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!