Users represent those interacting in the platform, including agents, supervisors and administrators. As an administrator, you must first create an account, add users, and assign permissions to those users. To learn more, visit Intro to roles and permissions
Admins can manage roles and permissions via Users in the left-hand navigation bar. Here, you can designate user roles, organize users by teams, and ensure each user has the necessary permissions to perform tasks. You can also assign roles for users either with a default set of permissions or by creating a customized set of permissions for a particular role.
Besides role-based permissions, you can also modify channels. Channels refer to the various digital channels that are managed within the platform, like Facebook or Instagram. Once permissions are enabled for a particular channel, it gives the agents and supervisors access to read or reply to customer messages and perform other action items for that digital channel.
In addition to enabling permissions, please note that users will also need a company identity mapped to them to be able to respond to messages from channels. For more information, visit Managing agent identities.