Users: invite, validate, disable, impersonate, and churn prediction
Add or invite new users, validate or disable existing users, generate an impersonation URL, and review churn prediction from the Users list.
How do I add users?
Go to Community Management > Users and select Add User to open the New User Wizard, where you add a batch of users, choose their groups, team and backoffice roles, and switch the welcome email on or off.
For the full wizard, see New User Wizard: batch creation, segmentation, backoffice roles, and welcome email.
How do I invite users?
On self-service accounts the Users list shows Invite User instead of Add User.
Select Invite User.
Enter the Email and, optionally, the Team of the person. Use Add Another Invite for more people.
Select Send Invite (or Send Invites when there are several).
The invited person is added to the whitelist, but the account is only created when they follow the steps in the email. The Users list header shows how many invites are still pending.
How do I validate a user?
Go to Community Management > Users.
Find the user. Accounts waiting for validation show the Not Validated label.
Open the row actions and choose Validate user. The change is saved immediately and the list shows User updated.
Validate user only appears on enabled accounts that are not validated. There is no action to remove validation from an account.
How do I disable or enable a user?
Go to Community Management > Users, or open the person's profile.
Find the user. To see accounts that are already disabled, turn on the Include disabled users filter.
Open the row actions (or use the profile header) and choose Disable user or Enable user.
If you disable the account, choose a reason in Please provide a reason: Resigned, Dismissed, Retired or Other.
Select Disable Account to confirm. Enabling an account needs no confirmation.
You cannot disable your own account, and accounts that are not validated do not offer these actions.
How do I impersonate a user?
Impersonate user is only available to administrators. It is not offered for your own account, a disabled account or an account that is not validated, and accounts with the Admin role cannot be impersonated by other administrators.
Go to Community Management > Users, or open the person's profile.
Find the user and choose Impersonate user in the row actions or in the profile header.
Enter a reason in Reason. It is required and must have at least 2 characters.
Select Generate URL.
Select Copy to clipboard and open the Impersonate URL in a different web browser or in incognito mode.
Every impersonation is recorded in the Impersonation Log card on the person's profile.
How do I check churn prediction for a user?
Churn prediction is only shown when it is active for your organisation.
Go to Community Management > Users.
Optionally turn on the Only users with churn prediction filter.
Look for the coloured dot in the column after Groups. Hover it to read the level.
Select the dot to open the details, with the level and suggested retention actions.
If you see Community Management > Churn Prediction in the menu, it lists everyone with a churn prediction in one place.