Managing permissions
Permissions in the AICX platform are equivalent to employee responsibilities in a contact centre.
There are three user group in Proto's AICX platform: Company, Chatbot and Team. Users can be assigned certain roles within each group.
Company roles
| Company Roles | Description |
|---|---|
| Admin | Allow users unrestricted access to all features. |
| Manager | Allow users unrestricted access to all features except Billing, Managing Company Users, Security and Data page. |
Bot roles
| Bot Roles | Description |
|---|---|
| Editor | Allow users to edit chatbots. |
| Viewer | Allow users to view chatbots. |
| Annotator | Allow users to annotate chatbot dialogue. |
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. |
Track role
| Track Role | Description | |
|---|---|---|
| Observer | Allow users to manage cases that have been lodged against the Respondent that they are assigned to in Track. Understand more about observer role here. |
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:
- 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:
- Annotator of BookingBot
- 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
Eric is the CEO. He cares for nothing but billing information, analytics, and performance reports. Thus he is:
- Admin of Company A
William 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:
- 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 over 1 year ago