Claim users to your organization (“convert” users) – Webex
You might be able to claim users who belong to other Control Hub organizations into your own organization if those users signed up for a personal Webex account using an email domain that you own and if those users also belong to other Control Hub organizations. Individuals have the option of maintaining their individual accounts by providing a unique email address when interacting with your website.
*Please refer to Step 4 for additional details regarding the delayed claim option.
Read this before you try to claim users:
1 Before claiming users, make sure that directory synchronization in the Directory Connector has been disabled.
In the event that you do a synchronization and the claimed users are not present in your directory, the process of synchronization may result in the deletion of the claimed users. After you have claimed users, we strongly suggest that you test with a synchronization using a dry run.
2 Verify your domains in Control Hub so that you can claim any users whose accounts utilize those domains in their email addresses. This will allow you to better manage your user base.
You are not need to claim ownership of the domains in order to take control of the users. For a more comprehensive explanation, see Manage your domains.
3 Make a decision regarding whether or not users will be able to transfer content from their old accounts to their new accounts.
To make migration possible, you must first enable the setting on the Organization Settings page that says Allow users to bring their Webex discussions with them.
If you choose to enable this feature, Webex will use the delayed claim procedure to identify users whose material is suitable for migration if you choose to do so.
Only individual Webex accounts can utilize this particular functionality. It is possible to move a user from one enterprise organization to another, but you won’t be able to take their Webex discussions with them. When you remove your initial organization, all of the data that is linked with it, including data for all users, is deleted from the system in an irreversible manner. You will lose data such as messages and files sent through the Webex App, along with all of the data associated with Webex Meetings, such as Webex Meetings URLs and recordings of meetings.
4 If you provide users permission to bring their own content, you have the option of claiming it using one of the following methods:
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Immediate claim—Webex immediately adds the accounts to your organization, allowing you to immediately begin managing the accounts and assigning licenses to them. When users check in for the next time, they will have the option to choose what happens to their previous user account.
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Delayed claim—Users have fourteen days to make a decision on the migration of their Webex conversations from their old account to their new account. In the event that they do not come to a resolution within the allotted time frame of 14 days, Webex will relocate their accounts as well as any Webex chats to your organization. You have the option of turning off the delayed claim feature for users if you do not want them to take their Webex discussions with them.
Users do not automatically qualify for the delayed claim option. If you claim users who belong to one of the following organizations, those users will not have access to the delayed claim option, and they will also have their content removed if you do so.
- Users in organizations created after May 5, 2020. For more information, see New Webex Data Center for North American Region.
- Users in enterprise organizations.
- Users in the consumer (free) organization.
5 Pick one of the following approaches to assert ownership over users:
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Method 1: Claim Users—Displays a list of external users—up to 250 in total—that you can claim as belonging to your business.
If there are more than 250 users to claim, export the CSV file, and then follow the instructions in Method 2: In order to proceed with the user claiming procedure, you will need to claim users using a CSV file.
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Method 2: CSV File Add or Modify Users—Creates a CSV file that exports all users that are not part of your organization and can be claimed by you. You can choose who you want to claim by editing the CSV file that is provided.
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Method 3: Manually Add Users—Add up to 25 unique email addresses or user identities for users whose accounts you want to claim individually.
Method 1: Claim users
You have access to a list of other users whose accounts you can take ownership of. It is recommended that you export the list to a CSV file if there are more than 250 users who are eligible for the promotion.
1 Claim users by logging into Control Hub at https://admin.webex.com, navigating to the Users menu, clicking the Manage users button, and then selecting the Claim users option.
2 Click the Next button after you have chosen the users whose accounts you wish to claim.
3 Adhere to the instructions provided by the wizard to add services for the users. Webex will hand out licenses to new users if you have automatic license assignment turned on and are using it.
4 Make sure that the I acknowledge that claiming these users will have a long-term impact on my account and I consent to proceed with the tick box.
5 Click Add Users.
Method 2: Bulk add or modify users with CSV file
If you have a large number of users to claim, you might find it helpful to make bulk changes to them as you go. Claimable users can be exported to a CSV file, where they can be edited before being reimported as claimable users using the CSV format.
If you want to change from instant claim to delayed claim for a user, you will need to export a different CSV file after enabling or removing the setting that allows users to bring their Webex discussion with them. This will allow you to move between immediate claim and delayed claim.
1 Navigate to https://admin.webex.com and log in to the Control Hub. Under Users, select the Manage users button.
2 Select CSV Add or Modify Users from the drop-down menu.
There is a possibility that a pop-up will appear asking you to confirm that you are aware Webex will send activation emails to these people. You have the option to go back and deactivate these invitations sent out automatically.
3 Click the Export button, then select Users outside my organization from the drop-down menu to export the CSV file.
4 If necessary, make changes to the users listed in the CSV file.
5 To upload the CSV file, click the Import button, and then click the Next button.
If you choose to make use of Webex’s automated license assignment feature, then licenses will be automatically assigned to these imported users.
6 (Optional) You are able to monitor the status of the import that is currently taking place.
Method 3: Manually add users
You are able to individually add individuals by providing their email addresses, which is useful if you want to claim more than one user’s account.
1 Go to Users in Control Hub, click the Manage Users button, and then select the option to Add Users Manually.
2 Choose the method by which you will submit the user details:
- Choose Email address, then enter up to 25 distinct email addresses, separating each address with a comma.
- You can enter up to 25 names and email addresses after selecting the Names and Email address option.
When you have your list, proceed by clicking the Next button.
3 Click the Confirm Adding button.
4 To add services for these users, follow the on-screen instructions provided by the wizard.
When you enable automated license assignment, Webex will take care of allocating licenses to newly registered users on its own.
5 Verify that the I acknowledge that claiming these users will have a long-term impact on my account and I consent to proceed with the tick box.
6 Click Add Users.
What to do next
If you have previously disabled Directory Connector, you are required to do a test run before enabling synchronization again. Before doing the subsequent full synchronization, it is strongly suggested that you extract the entire list of (claimable) users from the CSV file and add them to your directory.
Users who have been claimed by you in Webex but do not have accounts in your directory will be marked as inactive after the next full synchronization occurs. After a period of 30 days, inactive users’ accounts are removed and they are unable to check in. If Webex identifies users as inactive, you will need to create user accounts for those users in your directory and then run a synchronization on the directory. After that, the users can log in to the Webex App in order to prevent their accounts from being erased.
You are free to return to the people tab at any time after selecting people to claim in order to view any users who currently have a Delayed Claim status. When you click on a user, Webex will show you how many days are left till they are officially a part of your company.
Claim filed belatedly Before you can manage the users’ accounts, the users must first determine what to do with their old accounts. You have the option of sending them a notification by email, or you may wait until the 14-day period is up.
Retract claim for a user
When you withdraw your claim on a user, that user is returned to the organization they were a part of before, and they maintain the status they had before.
You have the ability to retract a claim as long as the user has not yet signed in (which activates their account in your organization) and as long as it has been less than 14 days since the claim was made.
Users in your organization who have already claimed a domain won’t have access to the ability to retract their claim after that domain has been claimed.
The following table provides an overview of some of the factors that determine whether or not a user claim can be retracted:
Conditions |
Can I retract claim from delayed-claimed user? |
Can I retract claim from immediate-claimed user? |
---|---|---|
The user has successfully logged in and chosen an option. |
✖ No |
✖ No |
The user has not yet authenticated themselves within the system.
There have been 14 days passed ever since the claim was made. |
✖ No |
✖ No |
User has not yet signed in to the system. The alleged event occurred less than a week and a half ago. |
✔ Yes |
✔ Yes |
Before you begin
If you want to remove the claim for a user that shares the same domain as your organization, your organization can’t already have that domain claimed in Control Hub. You can temporarily release the domain, remove the user, and then claim the domain once more if you already have it claimed.
1 Go to the Users section of the Control Hub (https://admin.webex.com) and then sort the list by Status.
2 Based on the method by which you claimed the user, select one of the following options:
- Delayed-claimed users—Choose a user who is currently logged in with the Delayed Claim status, and then click this link.
- Immediate-claimed users—Simply pick “Retract User Claim” after clicking the More button that appears next to a recently claimed user.
Users who immediately reported to have been scammed had the status of Not Verified.
3 Select the Retract option.
Claimed user’s experience
When you claim a user, Control Hub will send an email message to the user, which includes the following:
After that, the user will have the option to decide what to do with their previous account before transferring to your company. The user has the ability to select one of the following alternatives, depending on how the user was claimed:
Immediate claim
Users who made an immediate claim have two choices available to them, which are as follows:
- You should change your email address but keep the same account.
- The original account should be deleted.
Delayed claim
Users who have the Delayed claim status have the following three alternatives available to them:
- You should change your email address but keep the same account.
- Move the stuff from the old account over to the new one.
- The original account should be deleted.
You will be able to tell if another organization has claimed a user from your organization by looking at the person’s email address and seeing that it ends in.convert-user.local.
Users who belong to other organizations can’t be deleted for any reason. After customers make a decision regarding what to do with their old accounts, their status is brought up to date automatically.
Frequently asked questions
Do all claimed users show up as Active in my organization?
Claim users have the same standing in their current company as they did in their prior one. If a user’s status was Not Verified in their prior organization, for instance, and you move that user into your organization, their status will also be Not Verified in your company.
Does my organization’s retention policy apply to claimed users when they migrate their content?
The retention policy of your business does, in fact, apply to any and all of the users’ spaces and content that you claim.
What happens if a delayed claim user takes no action during the 14-day period?
A user will remain in Delayed Claim status until such time as they make a decision regarding their previous account. Within 14 days, if the user does not take any action, Webex will migrate the user’s account as well as any previous content they have stored on Webex into your company.
How do I check the status of my claimed users?
To view the users who have claimed membership in your organization, open the Users tab. Users who have had their claims immediately validated appear in the new organization with the same status that they held in their old organization. Users with a delayed claim status can have that status for a maximum of fourteen days. This indicates that they will still have the ability to select how to proceed with their previous account.
Why don’t I see some users with my organization’s domain in the list of eligible users to claim?
- A single sign-on (SSO) system prevents you from claiming a user from a company or other entity.
- A user from a domain that has already been claimed by another organization cannot be claimed by you. despite the fact that you have already confirmed this domain within your organization. For a more comprehensive explanation, see Manage your domains.
- When an organization employs directory synchronization, you are unable to claim a user from that company.
What happens if the user signs in to their account after the claim has happened? Does the administrator still get to retract the claim?
You are unable to revoke the claim once the user has signed in to the service.
How do I locate the exact set of users that are eligible to retract the claim?
Use Status as a filter on the user list.
Can the organization that I’m claiming a user from retract a claim that my organization made?
The organization that started the process of making a claim is the only one that has the ability to withdraw the claim.
Can I retract the claim from users in bulk?
No. You are able to withdraw the claim for each user who was affected.