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Importing, removing, and archiving users/agents

You can import your agents into Nicereply in 3 ways:

  1. From the integration:
    • Agents will be added automatically through integration.
    • Access permissions can be adjusted later in the process.
  2. CSV File import (custom integrations):
    • For custom integrations, you can import agents from your CSV file.
    • The CSV file must have three columns in this specific order: Full name, agent's email, and username.
    • Ensure that data in each column is separated by commas.
  3. Manual import:
    • Agents can be manually imported one by one.
    • Immediate access to your Nicereply account can be granted during this manual import process.

Admins have the ability to effortlessly revoke and grant access to their users. For a step-by-step guide on managing access permissions, check out this article.

First, navigate to your Nicereply account and access the Staff section. Once there, locate and click on the "IMPORT AGENTS" button situated in the top left corner. From the options presented, choose the integration from which you wish to import agents.

Nicereply will display a list of agents from the selected integration, each in one of two states:

  1. This agent is already supporting your customers.
  2. Ready to import.

You can include agents with the "ready to import" status. To selectively import agents, simply de-select those you prefer not to include. An imported agent will be marked with a blue indicator next to their name, while a de-selected agent will show an empty white box.


Selected

Deselected

Once your selections are finalized, click "continue" to initiate the agent import process.

Now, if you need to manage agents within Nicereply:

  • Removing an Agent:
    • Visit your Nicereply account and navigate to Staff > Agents.
    • Identify the agent you wish to remove and click on the "ACTIONS" button next to their profile.
    • Select "DELETE" to remove the agent along with all associated ratings.

  • Archiving an Agent:
    • To deactivate an agent while retaining their ratings, choose "ARCHIVE."
    • Archived agents will no longer collect new ratings. If a rating occurs, it will be attributed to an "unknown agent (archived)."

By following these steps, you can seamlessly integrate and manage agents within Nicereply according to your preferences.