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Agents Access Levels (Roles)

A guide on how to add agents and determine their access levels.

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Transcript

Managing your team effectively starts with assigning the right roles to each agent. Roles define what an agent can or cannot do inside your workspace. By setting the right access levels, you ensure security, accountability, and smooth collaboration across your team. The table below provides a breakdown of each role and its corresponding permissions:

Role Access
Owner Has complete access, including billing
Admin Has all access except billing. Also has the ability to jump into each agents chats and have visibility on all conversations
Salesman Can see the Queue screen and Chats screen. Can see chats that are assigned to him/her and his/her team along with chats on the queue where they can be reassigned.
Salesman (Limited) Can see only the Chats screen. Can see the chats that are assigned to him/her and his/her team only.

Roles or Access Levels

To set this up, refer to the following articles:

How to Create an Agent

How to Create a Team

Keywords: Agent roles, Access levels, Team management, User permissions, Owner role, Admin role, Workspace permissions.


Agents Access Levels (Roles)

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