User Settings: Granular/Custom User Access Level (Permissions)
Ahmad Eid
Desired outcome
- Allow for granular or custom user level access. A user may have the same role, but with different level of permission from other users.
- Have 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).
Business use case:
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 between teams and agents:
- Enable/Disable Send files
- Enable/Disable send survey
- Enable/Disable record voice notes
It's an internal process flow between teams, where 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.
HQ_H.Manager Bopha
yes i strongly request it
Jay Lim
We need this too
Rocio Tardá
I really need this feature! It is very useful
Y
Yihui Chan
open
Y
Yihui Chan
Merged in a post:
Restrict Manager to view message which assigned to other team
E
Edward Wong @Octotech Consultant Limited
Need to add the "Restrict Contact Visibility" option on Manager role.
Sleekflow have this feature which help the enterprise on data Governance. With this option, users have benefit for it.
- Teams have their own conversation which not to worry about confidential message leak to other team.
- Easier to create a Manager role for IT department to use, which the IT deparment will have right to manage the platform without able to see user's message.
Syeda Zainab
I wanted a team management hierarchy. There is no team level management, just user level management you guys give. Also another suggestion is having one access level that is between in manager and agent, in which they can access Broadcasts, Messages, Snippets.
Y
Yihui Chan
Merged in a post:
Add the functionality of manipulating contacts, to agents.
M
Mutual Pyme
That the agent permission can be added the function of manipulating contacts, creating, or modifying.
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
Even better, all permissions are manageable, to any type of user.
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.
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