Admin Role for AI Chat Service

Chat Platform with AI Configuration and Setup as Admin

Overview

As a Chime V5 admin, your role is managing the admin settings and overseeing the initial configuration of the tenant - maybe as part of a proof of concept. You have the ability to manage users (add and remove), customize the web client, update the tenant logo with your company’s logo, and adjust the email settings. You can also help configure integration with the ticketing services, update the chat pipeline (chat workflow), and control other settings not available to managers and service desk agents. For addition info please go to our FAQ documentation ↗.

In addition to your responsibilities as an admin, it is essential to understand the roles of agents and managers within Chime V5.

  • Agents: Play a role in providing support and assistance to end users by accepting and responding to incoming chats.

  • Managers: Serve a role in overseeing the day-to-day operations and managing the agents.

In this article, our goal is to guide you as an admin on how to get started in Chime V5. The first step is to add or onboard managers into your tenant. During this onboarding process, each user added to your tenant will receive an email containing the tenant URL and the user's account username, allowing them to easily log in to the tenant and access Chime V5.

Onboarding managers

  1. From the admin dashboard, navigate to Chime User Management > Manage Users.

  2. Click Add User.

  3. Enter new user’s username, email and password.

  4. Select the Manager role.

  5. Click the Agent Profile tab at the top of the page.

  6. Enter First Name and Last Name.

  7. Click Save.

Each user added to the tenant will receive an email containing the tenant URL and the user’s username. As an admin you will need to share the password to the added user.

Customize branding (optional)

  1. From the admin dashboard, navigate to Content > Media Library > _branding.

  2. You will need to replace some files from the media library. And here replacing a file means you have to delete the existing file and then upload the new file. You are going to replace tenant-logo.png, favicon.ico, and card-logo.png.

  3. Delete tenant-logo.png, favicon.ico, and card-logo.png from the media library’s _branding folder. Please check the screenshot below to see where these images are located.

  4. Upload your own tenant-logo.png, favicon.ico, and card-logo.png to the media library’s _branding folder.

  5. Refresh your browser window/tab.

Please note that due to browser cache, images will look the same after you replace them. You will need to refresh your browser first in order to see updates from the Media Library.

Add your company logo to chat based service desk during onboarding and POC

What’s Next

Once the initial setup as an admin is complete, there are a few tasks you should focus on:

  1. Verify manager authentication: Ask your managers if they can authenticate. It is important to ensure that managers can authenticate successfully within the Chime V5 system.

  2. Confirm agents access: Make sure that agents are properly in place within the tenant (Admin > Security > Users). Verify that they have been added to the tenant by the managers.

  3. Test chat: Learn how to install Chime V5 on Microsoft Teams and start a chat.

  4. Explore the AI chat Agent and Manager dashboards to see features available to the agents and managers.

ai chat login as admin or png