Update a user’s information in MyOperator (name, email, role, extension)

Applies to: Admins/Owners who need to change user profile details.
Time to complete: 2–5 minutes.

What you can and can’t change

You can edit: Name, Email, Role/Permissions, Extension, Team/Group, Time zone, Availability status.
You can’t edit: The registered mobile number of an existing user.

Workaround: Create a new user with the correct number → copy settings/roles → (optional) deactivate/delete the old user.

Prerequisites

Role: Admin/Owner (Users with Member/Agent roles may not see Manage → Users).
Access: MyOperator Dashboard credentials.
If changing email: The user must be able to verify the new email address.

Part A — Edit an existing user (everything except mobile number)

Sign in to the MyOperator Dashboard.
Go to Manage → Users.
Find the user → click the ⋮ (three dots) → Edit.
Update the fields you need (e.g., Name, Email, Role, Extension, Team).
Click Save.
Expected result: You see a success message; the Users list shows updated values.
(Optional) Ask the user to sign out/in to refresh role/permission changes.

Tip: After changing Role, verify that the user can still access required modules (e.g., Calls/Reports).

Part B — Change a user’s mobile number (not directly editable)

Option 1 — Replace via new user (recommended)

Go to Manage → Users → Add User.
Enter the correct mobile number and name/email.
Set Role, Extension, and Teams/Groups to match the old user.
Click Invite/Save and ensure the user accepts the invite.
Test: Place a test call or assign a test task to confirm routing.
(Optional) Deactivate the old user or Delete if no longer needed.

Copy settings checklist (use this to avoid misses):

☐ Role & permissions
☐ Extension & voicemail
☐ Team/Queue membership (Sales, Support, etc.)
☐ Business-hours/shift routing
☐ Any tags/labels used in reports

Option 2 — Need historical continuity (reports/audit)?

If you must retain the old user for audit/reporting, deactivate instead of deleting. Update queues to remove them from active routing.

Troubleshooting & edge cases

Can’t see Manage → Users? Your account lacks admin rights—ask an Admin/Owner to grant User Management permission.
Email already in use: Change the old user’s email first (e.g., add +old alias), then assign the intended email to the new user.
SSO/IdP-controlled profiles: If your org uses SSO/SCIM, edits to Name/Email may be restricted. Make the change in your IdP (e.g., Google Workspace, Azure AD), then sync.
Extension conflicts: If the old user owns the desired extension, free it by changing their extension, then assign it to the new user.
Deleting the only Admin: You must keep at least one Admin/Owner on the account.

Verification (make sure it worked)

The updated Name/Email/Role/Extension appears in Manage → Users.
The user can sign in and access the correct modules.
Calls/queues route to the correct Extension/Team after changes.

Quick reference (copy-paste)

Navigation: Manage → Users → ⋮ → Edit
Add replacement user: Manage → Users → Add User
Deactivate user: Manage → Users → ⋮ → Deactivate
Delete user: Manage → Users → ⋮ → Delete (only after verifying no routing depends on them)

FAQ (quick answers)

Why can’t I edit the mobile number?
Mobile numbers are identity/auth factors; for security and routing integrity, they can’t be changed on an existing record.

Will deleting a user remove their history?
Reports generally keep historical data, but you may lose convenience links; choose Deactivate if audit continuity is required.

Do users need to re-login after role changes?
Sometimes. Ask them to sign out/in to refresh permissions.