User Management

Control user access and permissions across your dealership.

Overview

User Management allows you to:

Add and remove users
Assign roles and permissions
Track user activity
Manage user profiles
Control feature access

User Roles

Pre-defined Roles

Admin: Full system access
Manager: Team and reporting access
Sales Rep: Sales tools access
Service Advisor: Service module access
BDC Agent: Communication tools

Custom Roles

Create custom roles
Define permissions
Assign to users
Role templates
Inheritance rules

Permissions

Module Access

Contacts
Conversations
Pipelines
Automations
Reports

Action Permissions

View
Create
Edit
Delete
Export

Adding New Users

Step 1: User Creation

Navigate to Admin → Users → Add User
Fill in user details:
- First Name and Last Name
- Email Address (must be unique)
- Phone Number (optional)
- Employee ID (optional)
Select Initial Role from dropdown
Set Start Date and End Date (if applicable)
Choose Notification Preferences
Click Create User

Step 2: Account Setup

// User creation payload example
{
  "user": {
    "first_name": "John",
    "last_name": "Doe",
    "email": "john.doe@dealership.com",
    "phone": "+1234567890",
    "employee_id": "EMP001",
    "role_id": "sales_rep",
    "team_id": "team_sales_primary",
    "start_date": "2024-01-15",
    "permissions": {
      "contacts": ["view", "create", "edit"],
      "conversations": ["view", "create"],
      "reports": ["view"]
    },
    "settings": {
      "timezone": "America/New_York",
      "language": "en",
      "notifications": {
        "email": true,
        "sms": false,
        "push": true
      }
    }
  }
}

Step 3: Welcome Process

System sends welcome email with:
- Temporary password
- Login instructions
- Getting started guide
User first login requires:
- Password change
- Profile completion
- Terms acceptance
Onboarding checklist includes:
- Platform tour
- Role-specific training
- Tool assignments

Detailed Role Definitions

Administrator Role

Full system access and management capabilities

{
  "role": "administrator",
  "permissions": {
    "users": ["create", "read", "update", "delete", "manage_permissions"],
    "teams": ["create", "read", "update", "delete"],
    "dealership": ["read", "update", "configure"],
    "billing": ["read", "update", "manage"],
    "integrations": ["create", "read", "update", "delete"],
    "reports": ["read", "create", "export", "schedule"],
    "system": ["backup", "restore", "audit", "configure"]
  },
  "restrictions": {
    "ip_whitelist": [],
    "time_restrictions": false,
    "mfa_required": true
  }
}

Key Capabilities:

Complete user and team management
System configuration and settings
Billing and subscription management
Integration setup and maintenance
Advanced reporting and analytics
Security and compliance oversight

Manager Role

Team leadership and oversight capabilities

{
  "role": "manager",
  "permissions": {
    "users": ["read", "update_team_members"],
    "teams": ["read", "update_own_team"],
    "contacts": ["create", "read", "update", "delete", "export"],
    "conversations": ["read", "assign", "monitor"],
    "pipelines": ["read", "update", "configure_team"],
    "reports": ["read", "create", "export"],
    "automations": ["read", "create", "update"]
  },
  "scope": {
    "team_based": true,
    "cross_team_view": false,
    "direct_reports_only": true
  }
}

Key Capabilities:

Manage direct reports and team members
Oversee team performance and activities
Configure team-specific workflows
Access comprehensive team reporting
Assign and reassign leads/contacts
Monitor conversation quality

Sales Representative

Core sales tools and customer interaction

{
  "role": "sales_representative",
  "permissions": {
    "contacts": ["create", "read", "update", "call", "message"],
    "conversations": ["create", "read", "update", "respond"],
    "pipelines": ["read", "update_own_contacts"],
    "tasks": ["create", "read", "update", "complete"],
    "documents": ["read", "create", "send"],
    "reports": ["read_own_activity"]
  },
  "limitations": {
    "contact_assignment": "own_and_assigned",
    "historical_data": "90_days",
    "export_limits": "100_records_per_day"
  }
}

Key Capabilities:

Manage assigned contacts and leads
Handle customer communications
Track sales pipeline progress
Complete sales-related tasks
Generate customer documents
View personal performance metrics

BDC Agent (Business Development Center)

Lead generation and initial customer contact

{
  "role": "bdc_agent",
  "permissions": {
    "contacts": ["create", "read", "update", "qualify"],
    "conversations": ["create", "read", "update", "respond"],
    "leads": ["read", "update", "assign", "qualify"],
    "scripts": ["read", "use"],
    "appointments": ["create", "read", "update"],
    "reports": ["read_lead_activity"]
  },
  "specializations": {
    "lead_qualification": true,
    "appointment_setting": true,
    "follow_up_campaigns": true,
    "script_based_interactions": true
  }
}

Key Capabilities:

Qualify incoming leads
Schedule appointments
Execute follow-up campaigns
Use scripted interactions
Convert leads to opportunities
Track lead-to-appointment metrics

Service Advisor

Service department operations and customer support

{
  "role": "service_advisor",
  "permissions": {
    "contacts": ["read", "update", "service_history"],
    "conversations": ["create", "read", "update", "respond"],
    "service_orders": ["create", "read", "update"],
    "appointments": ["create", "read", "update", "manage_calendar"],
    "estimates": ["create", "read", "update", "send"],
    "inventory": ["read", "reserve_parts"]
  },
  "module_access": {
    "service_module": true,
    "parts_inventory": true,
    "calendar_management": true,
    "customer_portal": true
  }
}

Key Capabilities:

Manage service appointments
Create and update service orders
Generate and send estimates
Track service history
Communicate with service customers
Coordinate with technicians

Custom Role Creation

Role Builder Interface

Basic Information:
- Role name and description
- Department assignment
- Role level (entry, mid, senior)

Permission Matrix:

Feature          | View | Create | Edit | Delete | Advanced
----------------|------|--------|------|--------|----------
Contacts        |  ✓   |   ✓    |  ✓   |   ✗    |    ✗
Conversations   |  ✓   |   ✓    |  ✓   |   ✗    |    ✗
Pipelines       |  ✓   |   ✗    |  ✓   |   ✗    |    ✗
Reports         |  ✓   |   ✗    |  ✗   |   ✗    |    ✗
Automations     |  ✗   |   ✗    |  ✗   |   ✗    |    ✗

Access Restrictions:
- Data Scope: Own data, team data, all data
- Time Restrictions: Business hours only, 24/7
- IP Restrictions: Specific IP addresses or ranges
- Device Restrictions: Mobile only, desktop only, any
Feature Limitations:
- Export Limits: Number of records per day/week
- Bulk Operations: Max contacts per bulk action
- API Access: Rate limits and endpoint restrictions

Role Templates

Sales Team Template

{
  "template_name": "Sales Team Standard",
  "description": "Standard permissions for sales team members",
  "permissions": {
    "contacts": ["create", "read", "update", "call", "text"],
    "conversations": ["create", "read", "respond"],
    "pipelines": ["read", "update_own"],
    "tasks": ["create", "read", "update"],
    "documents": ["read", "send"],
    "reports": ["read_own"]
  },
  "customizable_fields": [
    "export_limits",
    "data_retention",
    "mobile_access"
  ]
}

Management Template

{
  "template_name": "Team Management",
  "description": "Enhanced permissions for team leaders",
  "permissions": {
    "users": ["read", "update_team"],
    "contacts": ["create", "read", "update", "delete", "reassign"],
    "conversations": ["read", "assign", "monitor"],
    "reports": ["read", "create", "export"],
    "automations": ["read", "create", "update"]
  },
  "team_scope": true,
  "reporting_access": "enhanced"
}

User Lifecycle Management

User States

Active: Full system access
Inactive: No login access, data retained
Suspended: Temporary restriction
Deactivated: Permanent removal, data archived

Onboarding Process

// Onboarding workflow configuration
{
  "onboarding": {
    "welcome_email": {
      "enabled": true,
      "template": "new_user_welcome",
      "delay": 0
    },
    "required_steps": [
      {
        "step": "password_setup",
        "required": true,
        "deadline": "24_hours"
      },
      {
        "step": "profile_completion",
        "required": true,
        "deadline": "48_hours"
      },
      {
        "step": "training_completion",
        "required": false,
        "deadline": "1_week"
      }
    ],
    "guided_tour": {
      "enabled": true,
      "role_specific": true,
      "skippable": false
    }
  }
}

Offboarding Process

Pre-Offboarding:
- Backup user data
- Transfer active conversations
- Reassign contacts and tasks
- Document handover notes
Account Deactivation:
- Disable login access
- Revoke API keys
- Remove from team communications
- Archive user data
Data Retention:
- 90-day retention period
- Legal hold options
- Export capabilities
- Permanent deletion

Bulk User Operations

Bulk Import

first_name,last_name,email,role,team,start_date
John,Doe,john@dealership.com,sales_rep,sales_team_1,2024-01-15
Jane,Smith,jane@dealership.com,bdc_agent,bdc_team,2024-01-15
Mike,Johnson,mike@dealership.com,service_advisor,service_team,2024-01-15

Import Process:

Upload CSV file
Map columns to fields
Validate data integrity
Preview import results
Execute import with rollback option

Bulk Updates

// Bulk role assignment
{
  "bulk_operation": {
    "type": "role_assignment",
    "user_ids": ["user_1", "user_2", "user_3"],
    "changes": {
      "role_id": "sales_rep_senior",
      "effective_date": "2024-02-01"
    },
    "notification": {
      "notify_users": true,
      "notify_managers": true
    }
  }
}

Advanced User Management

Single Sign-On (SSO) Integration

SAML Configuration

<saml:EntityDescriptor
  xmlns:saml="urn:oasis:names:tc:SAML:2.0:metadata"
  entityID="https://automotiveai.com/saml/metadata">

  <saml:SPSSODescriptor
    protocolSupportEnumeration="urn:oasis:names:tc:SAML:2.0:protocol">

    <saml:AssertionConsumerService
      Binding="urn:oasis:names:tc:SAML:2.0:bindings:HTTP-POST"
      Location="https://automotiveai.com/saml/consume"
      index="1"/>

  </saml:SPSSODescriptor>
</saml:EntityDescriptor>

Active Directory Integration

{
  "ad_config": {
    "server": "ldap://your-domain-controller.com",
    "port": 389,
    "base_dn": "DC=yourdomain,DC=com",
    "user_search_base": "OU=Users,DC=yourdomain,DC=com",
    "group_search_base": "OU=Groups,DC=yourdomain,DC=com",
    "attribute_mapping": {
      "email": "mail",
      "first_name": "givenName",
      "last_name": "sn",
      "employee_id": "employeeID"
    },
    "role_mapping": {
      "CN=AAI_Admins,OU=Groups,DC=yourdomain,DC=com": "administrator",
      "CN=AAI_Sales,OU=Groups,DC=yourdomain,DC=com": "sales_rep",
      "CN=AAI_Managers,OU=Groups,DC=yourdomain,DC=com": "manager"
    }
  }
}

Multi-Factor Authentication (MFA)

MFA Configuration

{
  "mfa_settings": {
    "required_for_roles": ["administrator", "manager"],
    "methods": {
      "totp": {
        "enabled": true,
        "app_name": "Automotive AI",
        "issuer": "automotiveai.com"
      },
      "sms": {
        "enabled": true,
        "provider": "twilio"
      },
      "email": {
        "enabled": true,
        "code_expiry": 300
      }
    },
    "backup_codes": {
      "enabled": true,
      "count": 10,
      "single_use": true
    }
  }
}

Session Management

Session Configuration

{
  "session_config": {
    "timeout": {
      "idle_timeout": 3600,
      "absolute_timeout": 28800,
      "warning_threshold": 300
    },
    "concurrent_sessions": {
      "max_sessions_per_user": 3,
      "force_logout_oldest": true
    },
    "security": {
      "secure_cookies": true,
      "httponly_cookies": true,
      "same_site": "strict",
      "ip_validation": true
    }
  }
}

User Activity Monitoring

Activity Logging

{
  "user_activity": {
    "user_id": "user_123",
    "timestamp": "2024-01-16T10:30:00Z",
    "action": "contact_updated",
    "resource_id": "contact_456",
    "details": {
      "changes": {
        "phone": "+1234567890",
        "status": "qualified"
      },
      "ip_address": "192.168.1.100",
      "user_agent": "Mozilla/5.0...",
      "session_id": "session_789"
    }
  }
}

Performance Metrics

{
  "user_metrics": {
    "user_id": "user_123",
    "period": "2024-01",
    "stats": {
      "login_frequency": 22,
      "total_session_time": 176400,
      "contacts_created": 15,
      "conversations_handled": 87,
      "tasks_completed": 32,
      "pipeline_updates": 28
    },
    "efficiency_score": 85,
    "goals_met": {
      "contacts_goal": true,
      "response_time_goal": false,
      "conversion_goal": true
    }
  }
}

Audit Trail

{
  "audit_log": {
    "event_id": "audit_789",
    "timestamp": "2024-01-16T10:30:00Z",
    "user_id": "admin_001",
    "action": "user_role_changed",
    "target": {
      "type": "user",
      "id": "user_123",
      "previous_values": {
        "role": "sales_rep"
      },
      "new_values": {
        "role": "sales_manager"
      }
    },
    "metadata": {
      "reason": "Promotion",
      "approved_by": "manager_456",
      "effective_date": "2024-02-01"
    }
  }
}

Troubleshooting User Issues

Common Issues and Solutions

Issue	Symptoms	Solution
Login Failure	Cannot access system	Check account status, reset password, verify MFA
Permission Denied	Cannot access features	Review role permissions, check team assignments
Slow Performance	System responds slowly	Check user activity, clear cache, optimize workflows
Mobile Issues	App not working	Update app, check permissions, verify network
Missing Data	Cannot see contacts/conversations	Verify data scope, check team assignments

User Support Workflow

Issue Identification:
- User reports problem
- Admin reviews error logs
- Check system status
Troubleshooting Steps:
- Verify user permissions
- Check recent system changes
- Test with admin account
- Review audit logs
Resolution Actions:
- Apply permission fixes
- Reset user settings
- Clear cache/sessions
- Escalate to technical support

Best Practices

Follow least privilege principle
Regular access reviews
Document role definitions
Use role templates
Monitor user activity