User Roles & Permissions

Updated on January 11th, 2024

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When you add Agents to your SAC account, you can also assign them specific roles within the account. Their Role will determine their privileges as Users in your account.

Users can currently be assigned the following standard roles:

Admin: Admins have access to everything for their Account.
Team Lead: Team Leads have access all key settings for all Teams and Agents. However, they are restricted from certain roles that only Admins can perform, such as adding other Admins and Team Leads, deleting users, managing PII settings, and configuring other key account level features.
Agent: Support Agents have access to the least features in your account. They can accept chats, view their personal performance statistics, and make changes to their own profile.

The following table indicates the exact differences in privileges between the 3 roles on SAC:

Permissions	Agent	Team Lead	Admin

MyChats (Live Chat Inbox)
Set Availability to Accept Chats (for self)	✅	✅	✅
Accept Chats	✅	✅	✅
Transfer Chats	✅	✅	✅
Mark Chat as Idle (Waiting for User)	✅	✅	✅
Close Chats	✅	✅	✅
Set Follow-Up Messages / Reminders	✅	✅	✅
Report a User as Inappropriate	✅	✅	✅
AI Chat Summary	✅	✅	✅
AI Response Assist	✅	✅	✅
Send Canned Responses	✅	✅	✅

Live Traffic Dashboard
View Real-Time Traffic	❌	✅	✅
Initiate Actions from Traffic Dashboard	❌	✅	✅

Team Management
View all Agents	❌	✅	✅
Set Availability (all Agents)	❌	✅	✅
Set Agent Concurrency	❌	✅	✅
View Teams	❌	✅	✅
Create / Edit / Disable Teams	❌	✅	✅
Assign Agents to Teams	❌	✅	✅
Add New Agents	❌	✅	✅
Add New Team Leads	❌	❌	✅
Add New Admins	❌	❌	✅
Delete Agents	❌	❌	✅

Queue Management
Set Team Offline Messages	❌	✅	✅
Set Queue Waiting Messages	❌	✅	✅
Set User Recall Messages	❌	✅	✅
Bulk Complete Chats	❌	❌	✅

Chat Management
Add / Edit / Delete Canned Responses	❌	✅	✅
Set Chat Assignment Method (same Team)	❌	✅	✅
Set Chat Assignment Method (all Teams)	❌	✅	✅
Enable / Disable Close Chat Button	❌	❌	✅

Chat Disposition
Add / Edit / Delete Closing Categories	❌	✅	✅
Enable Sub-Reason	❌	✅	✅
Add / Edit / Delete Custom Fields	❌	✅	✅

Team SLA Management
View SLA Breach Alerts on MyChats	✅	✅	✅
View SLA Settings	❌	✅	✅
Add / Edit / Delete SLA Settings	❌	✅	✅

Business Hours Settings
Assign Custom Business Hours to Teams	❌	✅	✅
Add / Edit / Delete Custom Business Hours	❌	❌	✅
Edit Default Business Hours	❌	❌	✅

Agent Chat Analytics
View Agent Statistics on UI (all Agents)	❌	✅	✅
View Chat Statistics on UI	❌	✅	✅
Download Team Reports	❌	✅	✅
Download Business Reports	❌	✅	✅

Privacy Settings
Enable PII Masking	❌	✅	✅

Other Permissions
Allow Agents to Transfer Chats (same team)	❌	❌	✅
Allow Agents to Transfer Chats (different team)	❌	❌	✅
Chat Agent View Personal Details	❌	❌	✅
Chat Agent Daily Password Update	❌	❌	✅
Chat Agent Inactive Auto Logout	❌	❌	✅
Chat Agent Metrics Email	❌	❌	✅
Assign chats to other agents of the same team	❌	❌	✅
Assign chats to other agents of the different team	❌	❌	✅

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