Manage role setup

This tutorial refers to Userlike’s live chat product. For Userlike’s Unified Messaging tutorials, click here.

Introduction

Roles allow you to manage the permissions for a set of Operators at once. You can customize these capabilities for most roles. We provide you with what we believe to be sensible default capabilities for each role, but you can override most choices if they don't suit your workflow. Below we explain which Operator roles we provide, what their default capabilities are as well as if and how you can adapt them to your use case.

Topic Description
Existing capabilities Overview of the access options for Operators in the Dashboard.
Default role capabilities Overview of the default capabilities for each existing role.
Editing roles How to customize our default roles' capabilities.

Existing capabilities

Currently we distinguish the following capabilities, which an Operator can have in the Userlike Dashboard:

Capability Description Values
Company Whether Operators can access and edit the basic company details. OFF | READ | WRITE
Roles Whether Operators can access and edit existing roles. OFF | READ | WRITE
Audit log Whether Operators can access the audit log. OFF | ON
Organizations Whether Operators can access and edit existing organizations, or create a new one. OFF | READ | WRITE
Config chat Whether Operators can access and edit existing Chat Widgets, macros, topics and other chat-related settings. OFF | READ | WRITE
Config Operator Whether Operators can access and edit settings of other Operators apart from their own. OFF | READ | WRITE
Config addons Whether Operators can access and enable third-party addons for their organizations. OFF | READ | WRITE
Messages Whether Operators can access and edit stored chat transcripts and offline messages. OFF | READ | WRITE
Chat Panel Whether Operators can access the Chat Panel and chat with Webvisitors. OFF | ON
Analytics Whether Operators can access the Analytics section and configure own Dashboard views. OFF | READ | WRITE
Notifications Whether Operators will receive chat event notifications. OFF | ON

Depending on your chosen plan, not all of these capabilities may have an effect. For example, only customers on our Custom product are allowed to have more than one organization, so your Operator might not be able to create a new one even though he has the required capability.

Default role capabilities

We have pre-configured all existing roles with sensible defaults. Learn the standard capabilities and their possible modifications for each role.

Owner role

The Owner is the mightiest of roles: it is created when you first register your Userlike account. It cannot be customized and by default has all capabilities enabled.

Manager role

After the Owner, the Manager is by default the most powerful role. It can, however, be completely customized to your needs:

Capability Customizable Default value Alternative values
Company Yes WRITE OFF | READ
Roles Yes WRITE OFF | READ
Audit log Yes ON OFF
Organizations Yes WRITE OFF | READ
Config chat Yes WRITE OFF | READ
Config Operator Yes WRITE OFF | READ
Config addons Yes WRITE OFF | READ
Messages Yes WRITE OFF | READ
Chat Panel Yes ON OFF
Analytics Yes WRITE OFF | READ
Notifications Yes ON OFF

Admin role

The Admin role by default is still powerful enough to manage different Operators or Chat Widget settings:

Capability Customizable Default value Alternative values
Company No OFF None
Roles No OFF None
Audit log Yes OFF ON
Organizations No OFF None
Config chat Yes WRITE OFF | READ
Config Operator Yes WRITE OFF | READ
Config addons Yes WRITE OFF | READ
Messages Yes WRITE OFF | READ
Chat Panel Yes ON OFF
Analytics Yes WRITE OFF | READ
Notifications Yes ON OFF

Staff role

By default, the Staff role can chat with Webvisitors and access stored Chat Transcripts. You can empower this role within certain limits:

Capability Customizable Default value Alternative values
Company No OFF None
Roles No OFF None
Audit log No OFF None
Organizations No OFF None
Config chat Yes READ OFF | WRITE
Config Operator Yes READ OFF | WRITE
Config addons Yes READ OFF | WRITE
Messages Yes WRITE OFF | READ
Chat Panel Yes ON OFF
Analytics Yes OFF READ | WRITE
Notifications Yes ON OFF

Analyst role

The Analyst role is very similar to the Staff role. Conversely to the Staff role, though, the Analyst can access Analytics data but not chat with Webvisitors. You can empower this role within the same limits as the Staff role:

Capability Customizable Default value Alternative values
Company No OFF None
Roles No OFF None
Audit log No OFF None
Organizations No OFF None
Config chat Yes READ OFF | WRITE
Config Operator Yes READ OFF | WRITE
Config addons Yes READ OFF | WRITE
Messages Yes OFF READ | WRITE
Chat Panel Yes OFF ON
Analytics Yes WRITE OFF | READ
Notifications Yes ON OFF

Agent role

Apart from the Owner, the Agent is the other special role we offer: it only has access to the Chat Panel and cannot be customized. Use this role for all Operators that only have to chat with your Webvisitors and don't require no access to the Dashboard.

Editing roles

If your Operator has the capability to customize the roles we provided (Owner and Manager, by default), you can edit these in the "Config" section. Here you see all existing roles and the capabilities they currently have. Let's customize the Analyst in an example:

We want our Analysts to also be able to chat with Webvisitors, so we grant them the capability "Chat Panel" and then update the settings:

Below we are back to the role overview where we find our Analyst role now reflecting the changes we just made:

Please note that only the Owner can edit the Manager role. As a Manager, the role overview will look as follows, with no edit button for the Manager role: