Creating Custom Roles and Assigning Agents
Using Roles and Permissions
Here is how you can use roles and permissions to streamline your chat account:
Align roles with your team
Create new agent roles like team lead, QA, analyst and align them with your company structure.
Multiple team management
Customers that support multiple teams can limit chat access in their department.
Limit agent activity
Restrict agents to chat only and block access to other features.
Creating custom agent roles
You can create your own agent roles or create a new role on any of the predefined agent roles. You can also clone, edit the roles like staff, team leader or advisor.
While creating custom agent roles, you can choose from the list of permissions that defines what agents can do.
Assigning custom roles to agents
Assign custom roles to an agent by editing the profile or assigning roles to multiple agents at the same time.
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