Account

Overview

The Authentication & Security section provides users with tools to manage their account access, personal information, notification preferences, and language settings. These features ensure secure access to the platform while enabling personalized user experiences.

User Settings

Access User Settings by clicking your profile picture in the bottom-left corner of the Helpdesk interface, then selecting User settings from the menu.

The User Settings page is organized into four main tabs:

• Profile: Manage your account information and view recent activity.
• Notifications: Configure how and when you receive notifications.
• Languages: Set your primary language and translation preferences.
• Password and authentication: Manage password and two-factor authentication.

Profile

The Profile tab allows users to view and edit their account information, including personal details and recent login activity.

Profile Picture

Upload or update your profile picture. Your profile picture appears:

• In the sidebar navigation.
• Next to messages you send in conversations.

To update your profile picture:

1. Navigate to User Settings > Profile.
2. Click on your current profile picture.
3. Upload a new image (recommended size: 200x200 pixels minimum).
4. Supported formats: JPG, PNG, GIF.

Account Settings

This section displays your core account information:

User ID

• Unique system identifier: 8014df6a-dd90-411c-b785-882a90d31ce6

Role

• Your assigned permission level within the organization.
• Options: Admin, Manager, or Agent.
• Determines what features and data you can access.
• Assigned by organization administrators.

Username

• Your unique login identifier.
• Editable field (must be unique within the organization).
• Used for internal system references.

Email (Required)

• Your email address for login and communications.
• Must be unique within the organization.
• Used for password recovery and system notifications.

First Name

• Your given name.
• Displayed to other users in the system.
• Used in agent assignment notifications.

Last Name

• Your family name.
• Displayed to other users in the system.
• Combined with first name for full identification.

Recent Activity

The Recent Activity section provides a security audit trail of your account access, showing your three most recent login sessions. This helps you monitor account security and detect unauthorized access attempts.

Each activity entry displays:

Timestamp

• Date and time of login.
• Format: "Nov 28, 2025, 6:04 PM (GMT+1)".
• Timezone displayed matches your browser settings.

IP Address

• The network address from which you connected.
• Example: 104.28.197.63.
• Useful for identifying unfamiliar login locations.

Location

• Geographic location based on IP address.
• Format: "City, Region, Country Code".
• Example: "Murcia, Murcia, ES".

Device

• Browser and operating system information.
• Example: "Chrome on macOS".
• Helps identify which device was used for access.

Notifications

The Notifications tab allows you to configure how the system alerts you about important events and activities in your queues.

Prerequisites for Browser Notifications

To receive desktop notifications, you must enable notifications in your browser settings:

Chrome/Edge:

1. Click the lock icon in the address bar.
2. Find Notifications in the dropdown.
3. Select Allow

Firefox:

1. Click the shield icon in the address bar.
2. Go to Permissions
3. Enable notifications for the Hubtype domain.

Safari:

1. Go to Safari > Preferences > Websites
2. Select Notifications
3. Allow for the Hubtype domain.

Notification Types

Select which events trigger notifications by checking the corresponding boxes:

Cases automatically assigned to me

• Notifies you when the auto-assignment system assigns a new case to you.
• Most relevant when auto-assignment is enabled in project settings.
• Helps you respond immediately to new assignments.

New cases entering waiting list

• Alerts you when new cases arrive in queues you're assigned to.

New message, in the cases assigned to me

• Notifies you when customers reply to cases you're currently attending.
• Critical for maintaining conversation continuity.
• Ensures you don't miss customer responses while multitasking.

Notification Preferences

Choose when you want to receive notifications based on your active status in the platform:

Only when I'm not viewing this tab

• Notifications appear only when Hubtype is not your active browser tab.
• Prevents redundant notifications when you're already looking at the platform.
• Notifications automatically appear when you switch away from Hubtype.

Always, even if I'm using this tab

• Receive notifications at all times, regardless of your active tab.
• Useful for users managing multiple queues or projects simultaneously.
• Consider only if you frequently need alerts while actively using the platform.

Notification Duration

Control how long notification messages remain visible on your screen:

Notification duration (in seconds) (Required)

• Set the number of seconds before notifications automatically dismiss.
• Longer durations useful in high-noise environments.
• Shorter durations reduce screen clutter.

Example configurations:

• 6 seconds: Balanced visibility without excessive persistence.
• 3-4 seconds: Quick glance for experienced users in focused environments.
• 10+ seconds: Helpful when frequently away from desk or in noisy environments.

Notification Behavior

Desktop notifications include:

• Event type (new case, new message, assignment).
• Case preview information (customer name, queue).
• Direct link to the relevant case (click notification to open).

Sound alerts:

• System plays default notification sound when enabled in browser.

Languages

The Languages tab enables you to configure your primary interface language for the AI Translation feature (AI Copilot add-on):

Primary Language

What it does: Set up automatic translation preferences for customer conversations.

Configuration:

• Select your preferred language from the dropdown menu.
• Example shown: Spanish.
• Changes apply immediately throughout the interface.
• Does not affect customer-facing messages.

When auto-translate is active: All incoming customer messages are automatically translated into your primary language, allowing you to work in your native language regardless of the customer's language.

Available languages: Contact your organization administrator or Hubtype support to confirm which interface languages are available.

Saved Auto-Translate Languages

Configure which languages should automatically be translated in your conversations, enabling seamless multilingual customer support without language barriers.

How it works:

• When a customer sends a message in a configured language, AI Copilot automatically detects and translates it.
• Your responses in your primary language are automatically translated back to the customer's language.
• Translation happens in real-time during active conversations.

Always Translate

Purpose: Define languages that should always be translated to your primary language when detected in customer messages.

Configuration:

• Check Select all to enable translation for all available languages.
• Or select specific languages individually (e.g., "British English").
• Selected languages appear in the list with checkboxes.

Use case example:

• You work in Spanish.
• Customer sends message in English.
• You add English to Always Translate.
• All English messages automatically translate to Spanish.
• Your Spanish responses automatically translate to English for the customer.

Best practice: Add languages you frequently encounter but don't speak fluently to ensure smooth communication.

Never Translate

Purpose: Define languages that should never be translated, even when detected in customer messages.

Configuration:

• List languages where you prefer to see original messages.
• No translation applied regardless of AI Copilot settings.
• Messages appear exactly as customer sent them.

Use case example:

• Your primary language is Spanish.
• You also speak English fluently.
• You add English to Never Translate.
• English messages remain in English (no translation to Spanish).
• Allows you to respond directly in English without translation layer.

Best practice: Add languages you speak fluently to Never Translate to maintain direct communication and avoid translation artifacts or delays.

Translation Requirements

Prerequisites:

• AI Copilot must be enabled for your organization.
• AI Real-Time Translation feature must be activated.
• Your organization must have active Copilot subscription.

Translation behavior:

• Works bidirectionally (customer → agent, agent → customer).
• Preserves formatting, emojis, and special characters when possible.
• Applies to text messages only (attachments, media not translated).
• Translation indicators appear in conversation view.

Password and Authentication

Password and Authentication tab provides security controls for your account access, including password management and two-factor authentication setup.

Password Management

Change password:

• Click the Change password button to update your login credentials.
• You'll be prompted to enter your current password for verification.
• Then enter and confirm your new password.

If you forget your password:

• Use the Forgot password? link on the login page.
• Password reset link sent to your registered email address.
• Link expires after 24 hours for security.

Two-Factor authentication (2FA)

Two-factor authentication adds an additional security layer to your account by requiring a second verification method beyond your password. This significantly reduces the risk of unauthorized access even if your password is compromised.

What is 2FA?

Definition: Two-factor authentication requires two separate forms of identification to access your account:

1. Something you know: Your password.
2. Something you have: A time-based one-time password (TOTP) generated by an authenticator app.

How It Works

Authenticator apps like 1Password, Authy, Microsoft Authenticator, or Google Authenticator generate one-time passwords that refresh every 30 seconds. These apps use industry-standard TOTP (Time-based One-Time Password) protocols.

When 2FA is enabled:

1. Enter your username and password on the login page.
2. System prompts for your 6-digit authentication code.
3. Open your authenticator app and retrieve the current code.
4. Enter the code within 30 seconds (before it refreshes).
5. Access granted to your Hubtype account.

Setting Up 2FA

Prerequisites:

• Install an authenticator app on your mobile device or computer.
• Recommended apps: 1Password, Authy, Microsoft Authenticator, Google Authenticator.
• Ensure your device's date and time are set automatically (required for TOTP synchronization).

Activation steps:

1. Click Activate button in the Two-factor authentication section

2. Scan QR code with your authenticator app:

• Open your authenticator app
• Select Add account or Scan QR code.
• Point your camera at the displayed QR code.
• The app will automatically add your Hubtype account.

3. Manual entry alternative (if QR scan fails):
Click Can't scan QR code? or Enter code manually.

• Copy the provided secret key.
• Manually add account in authenticator app.
• Paste the secret key when prompted.

4. Verify setup:

• Enter the 6-digit code currently displayed in your authenticator app.
• Click Verify or Confirm.
• System confirms successful 2FA activation.

5. Save backup codes (if provided):

• Download or write down emergency backup codes.
• Store securely—these allow account access if you lose your device.
• Each code typically works once.

Using 2FA Daily

Login process with 2FA enabled:

1. Navigate to Hubtype login page.
2. Enter your username/email and password.
3. Click Sign in.
4. Enter current 6-digit code from authenticator app
5. Submit to access your account.

Code timing:

• Codes refresh every 30 seconds.
• Wait for new code if timer is nearly expired.
• System accepts codes for brief window (usually ~30-60 seconds).

Managing 2FA

Changing devices:

• Remove old device authentication before switching devices.
• Set up 2FA again on new device using QR code or secret key.

Lost device recovery:

• Use backup codes if you saved them during setup.
• Contact your organization administrator for 2FA reset.
• Administrators can disable 2FA temporarily for account recovery.

Disabling 2FA:

• Only organization administrators can disable 2FA requirement.
• Not recommended—significantly reduces account security.
• May be required by organization security policies.

Benefits of 2FA

Security advantages:

• Protects against password theft—stolen passwords alone can't access account.
• Prevents unauthorized access from compromised credentials.
• Adds protection when using public or shared computers.
• Mitigates phishing attack risks.
• Industry standard for securing business applications.

Compliance:

• Many security frameworks require 2FA (SOC 2, ISO 27001).
• Meets data protection regulations for customer information access.
• Demonstrates security best practices to clients.

Troubleshooting 2FA

"Invalid code" errors:

• Ensure device date/time set to automatic (TOTP requires sync).
• Wait for next code refresh if timer nearly expired.
• Verify you're entering code from correct account in authenticator app.
• Check for multiple Hubtype accounts in authenticator.

Lost authenticator app access:

• Use backup codes if available.
• Contact organization administrator for 2FA reset.
• Admin can temporarily disable 2FA for re-enrollment.

Time synchronization issues:

• Go to device Settings > Date & Time.
• Enable Set automatically or Automatic date & time.
• May need to manually sync time in authenticator app settings.

Single Sign-On (SSO)

Note: This feature requires administrator configuration and may incur additional costs.

What is SSO?

Single Sign-On (SSO) allows organizations to integrate Hubtype authentication with their existing identity management system. Users can access Hubtype using their corporate credentials without creating separate passwords.

SSO Benefits

For users:

• One set of credentials for all company applications.
• Faster login—automatically authenticated if already logged into corporate systems.
• No separate password to remember or manage.
• Password policies enforced at organizational level.

For organizations:

• Centralized user access control.
• Immediate access revocation when employees leave.
• Enhanced security through corporate identity provider.
• Audit trail of all authentication attempts.
• Reduced password reset support requests.

Requirements

Technical prerequisites:

• Identity provider must support SAML 2.0 protocol.
• Organizations using: Okta, Azure AD, Google Workspace, OneLogin, or similar.
• Technical resources to configure identity provider settings.
• SSL certificates and metadata exchange with Hubtype.

Organizational requirements:

• SSO feature must be enabled for your Hubtype organization (additional cost may apply).
• Initial setup requires coordination between your IT team and Hubtype technical support.

Setup Process

Detailed technical documentation provided during setup process by Hubtype technical team.

SSO and 2FA

SSO can be combined with two-factor authentication for enhanced security:

• 2FA may be enforced at identity provider level (recommended).
• Or configured separately within Hubtype.
• Check with your organization's security team for specific requirements.

Account / Organization Creation

Organization Sign-Up Process

New organization accounts are typically created through:

• Direct sales engagement with Hubtype team.
• Self-service sign-up (if available for your region).

Initial setup includes:

• Organization name and configuration.
• Primary administrator account creation.
• Feature flags activation based on subscription tier.
• Integration setup (WhatsApp Business API, etc.).

Feature Flags

Feature Flags control which capabilities are available to your organization.

Contact your Hubtype account manager to understand which features can be enabled to your organization.

Sign in

How you log in to Hubtype with your credentials.

Introduction

The Sign-in allows you to securely access your Hubtype account. By entering your email address and password, you authenticate yourself and gain access to the platform.

• Purpose: Protects accounts by ensuring only authorized people can log in.
  
• Value: Provides a simple, familiar, and secure way for you to access Hubtype.
  
• Scope: Part of Hubtype’s authentication system, which also includes account creation, password recovery, and session management.
  

Step-by-step Walkthrough

Standard Sign-In

1. Open Hubtype in your browser: https://app.hubtype.com/sign-in
   
2. Enter your email address in the email field.
   
3. Enter your password in the password field.
   
4. Click on the Sign in button.
   
5. If your credentials are correct, you’ll be redirected to your Hubtype dashboard.
   

Forgot Password (Recovery)

1. On the Sign-in page, click Forgot Password?
   
2. Enter your registered email address.
   
3. Check your inbox for the password reset email.
   
4. Click the link in the email to open the reset page.
   
5. Enter a new password and confirm it.
   
6. Return to the Sign-In page and log in with your new password.

Pre-conditions

• You already have a Hubtype account.
  
• You know your registered email address and password (or have access to your email to reset it).
  

Post-conditions

• If successful: You’re authenticated and logged into your account.
  
• If unsuccessful: You’ll see an error message asking you to re-enter your credentials or reset your password.
  

Last updated: November 2025