Roles Tutorial

Introduction

Roles allow you to manage the permissions for several operators at once. Each role is defined through a set of capabilities. We chose sensible default settings for all roles, but you can override most choices if they don’t suit your workflow. Below we explain the operator roles at your disposal, their default capabilities as well as if and how you can adapt them to your use case.

TopicDescription
Existing capabilitiesOverview of the access options for operators in the Dashboard.
Default role capabilitiesOverview of the default capabilities for each existing role.
Editing rolesHow to customize our default roles’ capabilities.

Existing capabilities

Use the following capabilities to define the roles and access rights of your operators:

CapabilityDescriptionValues
CompanyWhether operators can access and edit the basic company details.OFF | READ | WRITE
OrganizationsWhether operators can access and edit existing organizations, or create new ones.OFF | READ | WRITE
Audit logWhether operators can access the audit log.OFF | ON
Chat settingsWhether operators can access and edit existing Widgets, macros, topics and other chat-related settings.OFF | READ | WRITE
RolesWhether operators can access and edit existing roles.OFF | READ | WRITE
Operator settingsWhether operators can access and edit settings of other operators apart from their own.OFF | READ | WRITE
Add-on settingsWhether operators can access and enable third-party add-ons for their organizations.OFF | READ | WRITE
AnalyticsWhether operators can access the Analytics section and configure own Dashboard views.OFF | READ | WRITE
NotificationsWhether operators can receive event notifications related to your messaging support.OFF | ON
Message CenterWhether operators can access the Message Center and chat with contacts.OFF | ON
Own conversationsWhether operators can view the “Mine” tab in the Message Center and reply to conversations assigned to them.OFF | ON
Unassigned conversationsWhether operators can view the “Unassigned” tab in the Message Center and assign conversations.OFF | ON
Conversations of othersWhether operators can view and re-assign conversations assigned to other operators.OFF | ON
All conversationsWhether operators can view “All conversations” in the Message Center and edit or delete conversations.OFF | READ | WRITE
Contact listWhether operators can view the “Contacts” section in the Message Center and update contact information.OFF | READ | WRITE

Depending on your product plan, not all of these capabilities may have an effect. For example, only customers on our Flex plan can have more than one organization. So, if you’re not on Flex, your operators won’t be able to create new organizations although they have the required capability.

Default role capabilities

We have pre-configured all existing roles with sensible defaults. Here you find 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:

CapabilityCustomizableDefault valueAlternative values
CompanyYesWRITEOFF | READ
OrganizationsYesWRITEOFF | READ
Audit logYesONOFF
Chat settingsYesWRITEOFF | READ
RolesYesWRITEOFF | READ
Operator settingsYesWRITEOFF | READ
Add-on settingsYesWRITEOFF | READ
AnalyticsYesWRITEOFF | READ
NotificationsYesONOFF
Message CenterYesONOFF
Own conversationsYesONOFF
Unassigned conversationsYesONOFF
Conversations of othersYesONOFF
All conversationsYesWRITEOFF | READ
Contact listYesWRITEOFF | READ

Admin role

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

CapabilityCustomizableDefault valueAlternative values
CompanyNoOFFNone
OrganizationsNoOFFNone
Audit logYesOFFON
Chat settingsYesWRITEOFF | READ
RolesNoOFFNone
Operator settingsYesWRITEOFF | READ
Add-on settingsYesWRITEOFF | READ
AnalyticsYesWRITEOFF | READ
NotificationsYesONOFF
Message CenterYesONOFF
Own conversationsYesONOFF
Unassigned conversationsYesONOFF
Conversations of othersYesONOFF
All conversationsYesWRITEOFF | READ
Contact listYesWRITEOFF | READ

Staff role

The Staff role can chat with contacts and access ended conversations. You can empower this role within certain limits:

CapabilityCustomizableDefault valueAlternative values
CompanyNoOFFNone
OrganizationsNoOFFNone
Audit logNoOFFNone
Chat settingsYesREADOFF | WRITE
RolesNoOFFNone
Operator settingsYesREADOFF | WRITE
Add-on settingsYesREADOFF | WRITE
AnalyticsYesOFFREAD | WRITE
NotificationsYesONOFF
Message CenterYesONOFF
Own conversationsYesONOFF
Unassigned conversationsYesONOFF
Conversations of othersYesONOFF
All conversationsYesWRITEOFF | READ
Contact listYesWRITEOFF | READ

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 contacts. You can empower this role within the same limits as the Staff role:

CapabilityCustomizableDefault valueAlternative values
CompanyNoOFFNone
OrganizationsNoOFFNone
Audit logNoOFFNone
Chat settingsYesREADOFF | WRITE
RolesNoOFFNone
Operator settingsYesREADOFF | WRITE
Add-on settingsYesREADOFF | WRITE
AnalyticsYesWRITEOFF | READ
NotificationsYesONOFF
Message CenterYesONOFF
Own conversationsYesONOFF
Unassigned conversationsYesONOFF
Conversations of othersYesONOFF
All conversationsYesREADOFF | WRITE
Contact listYesREADOFF | WRITE

Agent role

Next to the Owner, the Agent is the other special role we offer: it only has access to the Message Center where it can answer own conversations and access unassigned ones. Optionally, you can also grant it access to the contact list. Use this role for operators that only chat with contacts and don’t use the Dashboard.

Editing roles

If your own operator role has the capability to customize roles (by default, Owner and Manager do), you can edit them under Config Roles Here you see all existing roles and the capabilities they currently have. Let’s customize the Analyst in an example:

You want your Analysts to also chat with contacts, so you grant them the capability **Message Center** and then update the settings:

Back in the role overview, the Analyst role now reflects the changes you just made:

Please note that only the Owner can edit the Manager role. As a Manager, the role overview will therefore have no edit button for the Manager role: