Engage Digital | Assigning roles to agents

Roles allow you to manage permissions in the platform. Each user is assigned a predefined or custom role, which consists of a defined set of permissions. There are two types of permissions:
  • Permissions linked to roles: These types of permissions are for agents to act on various channels such as deleting a thread or blocking users. These permissions also include actions that can be taken on the platform, such as administrative functions like creating or disabling agents.
  • Permissions linked to channels: These types of permissions are configured for each agent. These permissions correspond to the message actions the agent can take for a particular channel. These include reading a message, replying to a message, and starting a discussion. For more details on permissions, see Updating agent permissions.

Default and custom roles

  • Administrator: This role grants permissions suitable for an administrator.
  • Agent: This role grants permissions suitable for an agent.
  • Supervisor: This role grants permissions suitable for an agent.
  • Quality analyst: This role grants permissions to view messages or events.
Note that the names for these roles may be different if your admin has changed them. You can also define other custom roles as needed for use in the platform. When modifying roles, you will not be able to modify a role if the role has one or more permissions that do not exist on your role.

Updating roles

1. Navigate to Users > Agents in the left-hand navigation bar.
2. Locate or search for the agent.
3. Hover over the agent and click the Edit pencil icon that appears at the far right.
4. In the Settings section, select a Role from the dropdown menu.
5. Click Save.

Role configuration settings

  • Role: Use this field to select one of the predefined roles in the platform, or a custom role. You can view the permissions defined for each of these roles by navigating to Roles and Permissions under Users.
    • Administrator: Selects a predefined role with permissions suitable for an admin.
    • Agent: Selects a predefined role with permissions suitable for an agent.
    • Manager: Selects a predefined role with permissions suitable for a supervisor.
    • Quality analyst: Selects a predefined role with permissions to view messages and events.
    • <custom_role>: Selects a custom role defined in Users > Roles and Permissions.
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