Administrators of your Kno2 Connected™ app can manage users from Settings > Users or Settings > Network Users. This article covers creating, editing, disabling and enabling users, resending invitations, password management, viewing user activity, resetting MFA, and multi-account access for Network Users.
Create a User
Select the "+" sign located in the upper right corner.
The create user setup window opens.
User Name: Enter the email address of the user.
This will be the email used to receive the account invitation and notifications from your Kno2 Connected™ app.
Note: If the user field is flagged red:
Confirm the email address is valid.
If you have multiple organizations in a Network, check for an existing user account and grant them access to the desired organization(s) — see the Network Users section below.
If neither of the above apply, ensure the user does not have an existing account that needs to be re-enabled.
First Name, Last Name: Enter the first and last name of the user.
Shared accounts, e.g. "Front Desk", are not supported. For security, each user should have their own individually named account. Alias emails may be used if needed. See more here: https://docs.kno2fy.com/en/articles/104160-can-login-credentials-be-shared
Primary Job Function: Select the primary job function of the user.
Note: This is internal only and does not have to be an exact match.
Administrator: Checking this allows the user to configure organization Settings and see all message activity.
Send Permissions:
Global Send Permissions will automatically populate based on the configuration of a specific fax number or direct address. (Global Send Permissions cannot be edited from the user screen.)
Select Additional Send Permissions to grant the user permission to send using fax numbers and/or Direct addresses.
Intake Rules:
Global Intake Rules will automatically populate based on the configuration of an intake rule. (Global Intake Rules cannot be edited from the user screen.)
Select Additional Intake Rules to grant the user permission to receive notifications and view messages from user-specific Intake Rules.
Select Save Changes. The user will appear in the list in alphabetical order.
Repeat steps 1–9 for each additional user.
Once added, an invitation will be sent to the user's email address.
The status of their account can be viewed in the Invitation Status column.
Edit a User
If a user's First Name, Last Name, Primary Job Function, Administrator status, Send Permissions, or Intake Rules need to be updated, administrators of your Kno2 Connected™ app may make those changes from Settings > Users or Settings > Network Users.
Search for and select the user whose account needs to be updated.
To edit a Network user: navigate to the organization their user was originally created in.
Select the pencil icon on the far right of that user line.
Make the necessary updates.
Note: Email addresses cannot be edited. If a user's email address has changed, disable their existing account and create a new one using the new email address. See the Disable a User and Create a User sections above.
Note: Phone numbers cannot be changed by administrators. Users can update their own phone number by navigating to My Profile.
Select Save Changes.
Disable a User
If a user is no longer a member of your organization or their job duties have changed and they no longer need to login, their account can be disabled.
Navigate to Settings > Users or Settings > Network Users.
To disable a Network user: navigate to the organization their user was originally created in.
Search for and select the user whose account needs to be disabled.
Select the drop-down arrow on the far right of that user line.
Select Disable.
A confirmation message will appear. Select OK to confirm.
A message will confirm the account has been disabled and the user will be removed from the active user list.
Disabled users can be viewed by selecting the gear to the right of User Usage and selecting Include Disabled.
Enable a User
If a previously disabled user needs access again, their account can be re-enabled.
Navigate to Settings > Users or Settings > Network Users.
To enable a Network user: navigate to the organization their user was originally created in.
Select the gear to the right of User Usage and select Include Disabled.
Search for and select the user whose account needs to be enabled.
Select the drop-down arrow on the far right of that user line.
Select Enable.
Resend User Invitation
If a user's account invitation email expired before they could create a password and log in, administrators of your Kno2 Connected™ app may resend it.
Navigate to Settings > Users or Settings > Network Users.
To resend the invitation for a Network user: navigate to the organization their user was originally created in.
Search for and select the user who needs their invitation resent.
Select the drop-down menu on the far right of that user line.
Select Resend Invitation.
Select OK to confirm. A new invitation will be emailed to them. Invitations are good for 24 hours.
If the user does not receive the email, check spam/junk or quarantine folders.
If you think your email server might be blocking messages, ask to speak with a member of the Healthcare Network Services (HCNS) team. They can check the send trace to confirm.
Password Management
An administrator can reset a user's password if needed.
Navigate to Settings > Users or Settings > Network Users.
To reset the password for a Network user: navigate to the organization their user was originally created in.
Click on the drop-down list for that user.
Select Reset Password. The user will receive an email with a link to reset their password.
User Activity
Administrators of your Kno2 Connected™ app can view a specific user's activity, including the type of activity and the date and time performed.
Navigate to Settings and select Users or Network Users.
Select the drop-down arrow on the far right of that user line.
Select Activity.
On the left, All is selected by default to show all activity for a user.
Select other activity types on the left to filter by that type.
Select the desired date range.
Note: activity older than 30 days does not display unless a date range is selected.
Reset a User's MFA
If a user's MFA device is no longer available — for example, after switching phones or a lost device — an administrator of your Kno2 Connected™ app can reset MFA for them. The user will be prompted to re-enroll on their next login.
Prerequisites:
The person performing the reset must be an administrator for the organization.
The administrator completing the reset must have Enable 2-factor Authentication checked in their own user account.
The user requiring the reset must also have Enable 2-factor Authentication checked in their user settings.
If you are the only administrator for the organization and cannot access your own MFA device, ask to speak with a member of the Kno2 Healthcare Network Services (HCNS) team.
Navigate to Settings > Users or Settings > Network Users.
To reset MFA for a Network user: navigate to the organization their user was originally created in.
Search for the account requiring the reset.
Select the drop-down arrow on the same row as the user account information.
Select Reset MFA in the drop-down menu.
Select Confirm to trigger the reset.
If successful, a confirmation message will appear in the top right corner.
The user will be prompted to re-authenticate on their next login.
Once the user completes re-enrollment, the reset is complete.
No email notification is sent after an MFA reset. The user will simply be prompted to re-enroll during their next login.
Network Users
If your organization has multiple Kno2 Connected™ app accounts, the Network Users option allows administrators to manage user access across all connected accounts from a single location.
Navigate to Settings > Network Users to access this feature. Network administrators will see Network Users in their Settings menu instead of the standard Users tab. This broader access reflects administrative privileges across the entire network rather than a single account.
Ongoing management of Network Users must be completed in the Kno2 Connected™ app account that the user was originally created in.
Granting a user access to an organization:
Search for and select the user who needs access to an account in your network.
Select the drop-down menu on the far right of the user line.
Select Organization.
Type the name of the Kno2 Connected™ app organization, select the desired Role (User or Administrator), and their Primary Job Function for that location.
Select Add.
Toggle to the organization to manage the user's Send Permissions and Intake Rules for that location.
Repeat steps 4–6 for any additional accounts the user needs access to.
To remove a user's access to an organization, click the Delete button (trash bin icon) to the right of the organization name on the user's profile.
Troubleshooting: Network Users option not visible
If you cannot find the Network Users option in your Settings, ask to speak with a member of the HCNS team. If you do not see the Network Users option after the Kno2 HCNS team has confirmed you are a Network user:
Re-log into your account: Logging out and back in can often resolve visibility issues.
Clear your browser cache and cookies: Outdated cache data can disrupt functionality. Clear it and refresh your browser.