Managing permissions

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.

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!