Inviting and Managing Users

✅ Inviting New Users

1. Go to Contact Center → Taalk Voice -> Users

2. Click the “Invite” button to open the invite modal.

3. Paste email addresses

   You can enter multiple email addresses separated by:

   • Commas

   • Spaces

   • Line breaks

4. Click Invite

5. The invited users will receive an email prompting them to complete their account setup.

📝 Tip: Ensure the email domain isn’t blocked by spam filters to guarantee delivery.

👤 User Profiles & Status

After invitation, users appear in the User Directory, where you can view their:

• Online/Offline status

• Assigned tags (e.g., closer: true)

• Assigned territories (e.g., states: ["CA", "WI"])

This view helps supervisors quickly assess user readiness and capacity.

⚙️ Managing User Properties (for Routing)

To enable call routing based on user specialization, you must define user properties:

How to Assign User Properties:

1. Click on the user card (e.g., “dev” ).

2. In the profile editor, add routing-relevant fields:

   • • Type: List

     • Value: e.g., CA, WI

     • Field Name: states

      

   • Field Name: closer

     • Type: Boolean

     • Value: true

      

   These tags are used to match Routing Rules — for example:

If agent.closer = true AND state = "CA" → assign call

📌 Users without matching tags will be excluded from specific call routes.

🔄 Suspend or Reactivate User

To temporarily disable an user:

1. Open the user's profile

2. Click the Suspend button at the bottom

Suspended users will no longer receive routed calls and won’t count toward online totals.

🧠 How Properties Power Routing Rules

Routing Rules in Taalk Voice can use any user-level field as a condition. Example rules might include:

This gives admins full control over which users handle which types of calls — all from within the Contact Center → Routing module.

Need Support?

Need help designing your routing structure or importing agents in bulk? Reach out to support@taalk.ai and our onboarding team will assist.