This article provides a detailed overview of the permissions and actions available to each user role—Agent, Leader, and Admin. Understanding these permissions ensures that each team member is equipped with the necessary tools and access level to perform their responsibilities effectively.
The table below outlines which functions are available for each role, giving you a quick reference to permissions in key areas such as Dashboard, Settings, Conversations, and Management.
Section | Features | Agent | Leader | Admin |
General Access | Dashboard | ✅ | ✅ | ✅ |
| Inbox | ✅ | ✅ | ✅ |
| 1-on-1s | ✅ | ✅ | ✅ |
| Conversations | ❌ | ✅ | ✅ |
| Quality Module | ✅ | ✅ | ✅ |
| Analytics Module | ❌ | ❌ | ✅ |
Settings | Notifications | ✅ | ✅ | ✅ |
| Integrations | ✅ | ✅ | ✅ |
| QA | ❌ | ❌ | ✅ |
| Org Chart | ❌ | ❌ | ✅ |
| Member Management | ❌ | ❌ | ✅ |
| Configurations | ❌ | ❌ | ✅ |
| Add/Edit Member or User | ❌ | ❌ | ✅ |
| Add/Edit Pipeline | ❌ | ❌ | ✅ |
| Add/Edit Tags | ❌ | ❌ | ✅ |
| Add/Edit Intent | ❌ | ❌ | ✅ |
| Add/Edit Streams | ❌ | ❌ | ✅ |
| Create/Edit Saved Searches | ❌ | ✅ | ✅ |
Appearance | Dark Mode | ✅ | ✅ | ✅ |
Support | Submit a Ticket | ✅ | ✅ | ✅ |
| Help Center Access | ✅ | ✅ | ✅ |
Conversation Tools | Flag Conversation Record | ❌ | ✅ | ✅ |
| Swap Conversation Speaker | ❌ | ✅ | ✅ |
| Pipeline Settings | ❌ | ❌ | ✅ |
| Add Comment on Conversation | ❌ | ✅ | ✅ |
Conclusion
We hope this guide provides clarity on the permissions associated with each user role. By aligning permissions with roles, we aim to ensure a secure and efficient experience for all team members, tailored to their specific responsibilities.
For further assistance or questions about permissions, please feel free to reach out to our support team.