Skip to main content

How to customize permissions and manage agent roles in Chative

The Custom Permissions feature in Chative allows you to flexibly assign and modify agent permissions according to their responsibilities, ensuring efficiency in task management.

In this article, you will learn:

View detailed permissions for each role​

To view the role of a member, follow these steps:

Step 1: Go to the Settings > Members in your organization.

Step 2: Click on ⋮ next to the name of the agent whose role details you want to view.

Step 3: Select Change Permissions to view and adjust the agent’s permissions as needed.

note

Only admins and account owners have access to this feature.

Customize agent permissions​

To customize permissions for an agent, select Custom in the Role box.

Customize agent permissions

In the Change Permissions section, you can either select a predefined role with corresponding permissions or customize permissions according to each employee's tasks.

  • Admin, Agent: Two roles with default permissions.
  • Custom: A role with customizable permissions. The symbols in the customization box indicate the status:
    • Checkmark (✔): Full permission granted
    • Minus sign (-): Partial permission granted
    • Empty box: No permission granted
note

After customizing permissions for an agent, click Update to save the changes.

Permissions that can be customized​

You can adjust agent permissions according to their tasks. The customizable permissions include:

Conversation and Contact​

Conversations

  • Manage other conversations: Agents can view not only their own conversations but also those of other colleagues.
  • Initiate conversation: Agents have the right to initiate a conversation with customers.
  • Assign conversations: Agents can assign conversations to themselves or other team members.

Orders

  • Edit orders: Agents have permission to edit order details.
  • Delete orders: Agents can delete orders from the system.

Customers

  • View contacts: Agents have access to view customer details.
  • Edit contacts: Agents can edit customer information.
  • Delete contacts: Agents can delete customer information from the system.

Conversation and Contact permissions

Content and Interaction​

Canned responses

  • View canned responses: Agents can view pre-written messages.
  • Manage canned responses: Agents can create, edit, or delete canned responses.

Channels

  • Edit channels: Agents can edit information and settings related to interaction channels.
  • Delete channels: Agents have the permission to delete channels from the system.

Automation

  • View workflows: Agents can view existing automated workflows.
  • Manage workflows: Agents can create, edit, or delete automated workflows.

View reports

Agents can view reports on customer engagement and performance metrics for both individual agents and the entire team.

Add-ons

  • View add-ons: Agents can view the available add-ons in the system.
  • Manage add-ons: Agents can install, activate, edit, deactivate, or delete add-ons from the system.

Content and Interaction permissions

Administration​

Manage billing

Agents can manage payment-related activities, including checking subscription plans, tracking invoices, managing add-ons, and updating payment methods.

Manage members

Agents can manage organizational members, including viewing conversations, reviewing performance, changing permissions, and adding, activating, suspending, or reactivating member accounts.

Manage organizations

Agents can manage organization-related information and settings, including avatar, name, time zone, and working hours.

Manage API - Webhooks

Agents can manage API integrations, including creating, editing, or deleting API connections to the system.

Administration permissions