# Managing Organization ## Basic Settings Getting the Basic Settings Configured By default when you create a new project Teambox will have some basic settings pre-loaded however you can change this anytime as per your requirements, before creating users please complete the following steps 1. Create a department if you wish to segment the users into different departments, it's possible to allocate chat based on departments 2. Create Roles that help you to give different access privileges to different users you have, by default system will have a "Default Role" so make changes as per your business requirements 3. Create users, while creating new users you can assign departments and roles as per your requirements. ## **Department** To create a department got **Settings -> Departments (**Tab) and click on the **+Department** button on the right-hand side as shown below;
**You can give a name to the department and if you have existing users then can map them as well into it, you can add or remove users from a department anytime you want.**
### Editing or Adding Users to Departments At any point of time, you can edit the name of the departments, add or remove users into a department by clicking the **“Edit”** icon under Manage
**A new popup will come as shown below where you can change the department name or add/remove users**
**You can see the number of users in a specified department in the Column name “Count” as shown below;** ## **User** An administrator can create Users/Agents to allocate the incoming chats coming to different channels. ### **Creating New User** To create a user click on Organisation-> Users (Tab) then click on **+Add User** (Button)
A Popup will open where you need to fill in the details as shown below;
**Enable 2FA:** This option is to enable the Two Factor Authentication against the agent.[click here to read more about it](https://help.pickyassist.com/setting-up-guide/managing-profile/two-factor-aunthentication) After filling in all the details click on the **“Create New User”** button and you will able to see a popup as shown below which contains the Login information, we automatically send an email to the user.
You can also copy the details and send them through WhatsApp or any other medium. {% hint style="danger" %} **Please note your users must log in into your workspace URL and login through Picky Assist normal login will not work for them, so always make sure that you login through the login URL provided by you for your organisation as mentioned above** {% endhint %} ## **Roles** Roles help each organisation to create a different privilege that each user should have like you can give a user access to all chats or limit access to the chats which are assigned only to them, or can mask the sensitive data from a user, etc ### **Creating Roles** To create a Role click on Organisation -> Roles (Tab) then click the **“+Add Roles”** button on the right-hand side
A popup will open where you can give a Role name and Description as shown below;
You can enable the privileges which needs to be assigned to the "Role" and click on "Create Role" button {% hint style="danger" %} **Once the role is updated the User needs to be logout and login to see the changes, so if you are adding new roles then please tell your users to logout from the Picky Assist platform and log in again.** {% endhint %} ### **Cloning Roles** For easy adding new rules you can quickly clone an existing role by clicking the Clone icon as shown below;
## Hierarchy ### Introduction The Organization Hierarchy is a new feature in our product designed to rank individuals or groups within an organization based on their privileges and Organization Hierarchy structure. This feature enables clear visualization of the organizational structure, facilitating improved communication, streamlined decision-making, and enhanced understanding of roles and responsibilities. Hierarchy within an organization assists agents by providing a clear structure based on their roles and permissions. This helps the agents to easily understand the organizational management, their reporting structure, and who has access to their information. The primary purpose of the hierarchy is organization management, encompassing task allocation, team member management, reporting relationships assignment, work access, and employee task tracking. With the Hierarchy filter in Teambox and CRM, we can easily filter conversations attended by agents and track CRM leads handled by agents. ### Features * **Visual Structure:** Easily view and understand the organizational structure * **Role Definition:** Clearly define roles and responsibilities * **Access Control:** Manage permissions based on hierarchy levels. For example, consider a software product development company with a hierarchical structure: the CEO at the top, followed by project managers, different teams with team leads and members. Each team member reports to their respective team lead, each team lead reports to their manager, and managers report to the CEO. In this structure, individuals have specific access privileges: * Team leads have access to their team members' work. * Managers have access to their team leads and the entire team's work, enabling them to track progress. * However, a team lead from one team does not have access to other team members' work unless access is granted. This hierarchical access ensures controlled visibility and management of tasks and projects within the organization. Understanding and managing connections within the team hierarchy becomes essential. The hierarchy provides a graphical representation of individuals at various roles within an organization. It clearly depicts reporting relationships within teams and facilitates easy comprehension of access permissions over other team members through the hierarchy diagram. ### Getting Started To view Hierarchy click on Organization then select the tab Hierarchy. This picture shows a sample view of Hierarchy.
Each user’s name is displayed with their role (see the picture below), represented as a block connected by branches. These branches indicate the relationships between users. The person at the top is the Admin, who has access to everyone in the organization. Similarly, each user has access to those in the branches under them. Access flows from top to bottom, meaning a user at the top can access users below them in the same branch, but not the other way around. The hierarchy is arranged by selecting the reporting person for each user. Suppose If User 1 is selected as the reporting person for User 2 in the organization settings, then User 1 will appear above User 2 in the hierarchy. User 1 will have access to User 2, but not the other way around. Here, you can navigate the hierarchy by zooming in and out using the mouse scroll and moving the hierarchy in all directions by clicking and dragging anywhere on the layout. Clicking the '**Reset Zoom**' (see the above picture) button will return the view to its default position. You can also view each user's details by clicking on the Info icon over each agent block in the hierarchy as shown in the image below.
### How to create a Hierarchy Hierarchy can be built by choosing the reporting persons from the user settings. It can be selected while creating a user or while editing the user details as shown in the image below.
#### **Reporting Person** While creating a user we can allocate him to a Reporting person. In hierarchy this reporting person will come above this created user and whoever the user has the same reporting person all that user will come under him. Reporting person can be changed at any time by editing the user details. The reporting person has access over the data of the user. Here as shown in the above image suppose we give Ancy as the reporting person for john and also John as the reporting person for Katy and Jerry. In hierarchy it will look like in the below image.
Here Katy and Jerry come under John and John come under Ancy. Now Ancy has access to John, Katy and Jerry, and John has access to Katy and Jerry only. But Katy and Jerry have no access over each other or to John. This is how we can construct a hierarchy, by viewing this agents can easily understand their roles and permissions and whoever has the access over them. ### Organization Permissions
In role permissions their is newly added update for organization permission that are **View and Manage User** and **Create New User** #### 1. View and Manage User The agent with this role can view the organization module and hierarchy and he can mage the users comes under his Heirarchy. #### 2. Create New User On enabling this field agent gets the access to create new users in the organization. While enabling this option a popup field Select Creatable Roles will popup. In this field we have to add those roles of the users which this agent under this role can create. ### CRM Hierarchy Permission Along with the existing CRM permissions two new permission options based on Hierarchy are added #### Hierarchy Read By giving this permission the agent can view the records of the sub users who are under him in the hierarchy in that module, but unable to edit or update. #### Hierarchy Write By enabling this permission the agent under this role can edit the records owned by the sub users who are under him in the hierarchy.
Note that when you enable the hierarchy permissions from the CRM, then the Public Read/Right permissions will get removed. At a time only one of the permissions will work that is either Public read/write or Hierarchy read/write. ### Hierarchy Filters Hierarchy filters are the filters which can be applied based on the Organization Hierarchy. Here filters are applied based on the record owners. Also it allows to filter out the contacts or records which are owned by the users on the basis of their hierarchy. Hierarchy filters are available in bot CRM, Teambox and Broadcaster. #### CRM Hierarchy Filter By using this filter option we can easily filter out the records in a CRM module based on the users in hierarchy who are the owner of the records. In CRM modules the hierarchy filters are shown in the top of the CRM records as shown in the image below.
Clicking in it open a popup window with hierarchy view as shown in the image below
Here we can apply the filter by selecting the user and clicking on the Apply Filter button. On applying the filter the records with the owner as the selected users from the hierarchy will shown. At a time we can select multiple users from the hierarchy. Clicking on the **Clear Selection** button clears all filters. Also there is another option in the Hierarchy Filter that we can choose the User and all his Sub user on one clicking **Select all Hierarchy** user Icon as shown in the image below.
By clicking on this all the sub users under that users will get selected at one click. On applying the filter we can see the records with the owner as the selected users as shown in the above image For example if want to filter out all contacts owned by Tom and his sub users we can click the 'select all Hierarchy users' option on the Tom in the Hierarchy block, here all the sub users come under the tom will get selected and on applying filter all the records owned by Tom and his sub users can be filtered. #### Teambox Hierarchy Filter In Teambox, Hierarchy filters work based on users participating in the conversation. When you apply a filter by selecting one or more users in the hierarchy, the chats involving those users will be displayed as the filter result in the Teambox. The filter UI in Teambox is same as the one in CRM Hierarchy filter.
Here for example the filter is applied with the user as Ancy. Then all the chats which Ancy joined in the conversation will list on the Teambox. So with the Hierarchy filter in Teambox we can easily filter out the chats with which the selected user is assigned. #### Hierarchy filter in broadcaster In Broadcaster, when segmenting contacts based on their owner, there's an option to 'Get records from Hierarchy users.' By selecting this, you can filter out all contact records owned by the chosen user and the sub-users under their Hierarchy. For example if we want to create a campaign for sending a message to the contacts owned by Ancy and to the contacts of all the sub users who come under her in the Hierarchy. Manually it is difficult to segment the contact owners individually. Here we can use the ‘Get Records From Hierarchy’ checkbox. On enabling this checkbox, all the contact numbers owned by Ancy and her sub users in the Hierarchy will get filtered out easily.
### Hierarchy In Agent Login In the agent login, the Hierarchy appears differently from the admin view. It only shows the Hierarchy section for that agent and the users under them. But in the agent Hierarchy view One to One access branch can be seen. A sample view of agent hierarchy view is shown in the image below
The Hierarchy in agent login can be only viewed if we enable the Organization permissions in the role permissions. From agent login we can create one to one access and can create users with the roles added in the Organization permission. ## One to One Access This is a hierarchy customization option in the organization. Normally an user has permission to view the agents who come under him in the Hierarchy branch. One to one access is used for giving additional access to view the details of an users who is under another branch or to access the user who is in the same level in the same branch in the hierarchy. It can be added from the One to One Access tab in the Organization page or by adding along with creating or updating a User.
To add one to one access click on the Add One to One Access button as shown in the image above. Clicking it will popups a field to select the users to whom the one to one access should give as shown in the image below
Here in the user field you have to select the User who need the access and in One to One field you have to select the person whose access you want to give to the one in the User field. Enabling the checkbox Access to sub users of selected user allows the user to access not only the other user but also all the other users under him. **Note that the CRM records and contacts can be accessed through One to one access only if the CRM Hierarchy permissions for the Roles are enabled**. For example, the Service Manager Tom wants to access John who is the Team lead of the product development team as represented in the image below.
For this while creating one to one access Tom’s Name should be selected in the User field and John’s name should be selected in the One to One field and click on Add button. Now Tom can access the data of John like his CRM record, contacts etc. That is Tom can view Jon's records in his login platform and if you are checking the Access to sub user field, it will allow Tom also to access both Katy and Jerry who come under John. This is how the One to One access works. Like this we can Give access to the users even if they are not connected or neither are the sub users. ## User Deletion The User Deletion feature allows you to remove an existing user from your Organization module while ensuring that all their associated data and configurations are securely transferred to another user. This helps maintain continuity in operations and prevents any loss of important data or ownership. Only admins have access to perform this action. Using this feature, you can delete a user from your Picky Assist Organization and reassign all their data related to CRM records, chats, automations, and other configurations to a preferred user within the same role or to an Admin. This ensures that the role based access permissions remain consistent and that all responsibilities are properly handed over without disruption. To make the reassignment process structured and flexible, the user’s data and responsibilities are grouped into three categories. For each category, you can choose the same user or assign different users based on your requirements. This allows you to distribute ownership efficiently across your team while maintaining control over specific data and functionalities. Refer to the image below to view the User Deletion menu.
The three categories are; #### 1. Contacts and Conversations This includes; * All open chats handled by the deleted user will be transferred to the selected user’s Teambox. * Ownership of all contact records in the Contacts module will be reassigned to the selected user. * Ownership of all notes and tasks associated with each contact will also be transferred to the selected user. #### 2. CRM Records This includes; * The selected agent will replace the owner of all CRM records associated with the deleted user. * Ownership of all notes and tasks linked to each CRM record will be reassigned to the selected agent * All reports and dashboards owned by the deleted user will be transferred to the selected agent. * Filter views and Kanban views created by the deleted user will be reassigned to the selected agent. * Any specific permissions granted to the deleted user for reports and dashboards will be transferred to the selected agent. #### 3. Automations * Users who were reporting to the deleted user will be reassigned to the selected user, and the hierarchy diagram will be updated accordingly. * Any routing rules configured with the deleted user will be updated to replace them with the selected user. * In **Smart Replies** (Teambox actions), the user reference will be updated * Wherever the deleted user is configured in Connectors & Flows, they will be automatically replaced with the selected user. Those steps includes - Assign Chat, CRM Owner field updates, Send Instant Notifications, Trigger Macro Buttons, Kick Out User, Change Owner, Map Contact, Get Users ### Deleting a User To delete a user, navigate to the **Organization** module and open the **Users** tab. Locate the user you want to remove and click on the delete icon next to the edit icon.
Once you click the delete icon, a **Delete User** titled modal window along with name of deleting user will appear, as shown in the image below.
In this modal, you will see three sections, each with a description and a dropdown labeled “**Select Agent.**” When you click on the dropdown, it displays a list of users who belong to the same role as the user being deleted, along with the admin.
You can choose the same agent for all sections, different agents for each section, or assign all data to an admin based on your preference. The data and configurations in each category will be transferred to the respective selected user. Please note that all three dropdowns are mandatory, and you must select an agent in each section to proceed. You will also find a checkbox option under **“Contacts & Conversations”** and **“CRM Records.”** Enabling this option will create activity logs for the reassigned CRM records and Teambox conversations under the newly assigned user. After completing all selections, you must enable the mandatory confirmation checkbox **“I understand this cannot be undone and confirm user deletion”** at the bottom of the modal. The **“Delete User”** button will only be enabled after selecting this checkbox. Once the user is deleted, they will be removed from the Organization Users list, agent lists, hierarchy, and all areas across the platform. Any further login attempts using the deleted user’s credentials will be prevented.. {% hint style="info" %} *User deletion and data reassignment may take some time to complete. Please wait for a few moments while the process finishes.* {% endhint %} After some time, when you log in as the selected user, you will see that all records, chats, configurations, and other data previously owned by the deleted user have been successfully reassigned #### Billing In Billing you can see the number of agents in the usage stats will decrease while deleting the Users. So while downgrading plans you need to delete extra agents to proceed the downgrades. If you have purchased additional agent bundles, deleting users will not automatically reduce or cancel those bundles. Agent bundles are part of your subscription and will continue to renew along with your plan. Even if the number of active users becomes lower than the purchased bundle count, the bundles will remain active and billed accordingly. To stop billing for unused bundles, you must manually cancel the bundle subscription. [Go to Billing](https://help.pickyassist.com/general-guidelines/billing) {% hint style="info" %} ***If you have purchased additional agents through a bundled package, they will not be removed when users are deleted. You must cancel the bundle subscription manually.*** {% endhint %} --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://help.pickyassist.com/setting-up-guide/managing-organization.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.