User details and permissions

There are four parts of a user setting. They are user information, notifications, assigned teams and permissions.

User information:

Role

There are two types of roles, which are admin and user. The only difference between user and admin is that admin will have Manage Users permission by default.

Name

Your display name in the platform

Email

Phone number

Your PERSONAL phone number for receiving the notifications

Skills

The system will auto-assign the tickets to you if you have set up the chatbot which includes auto routing. It depends whether the tag of the ticket matches the skill set you have.

Notifications:

This is an external notification system which notify you via your login email address and your personal WhatsApp number.

Status update email / WhatsApp - Any status change of channel

Message not delivered email / WhatsApp - Any outgoing message which is failed to be sent out

Broadcast not delivered email / WhatsApp - This feature is end of support and our team will remove it

Broadcast Success rate email - Notify when the broadcast send rate is under 50%

Ticket not assigned email / WhatsApp - Any ticket which is in unassigned status

Ticket assigned email / WhatsApp - Any ticket assigned to you

Internal chat mentioned email - Any internal team chat which your colleagues mentioned you

Assigned Teams:

The section shows which team you are in. To know more what team is, please refer to this page.

pageTeams

You can also assign a team to the user here. Click Manage Assigned Teams, select the team and click Confirm.

Permissions:

This section can further be divided into two parts, which are contact permissions and feature permissions.

Contact permissions

Contact permissions control the tickets that the users can see inbox.

Take the below settings as an example. The user can only see the ticket which is under Jamal Demo channel, the tag is Product Complaint OR Service Complaint, and the owner (contact field) is jamal.tse.

To become one of the options under Assigned All Chats, you have to enable Permission for the particular contact field in which the type of the contact field has to be user, radio, select or checkbox.

Contact permission setting tip:

If you would like the user to have the right to view the tickets assigned to him, you can set all the options as No, as the assignee of the ticket always has the right to view the ticket.

Feature permissions

This part determines the access control to different features. In view mode, you will see the feature permissions you have and the source (whether the permission is granted from user permission/ team)

View Dashboard - Access to Dashboard section

Manage Report - Access to Report section

Data Export - Access to Export Jobs section, users can export chat message in inbox

Manage Chat - Access to inbox section

Manage Chat Ticket - Access to Chat ticket section and manage the ticket (e.g. close a ticket, tag a ticket or assign a ticket to a user) in inbox

Manage Quick Replies - Access to Quick Replies section, users can create new quick replies in inbox

Internal Team Chat - Access to Internal Team Chat Feature in inbox

Manage Broadcast - Access to Broadcast and Template section

Manage Contact Group - Access to Contact group section

Schedule Message - Access to Schedule Message feature

Manage numbers/Channels - Access to Channel section

Manage Subscription - Access to Subscription section

Manage Bot - Access to Chatbot (version 1) section

Manage client invoice - Access to invoicing section, users can create new invoices in inbox

Manage Contact - Access to both Contact and Contact Fields section, users can edit the customer profile in inbox

Manage Users - Access to Users section

Manage Widget - Access to Website Widget section