on the row of the user profile or select the triple dot option in the Actions column to select the option to Deactivate User. Once selected the user’s profile status will update automatically to ‘Deactivated’.

There's also a second method for deactivating a profile --bulk update! Using the bulk update workflow, you can simply add a y in the Deactivated column on your bulk update spreadsheet for each user you need to deactivate. This method is particularly useful if you'd like to deactivate multiple user profiles at once.

Note: Users who have the ‘Can Manage Team’ setting marked as ‘Yes’, such Team Leaders and Admins, cannot be deactivated through the bulk process. You'll want to complete their deactivation profiles manually after all direct reports have been reassigned to a new Team Lead.

Profiles for users who act as Team Leaders can be deactivated from the Manage Team page by clicking the triple dot icon next to the user’s name and selecting ‘Deactivate User’. However, if that user has direct reports still reporting to them, you'll need to complete an additional step and will be brought to the Deactivate a Manager page.

Members of the user’s Team will need to be reassigned to a new Team Leader before their current Team Leader's profile is deactivated. Options are available to either reassign all team members to a single new Team Lead or can be reassigned individually if they will be dispersed across new Team Leads.

Note: If the user you're attempting to deactivate is your account's primary Company Admin / Account Owner you'll need to reach out to our Technical Support Team or your Professional Services team for help. Please let us know, when reaching out, which Admin we should make the new primary Company Admin for your account.

If you need to reactivate a profile, you can do so from the Manage Team page. Select the Status filter and select Deactivated to view all deactivated users. You can then search for the user profile once found, click on the row to open the user profile or click on the triple dot icon under the Actions column to choose ‘Edit User’. Within the user profile, deselect the Deactivated checkbox and Update to save changes. The profile will now be reactivated.

Important Note: If the profile you're attempting to Deactivate or Reactivate is incomplete, you'll need to fill in the required fields before the profile can be deactivated or reactivated. You can simply apply dummy information if you don't have the user's details on hand.

Profiles can also be deactivated or reactivated via our User Provisioning API. If your team is interested in implementing a user management process via API, you can access ourAPI docs here.