Update User Access in GoSquared | OpsBlu Docs

Update User Access in GoSquared

Update user roles and permissions in Gosquared — modify access levels, change assignments, and audit changes.

Updating Permissions Overview

As your team evolves, you may need to update user roles and permissions in GoSquared. Whether promoting a team member, adjusting access levels, or responding to organizational changes, modifying user access ensures appropriate permissions for each team member.

Prerequisites

Before updating user access:

  • Admin Rights: You must be Owner or Admin
  • Active User: User must have accepted invitation
  • Valid Reason: Understand why role change is needed
  • Communication: Inform user of permission changes

Step-by-Step Guide

Step 1: Navigate to Team Settings

  1. Log in to your GoSquared account
  2. Select the appropriate project
  3. Click Settings in the navigation
  4. Select Team from settings menu
  5. View the list of current team members

Step 2: Locate the User

  1. Find the user in the team members list
  2. Users are typically listed alphabetically
  3. Note their current role
  4. Verify you're modifying the correct user

Step 3: Edit User Permissions

  1. Click Edit or the pencil icon next to the user
  2. Or click on the user's name to open their profile
  3. The user permission dialog appears

Step 4: Change Role

  1. Select the new role from the dropdown:

    • Owner: Transfer complete account ownership
    • Admin: Project management capabilities
    • Agent: Analytics and chat access
    • Viewer: Read-only access

  2. Review the permissions associated with the new role

  3. Ensure the new role matches intended access level

Step 5: Save Changes

  1. Click Save or Update
  2. Confirmation message appears
  3. Changes take effect immediately
  4. User's access updates in real-time

Common Role Updates

Promoting Users

Agent to Admin

When to promote:

  • Team member demonstrates responsibility
  • Need help managing projects
  • Handling integrations and configuration
  • Managing other team members

Process:

1. Verify user is ready for admin responsibilities
2. Update role from Agent to Admin
3. Notify user of new permissions
4. Provide admin training if needed
5. Document role change

Viewer to Agent

When to promote:

  • User needs to access live chat
  • Expanded analytics responsibilities
  • Joining customer support team
  • Creating reports and analyses

Process:

1. Confirm need for agent-level access
2. Change role from Viewer to Agent
3. Train on live chat features
4. Share agent best practices
5. Monitor usage initially

Demoting Users

Admin to Agent

When to demote:

  • Changing responsibilities
  • Reducing access for security
  • Team member moving to different role
  • No longer managing team

Process:

1. Communicate reason for change
2. Update role from Admin to Agent
3. Confirm user understands new limitations
4. Remove from admin communication channels
5. Document change

Agent to Viewer

When to demote:

  • Moving to different department
  • No longer needs chat access
  • Temporary access reduction
  • Compliance requirements

Process:

1. Discuss change with user
2. Update role from Agent to Viewer
3. Notify user of access limitations
4. Remove chat responsibilities
5. Update documentation

Transferring Ownership

Special Considerations

Transferring Owner role requires specific process:

  1. Only current Owner can transfer ownership
  2. New owner must accept ownership transfer
  3. Previous owner becomes Admin automatically
  4. Billing responsibility transfers to new owner

Transfer Process

  1. Go to Settings → Team
  2. Click Transfer Ownership
  3. Select new owner from team list
  4. Confirm transfer
  5. New owner receives email notification
  6. New owner must accept transfer
  7. Transfer completes after acceptance

Before Transferring Ownership

Verify:

  • New owner understands responsibilities
  • Billing arrangements are clear
  • New owner has accepted project invitation
  • Backup communication method established
  • Documentation updated
  • Team notified of change

Role Change Scenarios

Organizational Changes

Employee Promotion:

Before: Agent
After: Admin
Reason: Promoted to team lead
Action: Update role, provide admin training

Department Transfer:

Before: Admin
After: Viewer
Reason: Moved to different department
Action: Reduce access, remove from workflows

Expanded Responsibilities:

Before: Viewer
After: Agent
Reason: Now handling customer support
Action: Promote role, train on live chat

Security Adjustments

Access Audit:

Review all users quarterly
Reduce unnecessary admin access
Promote deserving agents
Remove inactive users

Incident Response:

Immediately demote compromised accounts
Change to Viewer until resolved
Investigate access logs
Restore appropriate access after resolution

Communication Best Practices

Notifying Users of Changes

For Promotions:

Subject: Your GoSquared Access Has Been Upgraded

Hi [Name],

Your GoSquared role has been updated from [Old Role] to [New Role].

You now have access to:
- [List new permissions]

If you have questions about your new permissions, please reach out.

Best regards,
[Your Name]

For Demotions:

Subject: Update to Your GoSquared Access

Hi [Name],

As discussed, your GoSquared role has been updated from [Old Role] to [New Role] effective today.

This change is due to [reason].

Your current access includes:
- [List remaining permissions]

Please contact me with any questions.

Best regards,
[Your Name]

Troubleshooting

Issue Cause Solution
Cannot edit user Insufficient permissions Must be Owner or Admin to edit users
Cannot demote owner Only one owner allowed Transfer ownership first
Changes not taking effect Browser cache Refresh page, clear cache
User still has old permissions Delayed update Wait a few minutes, contact support if persists
Cannot find user Invitation pending User must accept invitation first
Role dropdown disabled Editing own role Cannot modify your own role

Best Practices

  1. Document Changes: Keep log of all role updates
  2. Communicate First: Inform users before changing roles
  3. Verify Need: Ensure role change is necessary
  4. Minimum Access: Grant only required permissions
  5. Regular Review: Audit roles quarterly
  6. Train Users: Provide training for role upgrades
  7. Monitor Activity: Watch for unusual activity after changes
  8. Backup Admin: Maintain multiple admins
  9. Clear Reasons: Document why role was changed
  10. Follow Process: Use consistent role change procedures

After Updating Access

Follow-Up Actions

For Promoted Users:

  1. Send congratulations and confirmation
  2. Provide documentation for new features
  3. Schedule training session
  4. Add to relevant communication channels
  5. Update internal documentation

For Demoted Users:

  1. Confirm change with user
  2. Remove from admin channels if applicable
  3. Verify user understands new limitations
  4. Update team documentation
  5. Monitor initial usage

Verification Checklist

  • User role updated in GoSquared
  • User notified of change
  • Documentation updated
  • Team informed if necessary
  • Change logged in records
  • Training scheduled if needed
  • Access verified working correctly
Back to top