Puzzel ID: A step-by-step guide

The way users sign into the Puzzel Contact Centre applications is changing. A simplified identity and access management process will soon make for an even better experience with the Puzzel platform.

In this article, you will find a roadmap of the changes you can expect as Puzzel prepares for Puzzel ID.

Before Puzzel ID

Administrators will need to ensure that:

The users' Puzzel ID fields are updated.

It's important that the email address entered for a user is a valid one the user has access to. This is where they will receive a message upon initially setting their password for Puzzel ID.

If an email address is invalid and, respectively, non-accessible, then the user it belongs to will simply not manage to sign-in to Puzzel ID and use it.

The user type should be adjusted accordingly where applicable

If any of your users have access to other applications and/or instances, they will need to use the same email address in order to be perceived by the system as the same user. Thus they will be able to switch between apps/instances from the Puzzel Top bar, instead of log-in separately.

Update users for Puzzel Contact Centre

Administrators can edit the Puzzel IDs for their users by following the steps below:

Sign into the Admin Portal
Select Users from the main navigation
Click on Users from the menu
Select the name of the user
Edit the Email address field to reflect the email you want to use AND tick the "Puzzel ID equals to Email" box
OR alternatively if the user's email will be different to the Puzzel ID used for the account, edit the Puzzel ID field directly
Click Save User

In addition to the above, it is suggested that Admin Portal users review the configurations for wallboard, API and chat bot users.

Administrators are invited to change the user type from Person to API/Wallboard/Chat bot in the Admin Portal, following the same instructions as listed above for editing the Puzzel ID field.

If a user is given user type = "API" or "Chat bot", the user will not get a Puzzel ID at this point, but you can rest assured this will not affect the way this user was set to function. We are currently working on updates on our platform to accommodate these user types and additional communication will be shared about them over the following months.

If a user is given user type = Wallboard, you can enter an email address as Puzzel ID if you would like to use new Puzzel ID sign in for such a user.

Update users for Puzzel Sales Intelligence

Sign in to Puzzel Sales Intelligence
Navigate to Admin tab
Select Users
Check email addresses for all login-enabled users, including any dashboard accounts.

API accounts are not affected by Puzzel ID.

Update users for Puzzel Case Management

Sign in to Puzzel Case Management.
Navigate to Settings
Click General
Select Users
Access Active users
Check that your users have active email addresses. If you have other Puzzel applications, please note the email addresses for these users will need to be the same across all applications.
Suspended users will also need to be removed from the system ahead of the Puzzel ID activation for your Puzzel Case Management application.

Please note, you will need to highlight to Puzzel staff, any users which are used by non-human agents (bots), as any automated system (non-human) logging into the solution as a user from the front-end will need to be re-programmed to either use our API or authenticate through via the front-end using the new Puzzel ID authentication process after migration.

Once the preparatory steps have been taken, customers looking to onboard onto Puzzel ID can reach out to Puzzel Customer Success (customer.success@puzzel.com) so it can be enabled on their account.

To start using Puzzel ID

Once Puzzel ID has been enabled for your account:

Single Sign-On will need to be reconfigured for use with Puzzel ID. This configuration will not affect your existing SSO connection with Puzzel Contact Centre. Instructions on how to configure Single Sign-On with Puzzel ID can be found here.
Two-factor authentication can be configured, you only have to follow the simple steps of the relevant user guide here.
Automated user synchronisation with active directory system like Entra ID is also something you can do. We have prepared a detailed guide for this, available here.
If you use custom widgets in your Contact Centre Agent application, steps will need to be taken to add support for the new URL. These can be found here.
New URLs will have to be used to log in by users with enabled Puzzel ID:
Puzzel Contact Centre URLs

Puzzel Contact Centre URLs

https://app.puzzel.com/agent and https://app.puzzel.com/admin

Puzzel Sales Intelligence URLs

https://app.puzzel.com/psi/

If you use Puzzel's native mobile app, from Apple or Google app stores, then moving to Puzzel ID will require your users to replace the mobile app with entering this URL in the browser instead: https://app.puzzel.com/mobile/ For more information, please read here.

Puzzel ID: A step-by-step guide

Before Puzzel ID

To start using Puzzel ID

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