A user account must be deactivated first before it can be deleted. Make sure the user is logged out of the Cloud9 application for at least 4 minutes before proceeding.
Deactivate a user account
- Select the Users tab
in the left navigation bar of the Cloud9 Admin Portal.
- Search for the active user you want to remove.
- Hover over a user account row in the table and click the Deactivate user button
.
- Confirm the choice in the pop-up notification by selecting Proceed. This instantly logs the user out and disables their access.
Permanently delete the user account
Important Warning: User account deletions are permanent (a "hard delete"). For compliance reasons, the exact username of a deleted user can never be used again in the system. If the firm hires someone with the same name later, they will need a different username.
- On the Users tab, click the filter dropdown menu at the top (which usually defaults to "Active users") and select Deactivated users (or "Deactivated users excluding Offnet").
- Locate the newly deactivated user account in this filtered list.
- Hover over their row and click the Delete user button
.
A prompt will ask how much data you want to remove.
- Select one of the following options:
- Delete account only: This removes the user profile, but retains their call records and recordings based on the firm's retention policy.
- Delete account, all call records, recordings, and transcriptions: This completely purges both the user profile and all their historical communications data. (Note: If they have an associated Offnet profile, options will appear to delete that as well).
- Click the red Delete button to finalise the process. A green confirmation banner will appear at the top of the screen when successful.