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Granular/Custom User Access Level (Permissions)
under review
Ahmad Eid
Some customers are online stores and they have an operation team.
- The agent will transfer contact to operation team for feedback (write comments to agent) then they will return back to the agent.
- Some operation teams may give read only mode with reply to contacts, just to search and review history if requested from his manager etc
- Some agents want to disable voice notes to customers, only to reply in text
So if possible to add permissions to each user:
- Enable/Disable reply to contacts (Read only)
Only they will use comments b/w teams and agents:
- Enable/Disable Send files
- Enable/Disable send survey
- Enable/Disable record voice notes
It's an internal process flow b/w teams >>> customer care will assign contact to operation team for feedback. They should document their response as comment and return back to agent to discuss the feedback with contact. The operation team does not have responsibility to answer contact direct, so we need to disable the reply to prevent the human mistakes.
Another suggestion is having one access level that is higher than Agent, but lower than Manager, in which they can access Dashboard, Contacts, Messages, Snippets, Settings: Users & Teams (but NOT workflows and most of the settings).
Y
Yihui Chan
P
Prism Admin
We had to give our agents "Manager" permissions, with the risk of them accessing more information than what they should
P
PWB Seguros
Mejor aun que todos los permisos sean administrables, a cualquier tipo de usuario.
S
Shai Truchman
This is a very important feature, why is it still open for so long? the minimum permission that is requested is a Read only + comments for operation team. we shouldn't wait for such a basic feature so long.
Y
Yihui Chan
Hi Shai Truchman, the team is prioritizing more important features at the moment but we hear you. We'll be sure to update the status of this feature once we're start planning for it.
Y
Yihui Chan
Merged in a post:
Access Levels: "Messaging Manager"
I
Iaroslav Kudritskiy
Would be nice to have one access level that is higher than Agent, but lower than Manager.
Should be able to access:
+ Dashboard
+ Contacts
+ Messages
+Snippets
+ Settings: Users & Teams
Should NOT be able to access:
- Automation
- Survey
- Most of the Settings
This is a feature request that comes from Resellers. Often Resellers do all the Automation & Channel setup for their client. However, they would like the client to be able to manage the agent workforce without changing any automation or surveys. Therefore they would like to have the ability in Access Levels to give access to Dashboard, Messaging Module & Snippets.
S
Shai Truchman
also, please add option to have operational agent with ability to upload files and add comments - no communication with customer, only internally. and after he finished he can change the ownership
S
Shi Hui
K
Kashish .
Exactly as Soufiane Ibenbrahim mentioned we also want to restrict certain managers to edit the workflows...please do consider this,
Thank You
S
Shi Hui
Hi Kashish ., thank you for your feedback, we will take this into consideration when get to work on this feature 😊. Out of curiosity, other than editing workflows, what other restrictions you would want for Manager?
Soufiane Ibenbrahim
It would be great to add restriction in order to hide workflows from Managers.
all managers are limited in terms of usage knowledge and sometimes tend to click on the Workflows section and want to play with the settings or create new workflows. Which can cause serious problems.
In this case, it would be ideal to keep control of the workflows only with the owners, or to give the choice to the owner to give the visibility of the workflow or not to the manager depending on the case and the need.
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