Replacing Vs. Deleting Users

When managing turnover on your team, we recommend deactivating agents that will no longer be accessing your Kixie account instead of deleting the user. This helps avoid incurring prorated charges for adding additional users to your account.

When new agents come on to fill those spots, the user can easily be reactivated with their details to avoid paying for extra unnecessary users.

Note: In the case where your team is growing and adding additional agents, we of course recommend going through with adding additional users to your account and are happy to support your growth!

Deactivating and Replacing an agent

Using an admin or manager account, follow these steps:

1. Go to the Kixie Dashboard
2. Click Manage
3. Click Agents
4. Navigate to and click the Agent you wish to deactivate
5. Click Edit
6. IMPORTANT - Change the old user information to the new user information
   • DO NOT click save
7. Click Save & Replace Agent once you have completed entering the new information

The new agent will acquire the direct number, caller ID, ring group placement(s), and devices of the old, and will be automatically e-mailed a setup guide for them to download Kixie and pair up their CRM.

Deactivating a User (to be replaced at a later time)

If you want to "deactivate" a user to revoke their access to Kixie and then replace them later, the recommended method is to change their email like this: change jimmy@acemcorp.com to jimmy_replaceme@kixie.com and hit "Save and Replace". Then go and replace jimmy_replaceme@kixie.com with a new user when the time comes.

Deleting an agent

Contract Accounts

If you signed a contract with Kixie, then downgrading or deleting users is only possible within the last 30 days of your contract term. Replacing is the only option here, until the last 30 days of the contract term.

Non-contract Accounts

Replacing rather than deleting a user is the most seamless way to go about dealing with turnover. Always look to replace a user first, rather than delete the old user & add the new user, since adding a new user always generates a pro-rated charge. 

To delete a user that you're not going to replace before your next bill date, please reach out to your account manager or our support team through the Kixie live chat or email us at support@kixie.com. 

Note: There are no prorated refunds when you delete a user.