Managing users

As an administrator for Messenger, you can create and manage accounts for other members of staff. This includes the ability to edit the highly customisable permissions of individual Messenger users.

Table of Contents

Creating Accounts

1) From the Homepage menu (located on the left), click Tools, then click Users, then select Add New User.

Edit users wizards

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2) This will open up a Wizard with a step-by-step guide on how to create a Messenger account:

a. From existing staff member: member of staff that is active in your MIS. Please go to step 3 if you choose this option.

b. Other: another person who is not in your MIS but will need access to Messenger, e.g. an administrator at your Local Authority. Please go to step 4 if you choose this option.

Add new user, select type

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3) Start typing the surname of the new user in the search bar. You will see a list of results appear below, select the correct member of staff and click Next (located in the bottom right of the page).

Select staff

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4) On the next page, check the user’s name and contact information is correct, as well as filling in any blanks.  If you have chosen to create a user via Other, you will need to enter this information.

a. Every field on this page is mandatory.

b. When you are ready, click Next.

Add new user, user details

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5) You will be provided with an automatically generated username in the following format: your school’s LA/DfES numbers, followed by the user’s full name. For example, Paul.Hall.

We strongly advise that you keep this suggestion to ensure uniqueness and to keep your system secure. We only recommend editing this in the event of having more than one teacher with the same full name at your school.

Add new user, choose a username

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6) On the next page, you will be asked to choose the level of permissions this user account needs to have.

a. Please note, you cannot assign elevated permissions to another user than that which the current logged-in user (i.e. your user) has. For example, you cannot provide the new user with an Administrator account, if your own account is a Power User If there are no Administrator users at your school, please contact our Support Team.

Assign elevated permissions

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b. Click here to see a breakdown of user permissions:

7) If your school has any other modules from the Messenger Ecosystem, you will be able to authorise the new user to have access to the modules on the next page. If you aren’t signed up to any additional modules (for example, PayOurSchool, ParentPaperWork or Parent’s Evening), please skip this step.

add new user, partner add-ons

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 8) On the final page of the Wizard, you will be able to review the details of the new user.

a. If anything is incorrect, simply click Back (in the bottom left) to amend any section as necessary.

b. When you are ready, click Send (in the bottom right). Upon sending, the user will receive an email with details on how to access their account.

Add new user, review and send

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Edit users Wizard (Basic changes)

If you just need amend a user’s level of access, the Edit User(s) wizard is a quick way for you to do so. You can locate this wizard from the side menu by clicking Tools.png Tools, then Users and select Edit User(s).

Edit users wizards

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1) To begin, start typing out the user’s username and a list of possible matches will appear below. Please click on the user you wish to edit. If you wish to update the permissions of more than one user in the same way, you can search and select multiple users from this page.

2) Click Next Step to update the user(s) profile. You can select from Minimum User, User, Power User and Administrator. For a further breakdown of the permissions included in each profile, check out the below table:

User permissions breakdown
Permissions Minimum User User Power User Administrator

Site User

Compose Message
Add/Edit Contacts    
Add/Edit Groups    
Message Library  
Edit Message Text
Authorise Message for Delivery  
All Message History/ Response Management  
Manage Users      
Upload Data        
Account Settings      
Document Library      
Parent Paperwork      
Parents Evening Booking System      
Pay Our School      

3) After selecting a new profile, click Next Step.

4) On the next page, you will be able to enable or disable the user(s) access to any modules you may have subscribed to from the Messenger Ecosystem. If you don’t have any other modules (e.g. PayOurSchool etc.), please skip this step. Click Next Step.

5) To save changes, simply click Send in the bottom right corner, then click the X in the top right corner.

Manage Users (Advanced changes)

If you need to make more advanced adjustments to user accounts, simply visit the Manage Users page.

Manage users tab

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From the final column on this page, you will be able to complete a number of Actions for individual users.

Top Tip:  If you don’t have access to this page but think you should, please speak to your school administrator. If you are no longer sure who your school administrator is, contact the Groupcall Support Team.

Manage users actions

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  • Edit Roles: Add or remove individual permissions (roles) to user accounts.
  • Change Profile: Similar to the Edit User(s) wizard, this action lets you change the user’s current profile. For example, from Minimum User to an Administrator.
  • Disable/Enable User: Revoke a user’s access to Messenger without deleting their account. This action should be chosen for users who are temporarily away e.g. on maternity leave.
  • Delete User: Delete accounts for staff who no longer need access. This action is suitable for staff members who have permanently left the school.
  • Link/Unlink User to Groups: Linking users to specific groups will limit the groups they can locate and contact.
  • Edit User: Update users’ contact information such as name, email address or mobile number. You can also create a new password from this action.
  • Unlock User: Users are locked out of their accounts after three failed attempts to login. As an administrator, you should use this action to unlock their accounts.

Edit Roles

1) Click Actions.png Actions, then Edit Roles.

2) From the pop-up, you can select or de-select the required User Roles. When you are ready, click Submit

Edit roles

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For further information on each , click here.





Can log into Messenger 5.

Required for all users. Without this role no other role(s) will work. If this is the only role selected a user can log in but not see any content/history/contacts etc. They will be able to amend their own user preferences.


Can compose messages and select from the pre-defined templates.

Cannot send messages with just this role - see authoriseMessage.


Can edit existing contacts on the system.

Should be used with caution. Editing contacts will not writeback to your MIS and should only be used for manually created contacts.


Can create new groups & edit existing groups within the system.

This role is useful for staff who will need to create custom groups for extra-curricular activities.


Access to Tools > Voice Library (custom options for voice templates).

Requires a voice subscription.


Can create/edit message templates.



Can send own messages and authorise other users messages.



Access to Message History to view sent messages and statistics.



Access to all areas of the system.

Limit this role to a just a few users at the school.


Allows access to Manage Users.

This role is useful for SLT members who don’t require full admin permissions.


Access to Tools > Contacts > Upload Data.

A user can import lists of manual contacts from e.g. a spreadsheet.


Access to Account Settings.

Limit access to Admin users.


Can add attachments to emails.



Allows users access to send messages via the twitter account linked to the Messenger 5



Access to Ecosystem module.



Access to Ecosystem module.



Access to Ecosystem module.


3) If you wish to limit a user’s access to the Tiles, click Actions.png Actions, then Edit Roles.

4) From the pop-up, click on the Tile Visibility You can then select or de-select the relevant tiles.

Tile visibility

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Change Profile

1) Click Actions.png Actions, then Change Profile.

2) From the pop-up, click on the Select profile drop-down. Select the new profile you wish to assign to this user, then click Submit.

Change profile.gif

Disable User

1) Click Actions.png Actions, then Disable User.

2) The page will automatically refresh and will display the user that has been disabled. To confirm this, they will be marked as False under the Enabled.

3) To reactivate the user’s account at any point, simply click Actions.png Actions, then Enable User.

Unlock User

1) You can confirm that a user has been locked out of their account if the information under the Locked Out column for that user reads: True.

2) To unlock the account, click Actions.png Actions, then Unlock User.

3) Once you have unlocked the user’s account, they will need to request a new password by going to and click Forgotten Password.

4) Alternatively, you can reset their password on their behalf by following these steps.

Delete User

1) Click Actions.png Actions, then Delete User.

2) You won’t be asked to confirm your action, so make sure you are deleting the correct account before clicking this action.

Link User to Groups

1) Click Actions.png Actions, then Link User.

2) Select the Group Type:

Group type

3) Choose the Group you wish to link the user to, and click Add.png:

Group  - Add member

4) To unlink the user from a group, click on the group under Current group membership and then click Remove.png :

Link group - Remove member

Edit User (change password)

1) Click Actions.png Actions, then Edit User.

2) From the pop-up, you will be able to edit the user's name and contact information.

3) More importantly, if you need to provide the user with a new password, you can create one from this action.

Edit user (password)

Top Tip: Linking groups can be useful for staff who wouldn’t usually need to use Messenger, but are temporarily in a position of communication with parental contacts. For instance, you may wish to provide teachers supervising school trips with access to Messenger, but just for the students attending the trip.


4) Once you have entered a new password in both the New Password and Confirm Password fields, please click Save.

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