How can we help you?
Roles and Permissions
The permissions of an organization’s agent are controlled from roles associated with their user profile.
A role can be assigned directly to a user, or indirectly from a user group.
Some roles require a subscription to a TEAM or BUSINESS plans. They are identified with an asterisk(*).
The following roles are available:
- Agent: Can view all non-archived conversations, reply to a conversation, add notes, but, cannot start a conversation with a contact.
- Super Administrator: The Super Administrator can control the entire organization and perform any action inside the agent portal.
- Administrator*: Can manage users and settings but cannot view conversations, or interact with conversations and contacts.
- Archivist*: Can view all conversations, add notes, but cannot reply or start a discussion with a contact.
- Agent Contact*: Can view all non-archived conversations, reply to a conversation, add notes, as well as start a discussion with a contact.
- Configuration Admin*: Can manage the settings pages (and cannot access any conversations).
- Mentor Agent*: Can view all non-archived conversations, reply to a conversation, add notes, but, cannot start a conversation with a contact or archive a conversation.
- Moderator*: Can review, approve or reject messages from conversations that have been reported for moderation.
- User Admin*: Can manage users.