User provisioning and licensing

To add or invite a teammate to Athean, start by provisioning the account they need to sign in. Chat with us with their work email, organization, and the team or role they are joining. We will help get the account ready.

Have the teammate use that exact work email at Athean login, following your organization's sign-in method. Signing in requires an existing active account. If your organization requires single sign-on, they must use that route.

Batch Update manages existing users. Uploading a CSV there does not create accounts or send invitations. If an email is missing from the user roster, check the address and provisioning status before proceeding.

Several parts of the setup work together:

• Active account: the person exists in your organization and is active.
• License: the user is enabled for Athean. An enabled license is required to sign in when your organization enforces licensing.
• Permissions and roles: these determine which actions the user can take.
• Groups: these determine the teams or audiences the user belongs to. Groups can supply roles, library content, agent participation, and layouts through the assignments you configure.
• Personal connections: email, LinkedIn, and calling setup let the user carry out the work available to them.

For example, a new sales rep can have an enabled license and membership in the SDR group, receive that group's assigned role and sequences, then connect their work email before starting outreach.

Organization administrators manage licenses in Org settings → User licensing.

1. Search by the person's email or name. Use License Status, Roles, Email Sync, Calendar Sync, or the available team and reporting filters to narrow the roster.
2. Check the name and email, then select Enable in that user's row.
3. Wait for the success message and confirm that Status shows Enabled.
4. Review the Roles and Permissions columns, then prepare the user's group membership and personal connections.

The Enabled and Disabled labels describe licensing. They are separate from active or deactivated status. Ask the Admin assistant to check both when investigating access.

1. Start with Groups so a teammate receives the setup intended for their team. Review the group's active rule and confirm that the person appears in Members. If a team or region value is wrong, follow Maintain the information behind membership.
2. Use Permissions and roles to review what the user can do. Their row's Manage roles action opens their role settings. For shared team access, assign roles through groups so membership changes can carry the corresponding role assignment.
3. If your organization assigns shared layouts or field sets, open Layout configuration and use See what one person gets to check this teammate's assignment and the rule that selected it.
4. Send the teammate to Connect your tools to prepare the channels their work uses. Check their calling setup and Task flow preferences when relevant.

Make admin grants organization administration access, including user and organization settings. Use it for people responsible for administering the workspace. A role or group membership can support the more specific access other teammates need.

Confirm readiness with the teammate: have them sign in, open an expected shared sequence or library item, and check their Home and account tabs. Ask them to confirm the required personal connections in Settings → Integrations. Licensing and role assignment do not connect their email or LinkedIn accounts. If any check fails, use Check onboarding and access issues below.

For a selection already visible in User licensing, select the rows and use the bulk License, Admin, or Set roles controls. Review the eligible-user counts and the outcome of the operation.

To work from a CSV:

1. Select Batch Update, then Upload CSV.
2. Map the column containing work email addresses to Email.
3. In Review & select action, inspect the matched users and the not found addresses. Resolve unexpected matches or missing accounts before applying the update.
4. Select the action, such as Enable License, then choose Apply to N users.
5. Review the per-user results. Some updates may succeed while others fail, so follow up on the reported failures.

Batch actions also include disabling licenses, granting or revoking admin access, and clearing connections. Role assignment uses the separate Set roles workflow described in Permissions and roles. Use Export CSV when you need a roster for review.

For Google-connected users, review Email Sync and Calendar Sync in the user roster. Those columns report Google sync status. Review LinkedIn and Last Active as well. For Microsoft connection readiness, check the user's provider in Settings → Integrations.

These checks help you distinguish account access from connection readiness. A missing or failed connection needs its own follow-up.

• No account found: check the work email, organization, and provisioning status. A deactivated account can also be absent from the normal roster; ask the Admin assistant to include deactivated users.
• Cannot sign in: check active status, the organization's licensing requirement, and its single sign-on requirement.
• Missing action or shared content: review effective permissions, group membership, and the item's sharing or library assignment.
• Cannot send or sync: follow Connect your tools for the affected provider.

The user menu's Clear connections action clears Google and Microsoft connections and requires the user to reconnect. Use it for an intentional connection reset; it does not deactivate the account or disconnect LinkedIn.

For help, contact support with the affected work email and the error or missing action.

When someone changes teams, follow Maintain the information behind membership to correct the details their group rules use. Review the resulting membership, then check their roles, shared content, and layout assignments. Review any individually assigned roles or permissions as well.

For a departure, review task ownership, active sequences, recurring agents, and shared content as part of the handover. Then choose the access change you intend:

• Disable a license: use Disable in User licensing. This blocks login only when the organization requires licensing.
• Deactivate a user: ask the Admin assistant to deactivate the named person and review its approval request. This removes them from active-user workflows. The assistant can also reactivate an existing deactivated user.
• Remove administrator access: use Remove admin when the person should keep ordinary access without organization administration.

Ask the Admin assistant to review the final active status, license, and effective permissions so the result matches your intended change.