Available Roles in the System

The roles are divided or categorized on the basis of tools. The available roles in the system are as follows:

• Conversation Studio

  • Bot Builder View - This role allows you to view a bot's flows and training data.
  • Bot Builder Edit - This role allows you to edit a bot's flows and training data.
  • Bot Builder Publish - This role allows you to transfer a bot to production.
  • Bot Builder Business Manager - This role allows you to manage the business configurations and also transfer the business to the production environment.
  • Bot Builder Admin - This role provides all permissions to Conversation studio.

• Smart Agent Chat

  • Chat Agent - This role allows you to take and respond to chats from the chat agent tool.
  • Chat Agent TL - This role gives you team lead access which lets you manage teams on the chat agent tool.
  • Chat Agent View Personal Details - This role allows you to view the personal details of the end-user you are chatting to.
  • Chat Agent Daily Password Update - This role allows you to update passwords.
  • Chat Agent Inactive Auto Logout - This role automatically logs you out after being inactive on the platform for 15 mins.
  • Chat Agent Metrics Email - This role provides you with an email regarding agent metrics.
  • Access to Business, Canned responses, etc.: Upon ticking this checkbox, you will let chat agent TL view Businesses, Canned Responses, and User Search.
    

    Note: Ensure you’ve enabled User Search functionality for the chat agent TL. Otherwise, he won’t be able to see it on his dashboard.

  • Assign chats to other agents of the same team: Upon ticking this checkbox, you will allow agents to assign chats to members of the same team.

  • Assign chats to other agents of the different team: Upon ticking this checkbox, you can let agents and TL assign chats to members of a different team. 

    Note: If the agent or TL doesn’t have permission to view the members of other teams, they won’t be able to assign chats to their members.

• Intelligent Analytics

  • IVA Analytics View - This role lets you access and view all analytics data.
  • IVA Analytics Edit - This role lets you view all analytics data and also create/download query completion reports.
  • IVA Analytics Admin - This role lets you view all analytics data, create/download/delete query completion reports, and modify columns in the message analysis section.
  • IVA Analytics Email Report - This role lets you receive email reports.

• Admin Tools

  • Content Management - This role lets you manage forms, canned responses, and content stores.
  • Account Admin - This role lets you manage the users and their roles under the accounts you have access to.
  • Proactive Messaging - This role lets you switch to your registered Interakt account from Conversation Studio tool.