When to Use
- You want to create access for a new team member in Cloud Chat
- Someone on the team cannot log in: the password is rejected, the reset code doesn't arrive, or an error message appears on the login screen
- The person logs in but cannot see conversations
- You want to know if creating a user incurs a cost
Prerequisites
- To create users and set passwords: be logged in to Cloud Chat with Admin profile
- Have the person's work email
Only users with Administrator profile can create users and set passwords for others. If no one on your team can log in as admin, contact support.
About this article
This guide covers everything about access to Cloud Chat: creating a user, first login, how to help those who can't log in, and what each login error message means.
Step-by-step: creating a user
Step 1 — Open the agents screen
- Click on Settings
- Click on Agents
- Click Add Agent
Step 2 — Fill in the details
- Agent Name: first and last name of the person
- User Type: access profile. Options are Administrator, CX Engineer, Supervisor, Agent, and Assistant. See what each can do in User permission types and profiles in Cloud Chat
- Email Address: the work email the person will use to log in
- Inboxes: inboxes they will handle. They only see conversations in the selected boxes here
- Teams: optional. The person will receive conversations assigned to these teams
- Advanced Settings → Automatic assignment limit: how many conversations can be assigned simultaneously
For Administrator and CX Engineer, Projects Claudia and Controlled Workspaces also appear. This is where you grant the person access to Claudia’s dashboard.
Step 3 — Choose how the person logs in
You have two options:
- By invitation (default): leave Set password manually unchecked. The person receives an email to set their own password.
- With a temporary password: check Set password manually, leave Set as permanent (auto-generated) off, and enter a password of at least 6 characters. Use this when the person needs to log in immediately or if the invitation email doesn't arrive.
Then, click Add Agent. If you've set a password, share it with the person via private message, never in a group or channel.
If the person already has access to Cloud Humans through another account, the password you set doesn't apply. A message will appear: "Password not applied: this email already has access to the Cloud Humans ecosystem and retains the current password." In this case, they log in with their existing password.
Step 4 — First login
- They go to https://cloudchat.cloudhumans.com/app/login and log in with their email and password
- If you set a temporary password, the login screen will ask for a New Password and confirmation. The new password must be 8 characters or more
- They click Change Password, see the message Password changed successfully. Log in with your new password. and log in again with the new password
- If two-factor authentication is required, a code will be requested at this point. See Two-factor authentication (2FA)
When a person cannot log in
If they've already tried Forgot your password? and can't log in (password still rejected, code not received, or they received an email "Password reset: talk to your account administrator"), the admin should set a temporary password:
- In Settings → Agents, click Change next to the person's row
- Enable Set password manually, select Temporary, enter a password with at least 6 characters, and click Edit agent
- Send the password to the person via private message
- They log in with the temporary password and create a permanent one, as in Step 4 — First login
Full guide at How to set a temporary password for a user in Cloud Chat.
What each message means
On the login screen
| Message | What to do |
|---|---|
| Invalid email or password. | Check the email and try Forgot your password?. If still fails, the admin will set a temporary password |
| Incorrect username or password. Please try again. | This message can appear in multiple situations, not just wrong password. Try Forgot your password?. If still fails, the admin will set a temporary password |
| No account found for this email address. | Verify the email is correct and matches the registration. If yes, the admin needs to create the user |
| You have exceeded the number of attempts. Please try again later. | Wait and try again later |
| Too many attempts in a short time. Please wait a moment and try again. | Wait and try again in a moment |
| Your temporary password has expired. Contact an admin to reset it. | Admin sets a new temporary password. Forgot your password? won't resolve this |
| Your company requires corporate login. | Use the corporate login button indicated on the screen |
| Your company has disabled password access. Use SSO or contact an admin. | Use the corporate login (SSO) |
| Unable to log in with this account. Contact your admin. | Contact your account administrator |
| Your session has expired. Reload the page and try again. | Refresh the page and log in again |
| Server error. Try again later. | Wait a few minutes. If continued, contact support |
When creating a new password
| Message | What to do |
|---|---|
| Passwords do not match. | Type the same password in both fields |
| Password must have at least 8 characters. | Use a password with 8 or more characters |
| Unable to reset your password. Try again. | Log in again with the temporary password and try again. If still fails, ask admin for a new temporary password |
When requesting the reset code
| Message | What to do |
|---|---|
| Didn’t receive the code? Accounts without verified phone number can only have the password reset by the account admin. | Look for the email "Reset your Cloud Humans password" in spam. If not there, admin will set a temporary password |
| The verification code is invalid. | Check the code and try again |
| The verification code expired. Request a new one. | Click Resend code |
| No user found with that email address. | Verify the email. If correct, admin needs to create the user |
On the agents screen (for admin)
| Message | What to do |
|---|---|
| Agent added successfully, but password was not applied | The person already has access through another account and logs in with their existing password |
| Password must be at least 6 characters | Temporary password needs to be 6 or more characters |
| Could not connect to the server, please try again later | Try saving again. If continued, contact support |
The person logs in but cannot see conversations
The person only sees conversations in the inboxes they are assigned to.
- In Settings → Agents, click Change in the person's row
- In Inboxes, add the boxes they should handle and click Edit agent
- Ask them to log out and back in
You can also adjust this in the inbox itself. See How to resolve inbox visibility issues for users.
Does creating a user have a cost?
Creating a user does not generate charges. Each user consumes a license in the account, but license is only billed in the month the user interacts with a ticket.
A month of interaction counts, and the license is charged that month:
- Responding to a customer in a ticket
- Adding an internal note in a ticket
Interaction does not count, and license is not billed:
- Being assigned to a ticket without responding
- Monitoring reports, dashboards, and analytics
- Verifying or creating automations
The count is per calendar month. If the user interacted in October and not in November, the license is charged only for October.
Remarks
- To change your own password while logged in, or use Forgot your password?: How to reset your password in Cloud Chat
- To understand the automatic assignment limit and round robin: How to set ticket limits per agent and automatic assignment via Round Robin
- The option to set password does not appear in your own agent list row. For your password, use Profile Settings