SmartAssist provides role-based user access to features. As such, Roles designate the users’ permissions and access level. The Role Management section lets you create and customize permissions for each.
You can find the Role Management section by going to Configuration > User Management > Role Management.
The Role Management Live Board
This section lets you create, search (by name), and manage user roles; and lists existing roles along with the following information:
- Role Name: The name of the user role is available throughout SmartAssist.
- Actions: Let you edit, clone, or delete a role.
- Description: A short description of the role.
- Type: Lists the role type: System is assigned to default, preconfigured roles, while Custom is assigned to custom roles.
- Last Update: This shows the date when the role was last updated.
Default Roles
The default roles available within SmartAssist are as follows:
- Administrator: Users assigned to the Administrator role have full access to and control over all areas of the application.
- Supervisor: Users assigned to the Supervisor role have operations management access.
- Agent: Users assigned to the Agent role can access the agent console and internal chat.
Default roles are uneditable and non-removable, and all permissions are fixed. See the Permissions section below for details on what permissions are assigned by default to each default role.
Permissions
The table below shows the permissions available within SmartAssist and their assignment to each user role. In the Custom Role column, you can see all available permissions that can be assigned to custom roles.
Custom Roles
You can create custom user roles within SmartAssist to suit your business needs. Unlike the default ones, custom user roles let you assign preferred permissions. You can add, edit, and delete custom roles if you have the Role Management permission set to Yes.
Add a New Role
To add a new role, follow these steps:
- Click + New Role.
- In the New Role window, fill out the following fields:
- Role Name: This name is assigned to the user role across SmartAssist. For example, Experience Designer.
- Description: Add other information on the role, responsibilities, or access level.
- Permissions: Set the access permissions by selecting one of the available options within the dropdown next to each permission.
- Click Save.
Clone a Role
An alternative way to add a new, custom role is to clone an existing one. You can clone both default and custom roles. By cloning, you create a copy of the original role, then adjust the role name, description, and permissions, and save the clone as a new role.
To clone a role:
- Under the Actions column corresponding to the role you want to clone, click the More Options button. (⋯).
- Select Clone Role.
Edit a Role
To edit an existing role, follow these steps:
- Click the Edit icon under Actions for the role you want to update.
- In the Edit Role window, make changes to the required fields and click Save.
Delete a Role
To delete a custom role, follow these steps:
- Under the Actions column corresponding to the role you want to delete, click the More Options button. (⋯).
- Select Delete.
- You must confirm your choice. Click Yes to do so.
Alternatively, you can delete a custom role by editing it, then clicking the Delete button on the bottom left of the Edit Role window.
