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Managing roles and permissions

Last updated on November 10, 2022

Table of contents

There are certain limitations that may affect your ability to modify a role. When modifying roles, you must have the Admin - Manage agents > Manage roles permission.
 
You won’t be able to modify a role if the role has one or more permissions that do not exist for your role. This means that you can’t grant permissions for actions which you can’t perform yourself. The exception to this rule is when the other role has advanced analytics or co-browsing permissions that you do not have, but the feature itself is deactivated on the platform.

About extensions and settings

While permissions determine which actions individual users can take, the extensions you configure in Settings > Extensions control the overall enablement of certain features in the platform, such as the reply assistant, customer satisfaction surveys, and automatic exports. Other features, such as Routing mode, are controlled by a setting in Settings > Account settings. 
 
For a user to access and use a feature in the platform, they must have the necessary permission, and if an account-level setting exists for enabling the feature as a setting or extension, the feature must be enabled.

Updating an existing role

  1. Go to Users > Roles & permissions in the left navigation bar.
  2. Hover over the role and click the Edit (pencil) icon that appears at the far right.
  3. Enter a Label to rename the role, or leave the default.
  4. Check the boxes for each permission you want granted to a role. 
  5. Uncheck the boxes for permissions that you do not want granted.
  6. Click Save.

Creating a custom role

By default, a newly created role has all its permissions unchecked. This prevents you from accidentally enabling unwanted permissions. This means that you need to make sure to enable all the desired permissions for that role.
  1. Go to Users > Roles & permissions in the left navigation bar.
  2. Click Add in the upper right corner.
  3. Enter a Label to name the role.
  4. Check the box for each permission you want granted to a role.
  5. Click Save.

Roles and permissions configuration settings

Messages

  • Approve contents: Grants permission to an agent to approve the contents of a message.
  • Assign conversation: Grants permission to an agent to assign a message to another agent.
  • Block users: Grants permission to an agent to block the author of a message.
  • Certify or promote contents: Grants permission to an agent to promote content using the Like and Retweet features (on compatible channels only).
  • Close a thread: Grants permission to an agent to close a message thread.
  • Mute users and threads: Grants permission to an agent to mute authors or discussion threads.
  • Edit own conversation: Grants permission to an agent to reassign or edit the categories of a case that they opened.
  • Edit all conversations: Grants permission to an agent to reassign or edit the categories of a case opened by any agent.
  • Publish contents: Grants permission to an agent to publish or unpublish content.
  • Defer content publication: Grants permission to an agent to schedule a post to be published at a certain time.
  • Receive interactions: Grants permission to an agent to access Routing mode and to receive interactions.
  • Search contents: Grants permission to an agent to see the search bar in the Inbox view, and to use it to query contents for channels for which they have Read permission.
  • Reopen a thread: Grants permission to an agent to reopen a previously closed message thread.
  • Impersonate agent: Grants permission to an agent to impersonate, or act as, another agent who has equal or lesser permissions.
  • Delete a thread: Grants permission to an agent to delete a message thread.
  • Use emojis: Grants permission to an agent to use emoji symbols in the message editor while composing a message.
  • View inboxes: Grants permission to an agent to access the Inbox view and see folders querying channels for which they have Read permission.
  • View my audit log: Grants permission to an agent to view the events in the agent’s own audit log.
  • View present agents: Grants permission to an agent to view other agents’ availability (when selecting an agent as a message assignee) by displaying a blue indicator next to the names of connected agents.
  • View identities: Grants read-only permission to an agent for client identity information that is accessible by clicking clients’ avatars or names. To edit client identity information, the agent must have Edit an identity permission.
  • View history on identity card: Grants permission to an agent to view the history of cases and messages related to customer identity.
  • Use cobrowsing: Grants permission to an agent to initiate a co-browsing session with the customer.
  • Print threads: Grants permission to an agent to print a message thread.
  • Use Switch to Video: Grants permission to an agent to use the Switch to Video feature. When this permission is enabled, the agent can create a video call with a customer via RingCentral Video. 

    To create a video call, the agent needs to have a RingCentral account and access to RingCentral Video.
  • Use Ask an Expert: Grants permission to an agent to use the Ask an Expert feature. When this permission is enabled, the agent can quickly consult an Engage Digital expert via the RingCentral app about a customer concern.

    Contact your account manager to set it up if the Ask an Expert checkbox is missing from the Roles and Permissions configuration page. The agent needs to have a RingCentral account and access to the RingCentral app to converse with Engage Digital experts.
  • Use Agent Assist: Grants permission to an agent to see Agent Assist suggestions.
  • Reply with assistant: Grants permission to an agent to use reply assistant entries when composing a message reply.
  • View surveys answers: Grants permission to an agent to view customer satisfaction scores on cases, make a search using the satisfaction and satisfaction_in queries, and see content from folders based on those requests.

Admin - Manage agents

  • Invite an agent: Grants permission to invite new agents to join the platform.
  • Create an agent: Grants permission to create new agents through the API. 
  • View agents: Grants permission to view the list of agents in Admin > Users > Agents. 
  • Edit an agent: Grants permission to edit the profile of an existing agent with equal or lesser permissions.
  • Manage agents of my teams only: Restricts the agents whose profiles you can manage to those teams of which you are the leader. The related permissions that you can enable are Create an agent, Impersonate agent, Invite an agent, View agents, and Edit an agent.
  • Manage identities: Grants permission to access Digital > Identities to control identities, view and edit client identity information, and import and edit identities.
  • Edit an identity: Grants permission to access and edit client identity information by clicking their avatars or names.
  • Manage teams: Grants permission to access Users > Teams to create, edit, and delete teams.
  • Manage roles: Grants permission to access Users > Roles & permissions to create, edit, and delete roles with fewer or as many permissions. To delete a role, no agents should have that role assigned to them.
  • Manage own notifications: Grants permission to access Settings > Notifications to select which events will send a notification to the mail address in the agent’s profile, as well as to enable or disable browser interaction notifications (if Routing mode is enabled).

Admin - Manage messages

  • Manage categories: Grants permission to access Routing > Categories to create, edit, and delete categories.
  • Manage inboxes: Grants permission to access Routing > Inboxes to create, edit, and delete folders.
  • Manage custom notifications: Grants permission to access Settings > Notifications to implement alerts for specified user groups, based on queries and thresholds.
  • View communities: Grants permission to access Channels > Community profiles.
  • Create a community: Grants permission to create new communities.
  • Edit a community: Grants permission to edit existing communities.
  • View channel: Grants permission to access Channels > Channels.
  • Create a channel: Grants permission to create new channels. On certain domains, this permission is enabled by default in the default Administrator role to facilitate the self-service creation of channels.
  • Modify a channel: Grants permission to edit existing channels.
  • Manage Agent Assist: Grants permission to perform the Agent Assist configuration in Admin.
  • Manage surveys: Grants permission to access Digital > Surveys to create, edit, and delete customer satisfaction surveys. To use this permission the Customer satisfaction surveys extension must be enabled in Settings > Extensions.
  • Manage reply assistant: Grants permission to access Agent Tools > Reply assistant and Agent Tools > Reply assistant (groups) to create, edit, and delete canned responses and groups of canned responses. The Reply assistant extension must be enabled in Settings > Extensions.

Admin - Chat and routing mode

  • Manage Engage Chat configuration: Grants permission to view and access several Chat configuration menus under Channels to configure settings for Engage Chat targeting rules, visual library, and variables. An Engage Chat channel must exist for Chat menu items to appear in the interface.
  • Manage Engage Messaging configuration: Grants permission to access several Engage Messaging configuration menus under Channels to configure settings for Engage Messaging targeting rules, visual library, and variables. An Engage Messaging channel must exist for the Messaging menu items to appear in the interface.
  • Manage routing mode configuration: Grants permission to access Routing > Routing to create, edit, and delete routing strategies. To use this permission, the Settings > Account settings > Enable routing mode setting must be enabled.

Admin - Manage data

  • Export data: Grants permission to access Digital > Exports to generate manual exports that are sent via email.
  • View all events: Grants permission to access Settings > Audit log to view and search for audit log events.
  • Manage automatic export tasks: Grants permission to access Digital > Automated exports to create, edit, and delete automated export tasks that are sent to SFTP servers. To use this permission the Automatic exports extension must be enabled in Settings > Extensions.

Admin - Advanced parameters

  • Configure application: Grants permission to access Settings > Account settings to edit the general settings of the platform.
  • Manage identity tags: Grants permission to access Digital > Identity tags to create, edit, and delete identity tags.
  • Manage custom fields: Grants permission to access Digital > Custom fields to create, edit, and delete custom fields.
  • Manage email templates: Grants permission to access Agent Tools > Email templates to create, edit, and delete email templates.
  • Manage API access tokens: Grants permission to access Dev Tools > API access tokens to create, edit, and delete API access tokens, to allow you to notify your applications when an event occurs.
  • Add and remove extension: Grants permission to access Settings > Extensions to add or remove extensions in your account.
  • Edit extension settings: Grants permission to access Settings > Extensions to edit the settings of an extension.
  • Configure business hours: Grants permission to access Settings > Business hours to create or edit business hours or holidays.
  • Manage App SDK applications: Grants permission to access Applications > Installed apps and Dev Tools > Developer applications (SDK).
  • Access help center: Grants permission to access documentation by clicking your profile menu and selecting Need help?
  • Manage AI Classification Engine: Grants permission to access Routing > AI engine to create, edit, and delete auto categorization configurations for the AI engine.
  • Export an identity: Grants permission to export an identity from a client.
  • Anonymize an identity: Grants permission to anonymize an identity for a client.
  • Lock an identity: Grants permission to lock an identity, preventing its modification.
  • Manage rules: Grants permission to manage rules in the Rules engine.

Statistics / Supervision

  • View all stats: Grants permission to an agent to view all agents’ statistics.
  • View own stats: Grants permission to an agent to view their own statistics.
  • Monitor interactions: Grants permission to access the Agent > Supervision view, and to view the interactions assigned to all teams.
  • Monitor team interactions: Restricts an agent’s permission to access the Supervision view, and to view only the interactions assigned to the teams that the agent supervises. The agent needs to be a team leader to access supervision with this permission.
  • Access to Advanced Analytics: Grants permission to view Historical Reporting dashboards. 
  • Manage Advanced Analytics: Grants permission to manage Historical Reporting dashboards and the Analytical Designer.
Note: Engage Digital stores data in advanced analytics for a maximum of two years.

Setting permissions for advanced analytics

Advanced analytics include an Analytical Designer and Historical Reporting dashboards. The Access permission allows the user to view predefined dashboards, or view dashboards that were created by others.
 
The Manage permission allows the user to create or edit their own dashboards, and to edit or view dashboards that were created by others.
 
The View all stats and View own stats permissions work in conjunction with the two advanced analytics permissions to control the level of access granted to the Historical Reporting dashboards and Analytical Designer. When the View all stats permission is selected with these permissions, the granted permission allows the access or management of all data without a team limitation. 
 
When the View own stats permission is selected with these permissions, and that user is a team leader, the granted permission allows the access or management of the data for only that team. Otherwise, if the user is not a team leader, no advanced analytics menu options will be available for the user in Analytics.
 
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