Manage users and sessions
About this guide
Last reviewed October 7, 2026 by AgencyMesh Product Support · Checked against release 2026.10
Open Administration > Users. Operations and Administrator can make changes; Accounting can review records.
Choose an account type
Section titled “Choose an account type”| Item | Guidance |
|---|---|
| Office — shared sign-in | Multiple sessions and the full eligible office follow-up queue. Users choose a phone under an office. No individual AMS, phone, or goal assignments. |
| Agent — individual sign-in | Only the newest valid session. Dashboard splits eligible follow-up among active Agents and uses the phone assigned for that office. Set AMS agent name, phones, and goal offices. |
New User defaults to Office. Account type adds no roles or office access. Changing Office to Agent ends older tracked sessions on their next request.
Directory > Team lists Agent accounts, including those signed out, inactive, or never used. An Office account’s Agent name for scripts changes script wording, not its account type or Team listing.
Add or edit a coworker
Section titled “Add or edit a coworker”- Click New User. Enter Username and Password. Set Display name, Email address, Account type, Timezone, and Status. For Agent accounts, enter AMS agent name.
- Use Restrict sign-in by IP address if the account must use permitted networks.
- Click Next: offices & roles. Select Offices and Roles, then Create user.
- To edit, enter a name in Search users, click Manage, edit Details, then Save changes. Leave New password blank to keep it; Username cannot change.
Email must be unique. If some assignments fail, fix the created account instead of creating it again. Add coworkers here: Sign up creates a separate company with an Agent administrator.
Directory > Team shows Display name (or username if blank), username, and Email address. Update Display name or Email address here to correct those directory fields.
Set offices, roles, phones, and goals
Section titled “Set offices, roles, phones, and goals”- In Manage > Offices or Roles, select entries from the available or current list. Click Add selected or Remove selected; each saves immediately.
- For an Agent, save Account type first and add office membership. Open Phones & goals.
- Under Phone Assignments, choose one phone per office, then Save Phone Assignments. No assigned phone clears it.
- Under Goal Office Assignments, tick contributing offices, then Save Goal Offices.
Office membership permits access. Phone assignment chooses the calling device. Goal offices add a share of each office’s monthly target, divided among its assigned goal agents. Save changes also saves details, phones, and goals; office and role selections need their own buttons.
Disable or restore an account
Section titled “Disable or restore an account”- On the user’s row, click Disable, then confirm Disable this user account? Use Sessions > Log Out to end an existing session too.
- To restore access, turn on Show Disabled, click Enable, then confirm Enable this user account?
Disabling keeps assignments. An Agent account remains in Team with Not active status. You cannot disable your own account with the row button.
End a session
Section titled “End a session”- Open Sessions. Use Search sessions and Refresh. Match User, Active Office, Active Phone, Active Page, Login At, and Last Seen.
- Click Log Out, then confirm Log this user out? The session ends on its next request. Your own row signs you out.
The list shows tracked activity from the last 12 hours, not a 12-hour session limit. Agent accounts show their newest valid session; Office accounts can show several. Account edits do not replace Log Out.