1. Important Information to Know Before Adding a User to Your Account

Seat Charges: Please note that 1 user utilizes 1 seat in your account, which costs the same as the plan charges.
For example:
1-If your plan costs $25 per month, then for 2 users/seats, you will be charged $50 per month.
2-For 5 users/seats, you will be charged $125 per month.

Reason to Pay Full Plan Charges for a User in Your Account:

Each user brings their plan benefit into the owner account.

Example: If the plan benefits for 1 user are:
- 500 free US/Canada minutes
- 100 free SMS
- 1 free standard number

Then, for 2 users, the account’s total benefits will be:
- 1000 free US/Canada minutes (e.g., 1 user can use 700 minutes)
- 200 free SMS
- 2 free standard numbers

User Role System:

Please refer to the link below to understand the user role system in more detail:
https://support.callhippo.com/support/solutions/articles/10000066069-user-role-system

Additional Details:

  • Each user will receive their own unique credentials with access to a unique dashboard and dialer.

  • You need a new email address for adding a new user; you cannot have 2 or multiple users with the same email address.

  • You will be able to make concurrent calls using the same number if it is allocated to multiple users.



2. Steps to Add a User to Your Account

Step 1: Log in to your CallHippo dashboard.
Step 2: Navigate to 'Users & Performance' on the left panel, then click on 'Users'.

Step 3: Click on the 'Invite User' button in the top right corner.

Step 4: Enter the user's email, choose a role from the drop-down menu, and optionally assign a manager by selecting 'Reports To'.

(Please refer to the link below to understand the user role system in more detail:
https://support.callhippo.com/support/solutions/articles/10000066069-user-role-system)

Step 5: Click on any available numbers in the 'Allocate Numbers' section to assign them. You can select more than one number.

Step 6: Click on the 'Invite 1 User' button to send the invitation link to the user via the provided email address.

Important: 

  • The cost for the new user will be charged instantly on your saved primary payment method on a pro-rata basis, based on the remaining days of your current billing cycle.

  • The user is not active right after being added. They must first click the activation link sent to their email. Once they activate their account, they will appear as active in the Users section. Until then, the status for this user will be visible as pending. Kindly refer to the screenshot below.

What does the ‘Clone settings’ option do? How to use it, and what are its benefits?

  • “Clone settings” option is helpful when you want to keep the settings for the new user, exactly the same as it has been set for the already existing user.

  • These settings include options such as voicemail, user availability, after-call work, forward-to-device, etc. features.

  • Once you click on the dropdown menu visible in the “clone settings” option, you will see the list of already active users in your account.

  • Any user you select there, all the settings of that user will be copied and applied to the new user you have just invited, without having to define each setting separately.

Important information regarding “Clone settings”:

  • Cloning would not be done for Forward to Device.

  • Cloning can be done multiple times for a User.

  • After cloning is completed, changes made to a "From User" would not reflect in "To User".

Adding Multiple Users at Once

You can add up to 25 users at a time to your CallHippo account using the same ‘Invite User’ flow. This helps you quickly onboard larger teams without repeating the process for each user individually.

Simply follow the same steps used for adding a single user, but enter the details for multiple users in one go on the invite screen. All invited users will receive their activation emails, and seat charges will be applied accordingly on a pro-rata basis.

Click the save icon, and a plus (+) button will appear. Click the plus button to enter and select the details of another user you’d like to invite.

Frequently asked questions:

Q: Will I be able to change the role of a user after it is added and active under my account?
A: Yes, you will be able to change the role of the user anytime you want by going into the ‘user details’ options in the user settings of the new user. Refer to the screenshot below for the same.

Q: Will I be able to promote another user as owner and demote myself from owner to any other role?
A: No, if you are adding a user, you will be the owner account and will not be directly be able to directly interchange the owner account.

Q: Is it possible to hide the CallHippo branding from the user I added?
A: No, the user you add will be able to see the CallHippo dashboard and dialer.

Q: Is it possible to hide the numbers I have in my account from the new user?
A: No, but the new user you add will only be able to see the CallHippo numbers that are allocated to him/her.

Q: I am trying to add a new user to my account, but getting an error of “this user already exists”. What to do?
A: This message only appears in 2 cases. First, if the user has already signed up and created another account with CallHippo. In this case, please reach out to support to resolve this. Second, if you have already sent an invite to the user. In this case, ask the user to check the email inbox for the invitation link to activate the account, or ask the user to log in if the invitation has already been accepted.

Q: The new user I invited has not received any invitation link via email on the email address added. How to resolve this?
A: In such cases, you can already delete the user and try to add the same user again, as this process will send a new invitation link to the email address, and you will not be charged for this process.

Q: Can I assign more than one number to a new user while adding them?
 A: Yes, during the user invitation process, you can select and allocate more than one available CallHippo number to the new user.

Q: What does the ‘Reports To’ option do when inviting a new user?
 A: The ‘Reports To’ field allows you to assign a reporting manager for the new user, helping you establish a user hierarchy and better manage team performance.

Q: Will deleting a pending user remove the charges applied for adding them?
 A: If the user has not activated their account yet (i.e., is in pending status), you can delete the user and re-invite them without incurring additional charges.

Q: Do cloned settings update automatically if I change them for the original user later?
 A: No, once settings are cloned, they become independent. Any changes made to the original user’s settings will not reflect on the cloned user.

Q: Can I re-send the invitation email if the user didn’t receive it?
 A: There’s no manual re-send option, but you can delete the pending user and invite them again to generate a new invitation email.

Q: Can a sub-user check the Activity of other Users in the account?
A: No, an agent cannot view the activities, such as call logs, of other users.

Q: Will I be able to assign numbers, add users, and make purchases with the dashboard user?
A: Yes.

Q: Will I be able to log in using a single user’s credentials on multiple devices and make calls?
A: No, one user can only be logged in on one device at a time. If multiple people in your team need to make calls, each of them must have a separate user account.

Q: I want to add my team member and allocate a number, but it's showing a charge before proceeding. What does that mean?
A: When you add a new user, you are charged a prorated seat fee based on the remaining days in your current billing cycle. This charge is applied instantly to your saved payment method.

Q: Our team has recently expanded, and we want to add more people to our CallHippo account. How can we do that, and how is the cost calculated?
A: You can add new users from the ‘Users & Performance’ section by clicking ‘Invite User’. The cost is based on your current plan and is calculated per user, so adding team members increases the overall monthly charge accordingly.

Q: If I add a user and assign only one number to the entire account, will I still be charged for each user?
A: Yes, billing is based on the number of users, not the number of phone numbers. Even if multiple users share a number, each user seat incurs a separate charge.

Q: When I try to add a user, I get an error saying "something went wrong." What should I do?
A: Try logging in through a different browser or clear your current browser’s cookies and cache, then try again. If the issue persists, contact support for assistance.

Q: If two users are assigned the same phone number, can they make calls at the same time using that number?
A: Yes, multiple users can make concurrent calls using the same CallHippo number.. This allows teams to share numbers efficiently without call restrictions.

We hope this information helps!

For any more queries regarding user addition, you can contact support via live chat or email at [email protected]