User Management TeamBusinessEnterprise
Manage user access, roles, and permissions for your Chat Aid organization. Control who can access Chat Aid, what level of access they have, and how new users are onboarded.
On the Individual (Free) plan, all users are automatically admins and user roles cannot be customized. User Management features become available on Team plans and above.
Overview
User Management allows you to:
- View all users in your organization
- Assign and manage user roles
- Grant or revoke licenses
- Configure automatic user access
- Handle access requests
- Manage guest and external users
User Roles
Chat Aid user roles determine what a user can access and do. There are three primary roles:
Main Roles
| Role | Permissions & Description | Who Should Have This Role |
|---|---|---|
| Admin | Full access to all features and settings, including user management, billing, integrations, and data sources. | IT administrators, knowledge managers, or leaders who need full control |
| Member | Can ask questions, access assigned data sources, and use Chat Aid in Slack, Teams, widgets, or API. Cannot manage settings or other users. | Active team members who need regular access to Chat Aid |
| No Access | The user cannot use Chat Aid. May appear in the workspace but isn't able to interact with the bot, widgets, or API. | Inactive users, contractors with no current needs, or users denied access |
Additional User Properties
Some users may have special properties that do not change their main role, but affect how Chat Aid treats them or how they appear in the user list:
- Installer (Owner): The first user who set up Chat Aid for your organization; always an Admin and cannot be removed.
- Purchaser: The user responsible for subscription and billing; often the same as the Installer.
- Invited User: Has been sent an invitation but hasn’t joined yet.
- Requested User: Has requested access and is awaiting admin approval.
- Guest User: Identified as a guest by Slack or Teams; access is restricted based on workspace membership.
- External User: Slack multi-channel guests or external Teams users with limited access to channels or teams.
Assigning Roles
- Go to Settings → User Management.
- Find the user in the list.
- Toggle the Admin switch to grant or remove Admin access.
- Toggle user access ON/OFF to move between Member and No Access.
On the Individual (Free) plan, all users are automatically admins. Role management is only available on Team plans and above.
Admins have full control over your Chat Aid organization. Only grant admin access to trusted team members.
Auto User Access
Automatically assign roles to new users when they first interact with Chat Aid in Slack or Microsoft Teams.
How It Works
When a new user sends a message to Chat Aid:
- Chat Aid detects it's a new user
- Checks the user's type (Standard, Guest, or External)
- Applies your configured Auto User Access rules
- Assigns the appropriate role automatically
Configuration
Step 1: Enable Auto User Access
- Go to Settings → User Management → Auto User Access
- Toggle Enable Auto User Access to ON
Step 2: Select User Types
Choose which user types should receive automatic access:
- ☑ Standard Users: Regular workspace members
- ☐ Guest Users: Workspace guests
- ☐ External Users: Multi-channel guests
Start with Standard Users only, then expand to Guests/External as needed.
Step 3: Select Access Level
Choose what access level to grant automatically:
Admin
- New users become administrators immediately
- ⚠️ Not recommended for most organizations
- Use only for small, trusted teams
Member (Licensed)
- New users get full access to ask questions
- Recommended for most organizations
- Uses available licenses automatically
No Access
- Users are added but not licensed
- Requires manual approval
- Best for strict access control
If you choose "Member" access and run out of licenses, new users will not be able to use Chat Aid until licenses are available.
User Type Detection
Slack:
- Standard: Regular workspace members
- Guest: Single-channel or multi-channel guests (restricted)
- External: Multi-channel guests from Slack Connect
Microsoft Teams:
- Standard: Regular organization members
- Guest: Guest members (userType = "Guest")
- External: External users from other organizations
Channel Access by User Type:
| User Type | Public Channels | Private Channels | DMs | Notes |
|---|---|---|---|---|
| Standard | ✅ All | ✅ Member channels | ✅ Yes | Full access |
| Guest | ⚠️ Limited | ✅ Invited only | ✅ Yes | Restricted to specific channels |
| External | ⚠️ Specific | ⚠️ Specific | ✅ Yes | Very limited channel access |
Channel Response Settings can further restrict where Chat Aid responds. See Response Settings for details.
Examples
Example 1: Open Access for All
User Types: Standard, Guest, External
Access Level: Member (Licensed)
Result: Everyone who messages Chat Aid gets immediate access
Example 2: Team Members Only
User Types: Standard
Access Level: Member (Licensed)
Result: Only regular team members get access; guests must be manually approved
Example 3: Approval Required
User Types: Standard, Guest, External
Access Level: No Access
Result: All new users added but need manual license assignment
Best Practices
- Start Restrictive: Begin with Standard users only and Member access
- Monitor Usage: Watch license consumption in Billing settings
- Review Regularly: Audit auto-assigned users monthly
- Communicate Policy: Let your team know how access works
- Adjust as Needed: Expand or restrict based on actual usage patterns
Managing User Access
Inviting Users (Web Organizations)
For web-based organizations (not Slack/Teams):
- Go to Settings → User Management
- Click Invite User
- Enter email address
- Select role (Admin or Member)
- Click Send Invite
- User receives email with signup link
Removing Users
To Remove a User:
- Go to Settings → User Management
- Find the user in the list
- Click the ⋮ menu
- Select Remove User
- Confirm removal
Removing a user does not delete their historical interactions or questions. These remain for audit and compliance purposes.
Bulk Actions
Bulk License Assignment:
- Select multiple users using checkboxes
- Click Bulk Actions → Assign Licenses
- Confirm action
Bulk License Removal:
- Select multiple users
- Click Bulk Actions → Remove Licenses
- Confirm action
Access Requests
Handling Requests
When users without access try to use Chat Aid, they can request access:
Request Flow:
- User attempts to use Chat Aid
- Chat Aid prompts them to request access
- Request appears in User Management for admins
- Admin approves or denies
Approving Requests:
- Go to Settings → User Management
- Requested users appear at the top of the list
- Review user details
- Click Approve and select role
- User receives notification
Denying Requests:
- Find the requested user
- Click Deny
- Optionally provide a reason
- User receives notification
Notifications
Admins receive notifications for:
- New access requests
- License limit approaching
- License limit reached
Configure notification preferences in Settings → Notifications.
Troubleshooting
User Can't Access Chat Aid
Check:
- Is the user licensed?
- Is the user in your organization?
- Are channel response settings blocking them?
- Has it been 10+ minutes since license was assigned? (cache delay)
Solutions:
- Assign a license
- Add user to organization
- Adjust response settings
- Wait for cache refresh
Auto User Access Not Working
Check:
- Is Auto User Access enabled?
- Is the user type included in your configuration?
- Are licenses available?
- Is the user truly new (never interacted before)?
Solutions:
- Enable Auto User Access
- Add user type to configuration
- Free up or purchase licenses
- Manually assign access
User Shows as Invited But Joined
Cause: Cache delay or user hasn't completed onboarding
Solution:
- Refresh the page
- Wait a few minutes
- Have user interact with Chat Aid again
Related Settings
- Response Settings: Control where users can interact with Chat Aid
- Auto-Answer Settings: Configure proactive responses (Slack only)
- Billing: Manage licenses and subscription
- Teams: Organize users into teams for data access