How do I add and manage users in Presence®?

How to invite new users, edit existing users, and remove access in the Presence® Platform.

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Overview

User management in the Presence® Platform lets you control who has access to your account and what they can do. This article covers how to add new users, edit existing users, and delete users when access is no longer needed.

Important: Only users with the Admin role can add, edit, or remove users.

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What's the difference between a user and an agent profile?

Before managing users, it helps to understand this distinction — it's one of the most common points of confusion.

An agent profile (in Content → Agents) is the public-facing information about an agent that appears on your website — name, bio, headshot, contact information, and agent page content. An agent profile exists in the platform whether or not that agent has login access.

A user account (in Settings → Users) is the login credential and permission set that determines what someone can view and edit in the platform. For Member role users, a user account must be linked to an existing agent profile.

Example: You might have 20 agent profiles on your website but only 5 user accounts — the agents who actively manage their own content.

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How to access user management

1. Navigate to the Presence® Platform.
2. Click your name or initials in the bottom left-hand corner of the screen.
3. Select Settings from the menu.
4. Choose Users from the sub-menu.

You'll see a list of all users with their names, email addresses, and assigned roles.

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How to add a new user

Important: If you're adding a Member role user, create their agent profile in Content → Agents first. Members must be linked to an agent profile — this step cannot be skipped.

Step 1: Start the invitation

1. From the Users page, click Add New in the top-right corner.
2. Select the appropriate role: Admin, Member, or Guest.

Step 2: Fill in user information

For Admin:

• Select the agent's name from the CMS Profile dropdown, or choose No Profile
• If you selected No Profile, enter their first name, last name, email, and phone number
• Click Invite

For Member:

• Select the agent's name from the CMS Profile dropdown — you must select a profile, No Profile is not available for this role
• Click Invite
• If the agent profile is missing an email address, the system will prompt you to enter one

For Guest:

• Select the agent's name from the CMS Profile dropdown, or choose No Profile
• If you selected No Profile, enter their first name, last name, and email
• Click Invite

Step 3: User receives invitation

After you click Invite, the user receives an email with a link to set up their password. Once they create their password, they can log in to Presence® using their email address.

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How to edit an existing user

1. Navigate to the Presence® Platform.
2. Click your name or initials in the bottom left-hand corner of the screen.
3. Select Settings from the menu.
4. Choose Users from the sub-menu.
5. Locate the user and either click their name or click the three-dot icon to the right of their name and select Edit.
6. Make your changes — you can update their name, email, phone number, role, or linked agent profile.
7. Click Save to apply changes.

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How to delete a user

1. Navigate to the Presence® Platform.
2. Click your name or initials in the bottom left-hand corner of the screen.
3. Select Settings from the menu.
4. Choose Users from the sub-menu.
5. Locate the user and click the three-dot icon to the right of their name.
6. Select Delete.
7. Confirm the action in the notification window.

Important: Deleting a user removes their login access immediately. Their agent profile in Content → Agents is not affected — it will remain on your website unless you archive or delete it separately.

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When to use "No Profile" vs. selecting an agent profile

Use No Profile for:

• Administrative staff who don't need an agent profile (office managers, marketing coordinators)
• Technical support or consultants who need temporary access
• Anyone who won't be managing agent-specific content

Select an agent profile for:

• Any agent who will manage their own listings or content
• Required for all Member role users — you cannot create a Member with No Profile

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FAQs

Do I need to create an agent profile before adding a user?

You only need to create an agent profile first if you're adding a Member role user. Members must be linked to an agent profile, so the profile needs to exist before you send the invitation. For Admin and Guest users, an agent profile is optional.

Can I change a user's role after they've been invited?

Yes. Go to Settings → Users, click the user's name or the three-dot icon, select Edit, change their role, and click Save. The change takes effect immediately.

What happens to a user's content if I delete their account?

Deleting a user removes their login access but does not affect their agent profile or any content they've created. Their agent profile will remain visible on your website until you archive or delete it separately from Content → Agents.

Can I have two users share the same email address?

Each user must have a unique email address. If you see an "email already in system" error, check whether the user already has an account, or use an alternate email address.