Managing permissions
Permissions in the AICX platform are equivalent to employee responsibilities in a contact centre.
There are three resources in Proto's AICX platform: Company, Chatbot and Team. Users can be assigned certain roles within each resource.
Company roles
Company Roles | Description |
|---|---|
Admin | Allow users unrestricted access to all features. |
Manager | Allow users unrestricted access to all features except billing and managing company users. |
Member | Allow users restricted access determined by Admins and Managers. |
Chatbot roles
Chatbot Roles | Description |
|---|---|
Editor | Allow users to edit chatbots. |
Viewer | Allow users to view chatbots. |
Annotator | Allow users to annotate chatbot dialogue. |
Requirement
Chatbot users must have at least a company member role.
Team roles
Team Roles | Description |
|---|---|
Senior Agent | Allow users to take over and transfer any chat or case with customers. Also allow users to view all agents' chat history and performance reports. |
Agent | Allow users to have chats and cases with customers. |
Requirement
Team users must have at least a company member role.
What's a "normal" configuration?
Confused yet? 😛
Multilingual contact centers have complex responsibility structures. So the AICX platform's design of user accounts and permission levels accommodates this. Let's look at a real-world example.
Suppose we have three companies with a couple chatbots and teams:
Company | Chatbot | Team |
|---|---|---|
Proto | DemoBot | TeamA |
TeamB | ||
BookingBot | TeamThai | |
TeamEnglish | ||
Company A | Marketing | TH |
EN | ||
VT | ||
Accounting | ZH | |
Company B | LineBot | TeamL |
WechatBot | TeamW | |
FBBot | N/A |
Albert needs full access to all companies to provide technical support. Therefore he is:
- Admin of Proto
- Admin of Company A
- Admin of Company B
Curtis needs to edit the DemoBot. He also sometimes needs to demo Agent Takeover functionality in BookingBot. Thus he is:
- Member of Proto
- Editor of DemoBot
- Viewer of BookingBot
- Senior Agent of TeamEnglish under BookingBot
Ricky is a translator hired to annotate chat histories in Thai. The company does not want him to see sensitive information such as customer profiles. Thus he is:
- Member of Proto
- Annotator of BookingBot
- Member of Company B
- Annotator of LineBot
Vanessa is the head of customer service at CompanyB, and she sometimes handles customer chats. Thus she is:
- Admin of Company B
- Senior Agent of TeamL
- Senior Agent of TeamW
Rodrigo is the CEO. He cares for nothing but billing information, analytics, and performance reports. Thus he is:
- Admin of Company A
Weiying is a VIP customer support agent in Company B. She is also assigned to develop a new chatbot for the Facebook Messenger channel. She needs to copy materials from CompanyB's existing LineBot without accidentally destroying it:
- Member of Company B
- Senior Agent of TeamL and TeamW
- Viewer of LineBot
- Editor of FbBot
Make sense? If not -- no worries. This will become obvious in practice. Let's proceed!
Updated about 1 year ago