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Manage Representatives

Representatives are the individuals who are assigned to receive, respond to and support customers and can be added and managed by account- and team-level managers (if enabled by account-level manager). They are assigned a HelpAlert login that allows them to receive queries from and support customers using those portals/subportals to which they have been granted access by a manager.

In addition, managers can grant representatives limited access to the Management Center. Representatives may be assigned to only 1 team but may be assigned to multiple portals/subportals. Representatives are assigned function settings either on an individual (i.e., per-representative) or per-team basis (i.e., if an individual representative’s setting are adjusted, the team settings will not be affected).

The Manage Representatives pages allows account- and team-level managers to control HelpAlert representatives and their logins. As an organization's members change, managers can quickly and seamlessly add, edit or remove HelpAlert logins.

Topics in this article:

Add a representative manually

Add multiple representatives via batch entry

Move a representative between teams

Edit a representative

Delete a representative

Add a representative manually

Note: The number of concurrent representatives using HelpAlert is restricted by the number of seats purchased. You can also add representatives in a batch format. See Batch Entry for more information.

  1. Click Representatives > Add Reps in the left-navigation.

  2. Enter the required information for the new representative, as follows: 
    • Team – Select the team to which the representative should belong.

    • Login – Create a login (i.e., username) for the representative.

    • Name – Enter the first and last name of the representative.

    • Password – Create a password for the representative.

    • Screen Name – Create a screen name for the representative; this name will appear to customers when chatting with representatives.

    • Custom – Add any notes or tags for the representative for additional group management.

  3. Click Add to List to add the new representative to the Pending List. If desired, complete Step #2 again to add additional representatives. To remove a representative from the pending list, select it and click Remove from List.

  4. Click Add Representatives.

  5. Confirm and click Continue. See Change Representative Settings for next steps.

Add multiple representatives via batch entry

Managers can add multiple representatives by entering a .csv formatted list.

  1. Click Representatives > Add Reps in the left-navigation.

  2. Click the click here for batch entry link at the top of the page.

  3. In the Batch Entry field, enter the list of representatives in the following format: parent team name, team name, login, first name, last name, password, screen name, custom.

  4. Click Add Representatives. See Change Representative Settings for next steps.

Move a representative between teams

  1. Click Representatives in the left-navigation.

  2. Select the check box(es) of the desired representative(s).

  3. In the Move Selected Representatives to drop-down menu, select the representative's new team.

  4. Click Move Representatives > OK.

    Note: Team-level managers can only move representatives from one team to another if they are a manager on both teams.

Edit a representative

  1. Click Representatives in the left-navigation.

  2. Click the name of the representative.

  3. Make desired changes, then click Save Settings.

Delete a representative

  1. Click Representatives in the left-navigation.

  2. Select the check box(es) of the desired representative(s).

  3. Click Delete Selected Representatives > OK.

    Note: Once a representative login is deleted, you will be unable to run reports on that representative. However, portal reports will still reflect that representative’s sessions and data.

Related articles

Change Representative Settings

Change Representative Settings for a Team