Manage Users with Shape Software - Shape Software - Automate your business!

Manage Users with Shape Software

Adding Users to Shape

If you've started using Shape and want to get your team involved, you may invite them to work in your Shape Software account by adding them as a user. You can add users by clicking on "Settings" in the gradient navigation bar – this defaults to the "Manage Users" settings page.

Note: Managing users is limited to upper role permissions. Regular users do not have access to manage users by default in Shape Software best practices settings.

How to invite new users:

From the “Manage Users” settings page, you can add other people to your account by clicking the “Add Users” button, found in the middle top section of the page. The Add users popup will then open.

Manage Users: https://secure.setshape.com/users

On the popup, fill in the user’s information, select the desired role and department, and choose the desired area code for the new user’s Shape phone number (if applicable). 

Call & Text Details

That new number will be the user’s caller ID number for both call and text, but inbound calls will forward to the user’s personal phone number entered into the “Phone” field.

Shape will send an invitation email to your invited users. They will be able to sign into the company Shape account that you have asked them to join using their email address and a temporary password.

Shape's User Roles

Shape has 4-5 user roles, depending on whether or not your system has the customer portal add-on. These roles are defined below, starting with the most restricted access and progressing to the most open access. The role permissions are designed based on best practices, but can be adjusted through settings to meet the needs of your specific organization.

Because portal users do not have the same capabilities as a typical user, manager, director, or admin in Shape, they are billed at a cheaper monthly licensing cost. Portal users are designed to process applications and customer documents through the customer portal and update assigned records.

Primary Portal User Capabilities

  • Contact management for assigned records
  • Send and review customer applications
  • Request needs list documents
  • Add, approve, and decline customer documents
  • Initiate automated communication through actions
  • Take notes, change status, update data that is available to the user role

Not Supported in Portal Role

  • Manual emailing, calling, and texting
  • Tasks & calendar events

*The portal user role is only available to systems that have Shape’s customer portal connected.

The “User” role has access to all functions needed to perform day-to-day tasks, and should make up the majority of your user base. By default, users can only view and edit their own assigned records and have very restricted access to the settings pages to stop employees from changing company-wide standards. 

Primary User Capabilities

  • Contact management for assigned records
  • Call, text, email, create tasks and calendar events, leave notes, and update assigned records.
  • View reporting for their own performance and assigned records
  • Initiate automated communication and triggers through actions
  • Change status and update data that is available to the user role
  • *If a user also has portal permissions, then the user will also include all portal user role capabilities 

Not Supported in User Role

  • Assigning and re-assigning records
  • Deleting records
  • Editing the “Source” of a record
  • Viewing records not assigned to them
  • Changing settings pages
  • Accessing high-level reporting

*These permissions can be adjusted via role permissions, record visibility by role, and record assignment permissions settings pages

The “Manager” role has access to all the same daily functions as users, but can also be assigned to a “Team” of users to oversee performance. Managers can view and edit their own assigned records plus the team members they supervise by default. Managers have some control over settings relevant to ensuring that users are performing well, but they do not have control over high level admin-specific pages.

Primary Manager Capabilities

  • Contact management for assigned + team records
  • Call, text, email, create tasks and calendar events, leave notes, and update assigned records + team records.
  • View reporting for their own + team performance and assigned records
  • Initiate automated communication and triggers through actions
  • Change status, delete, assign and re-assign, and update data that is available to the user role
  • *If a manager also has portal permissions, then the user will also include all portal user role capabilities 

Not Supported in Manager Role

  • Viewing records or performance not assigned to their team
  • Changing advanced settings pages

*These permissions can be adjusted via role permissions, record visibility by role, and record assignment permissions settings pages

A “Director,” like a “Manager,” has access to all of the same everyday operations as users, but can also be assigned to a “Team” of users to oversee performance. Directors usually have more control over a larger number of users than managers and have more access to settings. Directors can view and update their own assigned records as well as the team members they supervise by default. The only role with a higher authorization level is admin. 

Primary Manager Capabilities

  • Contact management for assigned + team records
  • Call, text, email, create tasks and calendar events, leave notes, and update assigned records + team records.
  • View reporting for their own + team performance and assigned records
  • Initiate automated communication and triggers through actions
  • Change status, delete, assign and re-assign, and update data that is available to the user role
  • *If a director also has portal permissions, then the user will also include all portal user role capabilities 

Not Supported in Manager Role

  • Viewing records or performance not assigned to their team
  • Changing advanced settings pages

*These permissions can be adjusted via role permissions, record visibility by role, and record assignment permissions settings pages

The admin role is the highest role permission available. This user authorization has no access restrictions and can view and edit all records, settings pages, and perform any task available on Shape Software. For security and consistency, it is suggested that the system have one system administrator. 

Managing User Settings & Profiles

Using the "User Settings" table on the "Manage Users" settings page, admins – or user roles with access to this settings page – can oversee and adjust the following user settings:

Admins can change users' passwords and profile settings using the "Open" option in the "Actions" column dropdown
Admins can review and adjust user settings via the "User Settings" tab on the "Manage Users" settings page

Customizing Role Permissions

You can open or restrict access to view records within the system via the “Record Visibility by Role” settings page.

https://secure.setshape.com/contact-visibility

You can open or restrict access to user roles to manage higher-level settings page within the system via the “Role Permissions” settings page. It is not recommended to open up permissions. to many users, as this can cause consistency and security issues.

https://secure.setshape.com/role-permissions

If you would like to have different user roles have the ability to assign, and re-assign records to other users, you can open up permissions via the “Record Assignment Permissions” settings page:

https://secure.setshape.com/lead-permissions

Frequently Asked Questions

Shape charges month-to-month license fees based on the number of users on your system. If you add a user mid-month, you will be charged the pro-rated amount for the user license fee based on your next billing date.

Yes, you can hide certain record types (contact organization in the gradient navigation bar) based on the department via the “Manage Departments” settings page

https://secure.setshape.com/departments

Once you delete or deactivate a user, you will no longer be billed on a move-forward basis. If you do see a user charge on your next bill, it is the prorated amount for cancelling the user mid-month.

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