User Roles
Overview
As an administrator, you can edit the different permissions of chat agents in your organization by assigning user roles. This page guides you through the different user roles to help you know which is right for each of your users.
Admin
As the name implies, the Admin user role has access to everything in the system. This includes having access to Chat, Bot Management, Engagement, Testing, Reports, People, and Accounts. Admins also have access to manage users and to all of the settings in the Settings cog. Admins also have the permission to view all chats within the license -- and this set of seeing all chats in the license cannot be changed for Admin accounts.
Marketer
The Marketer user role is similar to the Admin user role; however, you can think of the Marketer role as an administrator of bots but not the Signals license. Unlike Admins, Marketers do not have the ability to delete chats; do not have access to the Users tab; cannot edit users; do not have access to the Integrations tab, and do not have access to the Admin Settings portion of the product. However, unlike most other user roles, Marketers have access to the Bot Management tab and the Testing tabs, allowing them to manage bots within the organization. They can also view and edit all of your license's Chat Settings and most of your license's Org Settings. Marketers also have the permission to view all chats within the license -- and this cannot be changed for Marketer accounts.
Sales/Customer Manager
As a Sales/Customer Manager you have permission to; View / Edit Contacts, Book meetings, Access/Delete Chats, and View / Edit Teams. The Sales/Customer Manager role is very similar to the Customer Support rep with 2 exceptions, (1) The ability to delete chats and (2) the ability to view and edit the teams function. While you may not want a Support Rep deleting their own chats, with the Sales Manager role you can review all your agent chats before any get deleted! With the ability to create and edit Teams you can add or even create a group of agents.
Calendar User
As seen indicated in the chart below the calendar user and the Customer support repair very similar, the main difference being the calendar user does not have access to chat. Weather it be a sales rep or manager this role allows the user to sill have an " Agent profile page " But will not allow the user or visitors to live chat with this user. While you may not be able to chat, you can still edit accounts/contacts as well as book meetings via link or agent profile page.
Chat User Roles (SDR, AE, Customer Support Rep)
As the names imply, the Support Rep User roles are designed mainly to only be chat agents. They can access conversations, view and edit contact information, and view and edit account information. They, like the other user roles, have access to the Reports tab, allowing them to see the performance of your organizations along with other agents. However, these users do not have access to the Bot Management tab, Testing Tab or any of the organization-wide settings (i.e., Company Profile, Chat Settings, Org Settings or Admin Settings).
Although there are several different types of user roles within the Chat User role (i.e., Sales Development Rep, Account Executive, Customer Support Rep, Sales Manager, Customer Support Manager, Calendar User), they all have the same permissions.
Additionally, while you as an Admin are assigning a Chat User role, you have the option to set the Chat Access for the user:
Below you can find what these different options mean:
- All chats: The user will be able to view and access all chats within the license
- Own chats only: The user will only be able to view chats that were routed directly to them. This means this user cannot claim any chats, but will only view and access chats that your bot directly routes to them. To learn more about chat routing, visit this support page (Bot Management / Logic / Routing)
- Own chats and empty ones: The user will have the same basic permission as the Own Chats Only permission; however, they will also be able to view and claim unclaimed chats. Once a chat is claimed, they will not be able to view it.
Permissions and User Roles Chart
| Admin | Marketer | Sales/Customer Manager | Customer Support Rep | Calendar User |
View / Edit Contacts | Yes | Yes | Yes | Yes | Yes |
View / Edit Accounts | Yes | Yes | Yes | Yes | Yes |
Book a meeting | Yes | Yes | Yes | Yes | Yes |
Access Chat | Yes | Yes | Yes | Yes | No |
Delete Chats | Yes | Yes | Yes | No | No |
View / Edit Teams | Yes | Yes | Yes | No | No |
Access Reporting / Overview | Yes | Yes | No | No | No |
Manage / Edit Bots | Yes | Yes | No | No | No |
Perform / View Bot Tests | Yes | Yes | No | No | No |
Create / Manage Users | Yes | No | No | No | No |
Manage Integration | Yes | No | No | No | No |
Access Admin Settings | Yes | No | No | No | No |
