Roles and Permissions

• A role defines the scope of the user’s work. Each role encompasses a unique set of permissions. Roles cannot be created or edited.

• A profile is a set of permissions, derived from a Conversational Cloud role. Profiles can be created and edited.

• Learn more about roles, permissions and default states by clicking here.

Agent

The following core permissions are included with the agent role and cannot be disabled:

• Ability for agent to change their name, password, regional settings and so on

• Ability to accept any chat or conversation request, within the agent’s maximum concurrency limit

• View information about their individual performance

• Learn more about the Agent role by clicking here.

Agent Manager

The following core permissions are included with the agent manager role and cannot be disabled:

• Ability for Agent manager to change their name, password, regional settings and so on

• View the status of the chat queue for all Agents in the queue health dashboard

• View detailed information about Agent performance and engagement activity in the Agent Manager BI dashboard

• Learn more about the Agent Manager role by clicking here.

Campaign Manager

The following core permissions are included with the campaign manager role and cannot be disabled:

• Ability for Campaign Manager to change their name, password, regional settings and so on

• View all Campaigns in the Campaign Builder

• View all visitors in the Agent Workspace

• View a snapshot of the performance of all your account’s Campaigns in the Campaigns Dashboard

• View detailed information on the performance of all your account’s Campaigns in the Campaign Manager BI dashboard

• Learn more about the Campaign Manager role by clicking here.

Admin

The following core permissions are included with the Admin role and cannot be disabled:

• Ability to change their name, password, regional settings and so on

• View all campaigns in the Campaign Builder

• View all visitors in the Agent Workspace

• View a snapshot of the performance of all your account’s campaigns in the campaigns dashboard

• View detailed information on the performance of all your account’s campaigns in the campaign manager BI dashboard

• Ability to configure the authentication server

• Ability to configure monitored domains

• View the web tag page

• Learn more about the Admin role by clicking here.

Customized Profiles

Brands are able to create profiles - customized permissions sets within roles. For example, within the Agent role, Senior Agent and Junior Agent profiles can be created, with permission sets enabled or disabled for each profile. For ease and usability, the Conversational Cloud creates a default permission set per role. Brands can customize these sets and also have the option to create new profiles that meet their specific structural business needs.

In addition to these configurable permission sets, there is a core set of permissions within each role that cannot be disabled. For the full list, refer to the tables below within each role (agent, agent manager, campaign manager & admins).

Multiple User Roles

To ensure small and medium-sized businesses also have flexibility within their user management capabilities, users can now be assigned more than one role. For example, a manager who also takes chats can be assigned both ‘agent manager’ and ‘agent’ roles and a campaign manager who also manages users and takes care of account administration can be assigned both ‘campaign manager’ and ‘admin’ roles.

Agent Manager Control

To further empower agent managers, there will be an additional option to grant this role limited user management permissions, including:

• Create /edit users of agent and agent manager roles within their group’s structure

• Create /edit agent groups within group’s structure

• Create /edit agent and agent manager’s profiles

• Create /edit skills

To create or customize a profile

1. In the user tab, select add profile. The edit profile screen will appear.

2. Select the role the profile will sit within: agent, agent manager, campaign manager or admin.

3. Give the profile a name, e.g. senior agent manager and add a description (optional).

4. The permissions assigned to the role will appear automatically enabled. Switch the toggles off to disable individual permissions.

5. To return the profile to the default permissions set, click restore defaults.

6. Save the profile.

To create a user and assign a profile

1. On the users list, click add user at the bottom of the page.

2. Type in the user’s details.

   • Login name

   • Email address

   • User’s name

   • User’s nickname (this is the name that will be displayed to visitors in a chat)

3. Under assignment, select the profile(s) that apply to the user. Up to four profiles can be selected, but only one from within each role.

4. Set the maximum number of chats that the user can accept at any given moment. Consider your agent’s capabilities, the number of agents available, etc.

5. For visitors to be routed to the appropriate agent when they initiate a chat, assign the user a skill:

Agent Manager Considerations

• Select a skill from the menu by clicking the skills field and selecting an existing skill, or

• Create a new skill by typing in the name of the skill in the skills field 6. Set a password. Click save.

• Agents who are not assigned to skills can only accept chats originated by engagements that are not assigned to skills.