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Account managers are users who can access chat history and dashboard analytics for the customers in the organizations they manage. This provides a middle tier between regular customers and staff administrators.

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What It Does

The account manager role enables scoped access to platform data. When a user is designated as an account manager and assigned one or more organizations, they can only view data associated with those organizations:
  • Chat History: Only threads from users in the managed organizations
  • Dashboard Analytics: Only metrics from managed customers
  • User Lists: Only users belonging to managed organizations
Staff administrators retain full access to all data regardless of organization assignments.

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How to Access

  1. Navigate to Administration > User Management in the admin panel
  2. Select the user you want to designate as an account manager
  3. In the user profile, assign one or more organizations under the Organizations Under Management field
  4. Save the changes
Once organizations are assigned, the user automatically becomes an account manager and can log in to view their scoped data.

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Available Options

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Organization Assignment

Assign one or more organizations to an account manager. The user will only see data from users whose email domain matches the assigned organizations.

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Data Scope

Account managers have read access to the following, filtered to their assigned organizations:

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Email Domain Linking

Users are automatically linked to organizations based on their email domain. When a user authenticates, their email domain is stored for efficient filtering. This means:
  • Users with an @acme.com email are linked to the “Acme” organization
  • Account managers assigned to “Acme” will see all @acme.com user data
  • Both direct organization assignments and email domain matching are supported

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Use Cases

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Regional Account Management

Assign geographic regions by organization. A regional manager can monitor chat performance, review conversations, and track analytics for only their assigned customer organizations.

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Customer Success Teams

Give customer success managers visibility into their portfolio. Each CSM sees only the conversations and metrics for the organizations they own, enabling focused support without access to unrelated data.

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Partner Management

External partners or resellers can be given account manager access to monitor their end customers without seeing data from other partners.

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Security

  • Account managers can only see data from their managed organizations
  • There is no way for account managers to bypass organization filters
  • Staff users retain full access to all data regardless of assignments
  • All filtering is enforced automatically on every request