User Onboarding
Configure onboarding policies on connectors to control who can interact with your agent
Each connector has an onboarding setting that controls whether users can interact with your agent immediately or need approval first.
Connector Policies
The Onboarding toggle on each connector card controls user access:
| Setting | Policy | Behavior |
|---|---|---|
| Onboarding off | AllowAll | Any user on the chat platform can message the agent immediately |
| Onboarding on | OnBoarding | New users must be approved before they can interact with the agent |
Allow All (Default)
When onboarding is disabled, every user who sends a message to the connector is immediately routed to the agent. No approval step is needed.
Use this when:
- The agent is available to everyone in your organization
- You're running internal tools where all users are trusted
- The agent handles public-facing interactions
Onboarding
When the Onboarding toggle is enabled, new users go through an approval workflow before they can interact with the agent.
How It Works
- A user sends their first message to the agent through the chat platform
- The user receives the Onboarding Message you configured on the connector
- An access request is created and visible in the Access Requests panel
- An admin reviews and approves or rejects the request
- Once approved, the user can interact with the agent normally
Configuring the Onboarding Message
The Onboarding Message field appears in the connector configuration when onboarding is enabled. Set a clear message that tells users what to expect:
- Explain that their request is being reviewed
- Provide an estimated response time if applicable
- Include contact information for urgent requests
The onboarding message is sent only on the user's first interaction. After approval, the user communicates with the agent directly.
Chat Users
Every person who interacts with your agent through a connector is tracked as a chat user. Each user is identified by a unique key combining the provider and their platform-specific identifier:
| Provider | Identifier Example |
|---|---|
| Slack | Slack user ID (e.g., U01ABCDEF) |
| Teams | Azure AD Object ID |
| Telegram | Telegram user ID (numeric) |
| 360Dialog | Phone number |
| Twilio | Phone number |
User Profiles
Chat user profiles include:
- First name and last name — pulled from the chat platform
- Avatar — the user's profile picture
- Provider — which platform they're coming from
Users who interact through multiple connectors (e.g., both Slack and WhatsApp) appear as separate chat users, one per provider.
Next Steps
- Access Requests — Manage pending and approved user requests
- Connectors Overview — How connectors work
- Conversations — View chat histories