User Sync is a Mio feature that allows users to chat cross-platform in direct messages. Please note that this is different from Channel Sync, which allows users to send cross-platform messages in channels or spaces.

It is important to determine your user's Primary Platform prior to beginning User Sync.

A Primary Platform is the platform that your end user prefers to communicate on. If you select Slack, the assumption is that you will use Slack primarily to send messages.

A Secondary Platform is the platform to which the messages will be sent. This is the platform that is used with less frequency, if at all. If you choose Teams, the assumption is that you rarely use your Teams account to send messages, but need to message users who are Teams primaries.

Choosing a primary platform is crucial as this tells Mio where to watch for outgoing messages. Though users will still be able to access their secondary platform, messages sent via their secondary platform will not show up on that same user's primary platform.

For example, if a user choses Webex as primary and Slack as secondary, they will still be able to log into Slack to send messages. But, these messages will not show up in the user's Webex account.

If you have not done so already, refer back to the onboarding guides for your specific platform to ensure your settings are configured correctly and teams are imported before continuing.

Once you have connected your platforms in the Mio Hub, you are now able to start syncing users for direct messaging.

Sign in to the Mio Hub if you haven't already at https://m.io.

Click on User Sync in the left sidebar.

If you see a drop-down list under the column titled Primary Platform, Mio has detected that the user exists on multiple platforms.

You will need to select the correct primary platform for that user.

If you do not see a drop-down list for a user's primary platform, that means Mio has detected that this user exists on only one platform and has default selected the platform for you.

Determine each user’s Secondary Platform. You will select this in the column labeled Secondary Platform Sync.

Click the [Platform] 🔄 button under the second column to begin syncing a user on their Secondary Platform.

Depending on whether the user has an account on their Secondary Platform, one of several messages may appear. Confirm your selection in the pop-up that appears.

You may skip ahead to the next step, or read on to understand more about the specifics of each option. For more information on each type of sync, please refer to the linked articles.

If the user has an existing account on their Secondary Platform, they should sign in to their Primary Platform and find the message from the Mio app and finish the syncing process.

If the user does not have an existing account on their Secondary Platform, you are finished once the 🔄 sync icon turns into a ✔️ check mark.

Congratulations! You have successfully synced your users. They will now be able to send cross-platform direct messages to anyone in your organization that is also synced.

After pressing the Sync icon, you may notice that the icon next to each platform name changes. You can find out what these symbols mean by hovering over the information icon next to the Secondary Platform Sync column title.

Maybe an employee has left your organization, or their communication habits have changed. Follow these steps to break all syncs and reset the user’s Primary and Secondary Platforms.

Find the user you want to reset and click the three-dot icon.

Step 2

Select Reset user or Remove user. Agree to the prompt that appears in order to confirm your decision.