Engage Digital | Managing roles and permissions
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Agent configuration
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Teams
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Roles and permissions
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Presence statuses
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Agent capacity
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Channels
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Communities
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Messaging variables
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Messaging notification templates
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Messages
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Categories
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Channel groups
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Routing strategies
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Rules
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AI engine
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Custom fields & identity tags
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Reply assistant
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Email templates
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Account settings
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Security settings
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Business hours
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Notifications
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Audit log
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Extensions
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.
Also, you will not be able to modify a role if the role has one or more permissions that do not exist on your role. This means that you cannot grant permissions for actions which you cannot perform yourself. The exception to this rule is when the other role has advanced analytics or cobrowsing permissions that you do not have, but the feature itself is deactivated on the platform. In that case, the permission will not be considered.
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, he or she 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. Navigate to Users > Roles & permissions in the left-hand navigation bar.
2. Hover over the role and click the Edit or the pencil icon that appears at the far right.
3. Enter a Label to rename the role, or leave the default.
4. Place a check mark in the boxes for each permission that you want the role to grant.
5. Remove a check mark in 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 does mean that you need to make sure to enable all the desired permissions for that role.
1. Navigate to Users > Roles & permissions in the left-hand navigation bar.
2. Click Add in the upper right hand corner.
3. Enter a Label to name the role.
4. Place a check mark in the box for each permission that the role will grant.
5. Click Save.
Roles and permissions configuration settings
Now that we’ve reviewed how to update or create a role, let’s review each of the permission settings you’ll find in the Roles & permissions configuration page.
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 edit an intervention that was opened by the agent, by reassigning it or editing its categories.
- Edit all conversations: Grants permission to edit the case of any agent, by reassigning it or editing its categories.
- 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 the Routing mode and receive interactions.
- Search contents: Grants permission to an agent to see the search bar in the Inbox view and use it to query contents for channels which he/she has read permission on.
- Reopen a thread: Grants permission to an agent to reopen a previously closed message thread.
- Impersonate agent: Grants permission to an agent to impersonate (to 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 which they have read permission on.
- 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 to assign a message to) by seeing a blue indicator next to the names of connected agents.
- View identities: Grants permission to an agent to view client identity information in read-only access by clicking clients’ avatars or names. To edit the client identity, the agent must have the 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 permissions to an agent to initiate a cobrowsing session with the customer.
- Print threads: Grants permission to an agent to print a message thread.
- Use Escalate to Video: Grants permission to use the Escalate to Video feature. When this permission is enabled, the agent can create a video call with a customer via RingCentral Video. The agent can access this feature while engaged with a customer by clicking on the customer message then clicking Escalate to Video.
The agent needs to have a RingCentral account and access to RingCentral Video to create the video call.
- Use Ask an Expert: Grants permission to use the Ask an Expert feature. When this permission is enabled, the agent can quickly consult an Engage Digital expert about a customer concern via RingCentral app. The agent can access this feature while engaged with a customer by clicking on the customer message then clicking Ask an Expert. The agent is also given the option to share part of the conversation with the Engage Digital expert to provide context to the customer’s concern.
If you want to use Ask an Expert but its checkbox is missing from the Roles and permissions configuration page, contact your CSM for help with setting up this feature. The agent needs to have a RingCentral account and access to RingCentral app to converse with Engage Digital experts.
- 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 an existing agent with equal or lesser permissions.
- Manage agents of my teams only: Restricts the agents you can manage to those of the agents on a team where you are the team 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 client identity information by clicking their avatars or names, and editing their content.
- 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 less or as many permissions as him/her. 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.
- Edit a channel: Grants permission to edit existing channels.
- 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.
- Manage survey: Grants permission to access Digital > Surveys to create, edit, and delete customer satisfaction surveys. The Customer satisfaction surveys 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 have been created for the Chat menu items to become visible 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 have been created for the Messaging menu items to become visible in the interface.
- Manage routing mode configuration: Grants permission to access Routing > Routing to create, edit, and delete routing strategies. 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 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 sent to SFTP servers. 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 Rules engine.
Statistiques / 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 view the interactions assigned to the teams that the agent supervises only. The agent needs to be a team leader to be able 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.
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 with the two advanced analytics permissions to control what level of access is 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 only the data for 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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