Approve user access and manage high-level configuration using the Admin Panel.
⚠️ Important: Only admin users can access the Admin Panel and approve new users.
Access the Admin Panel
The Admin Panel is used for organisation-wide management.
Log in using an admin account.
Open the admin menu.
Select Admin Panel.
📌 Note: Standard users do not see admin-only options.
Approve New Users
Admins can activate and approve user access.
Open the Users section in the Admin Panel.
Review pending user requests.
Select the user you want to approve.
Activate the account.
📌 Note: Approval grants access to Elay based on the user’s assigned role.
Understand User Access Scope
User access determines what areas are visible.
Admin users can access automations, chatbots, integrations, and admin tools.
Standard users have limited access based on their role.
📌 Note: Access levels are defined at activation and cannot be exceeded without admin approval.
Manage Organisation Context
Admins may need to confirm they are working in the correct organisation.
Check the organisation name in the admin interface.
Confirm the organisation identifier code.
Use this identifier when reviewing or escalating issues.
📌 Note: The organisation code is the most accurate reference for internal troubleshooting.
Support User Activation Requests
Admins often assist account managers or support teams with activations.
Confirm the client’s subscription includes the requested feature.
Activate the user or feature in the Admin Panel.
Notify the account manager once completed.
📌 Note: Some clients receive chatbots as part of bundled or free packages.
What Admins Do Not Manage
The Admin Panel does not replace engineering workflows.
Admins cannot:
Modify backend system logic.
Fix sync failures directly.
Override CRM data issues.
⚠️ Important: These cases require escalation with the correct references.
Prepare Admin Information for Escalation
When escalation is required:
Copy the organisation name and identifier.
Copy the direct URL of the affected item.
Provide a short, clear issue summary.
📌 Note: This reduces back-and-forth with engineering.
💡 Best Practices
Approve users only after confirming subscription eligibility.
Verify organisation context before making changes.
Use organisation identifiers in all escalations.
Avoid making changes during live automation runs.
Coordinate approvals with account managers when needed.
🤔 FAQs
Q1: Who can approve new users?
Answer: Only admin users can approve or activate new accounts.
Q2: Can admins change user roles after approval?
Answer: Yes, admins can update access levels if permissions allow.
Q3: Why can’t a user see automations or chatbots?
Answer: Their role may not include access, or their account may not be approved yet.