Roles

Roles allow you to manage the permissions for several operators at once. Each role is defined through a set of capabilities. We chose sensible default settings for all roles, but you can override most choices if they don’t suit your workflow. Below we explain the operator roles at your disposal, their default capabilities as well as if and how you can adapt them to your use case.

Existing capabilities

Use the following capabilities to define the roles and access rights of your operators:

General

Capability	Description	Values
Company	Whether operators can access and edit the basic company details.	`OFF \| READ \| WRITE`
Organizations	Whether operators can view the settings of organizations they have access to or if they can also edit them and create new organizations.	`OFF \| READ \| WRITE`
Audit log	Whether operators can access the audit log.	`OFF \| ON`
Chat settings	Whether operators can access and edit existing Widgets, channels, macros, topics and other chat-related settings.	`OFF \| READ \| WRITE`
Roles	Whether operators can access and edit existing roles.	`OFF \| READ \| WRITE`
Operator settings	Whether operators can access and edit settings of other operators apart from their own.	`OFF \| READ \| WRITE`
Add-on settings	Whether operators can access and enable third-party add-ons for their organizations.	`OFF \| READ \| WRITE`
Analytics	Whether operators can access the Analytics section and configure own Dashboard views.	`OFF \| READ \| WRITE`
Message Center	Whether operators can access the Message Center and chat with contacts.	`OFF \| ON`

Depending on your product plan, not all of these capabilities may have an effect. For example, only customers on our Flex plan can have more than one organization. So, if you’re not on Flex, your operators won’t be able to create new organizations although they have the required capability.

Conversations

Note that even with the lowest permission level, OFF, operators can always reply to conversations assigned to them. Thus, the first 4 capabilities of this section only control access to certain categories of their colleagues’ conversations.

READ means operators can only see a conversations of the respective category. WRITE allows them to also interact with them, that means reply, reassign, change topics, add notes etc.

Capability	Description	Values
Assigned conversations of own group	Whether operators can view assigned conversations of their group and interact with them..	`OFF \| READ \| WRITE`
Unassigned conversations of own group	Whether operators can view unassigned conversations of their group and interact with them.	`OFF \| READ \| WRITE`
Assigned conversations of own organization	Whether operators can view assigned conversations of all groups in their organization and interact with them.	`OFF \| READ \| WRITE`
Unassigned conversations of own organization	Whether operators can view unassigned conversations of all groups in their organization and interact with them.	`OFF \| READ \| WRITE`
Delete conversations	Whether operators can delete conversations they have WRITEaccess to.	`OFF \| ON`
Export conversations	Whether operators can export conversations they have WRITEaccess to.	`OFF \| ON`
Delete conversation notes	Whether operators can delete notes of conversations they have WRITE access to.	`OFF \| ON`

Contacts

Capability	Description	Values
Contact overview	Whether operators can view the Contacts section in the Message Center.	`OFF \| ON`
Edit contacts	Whether operators can edit information in contact profiles and in conversations they have WRITE access to.	`OFF \| ON`
Delete contacts	Whether operators can delete contacts.	`OFF \| ON`
Delete contact notes of others	Whether operators can delete contact notes left by other operators.	`OFF \| ON`

Default role capabilities

We have pre-configured all existing roles with sensible defaults. Here you find the standard capabilities and their possible modifications for each role.

Owner role

The Owner is the mightiest of roles: it is created when you first register your Userlike account. By default all capabilities are enabled and those can not be customized.

Manager role

After the Owner, the Manager is by default the most powerful role. It can, however, be completely customized to your needs.

Capability	Customizable	Default value	Alternative values
Company	Yes	`WRITE`	`OFF \| READ`
Organizations	Yes	`WRITE`	`OFF \| READ`
Audit log	Yes	`ON`	`OFF`
Chat settings	Yes	`WRITE`	`OFF \| READ`
Roles	Yes	`WRITE`	`OFF \| READ`
Operator settings	Yes	`WRITE`	`OFF \| READ`
Add-on settings	Yes	`WRITE`	`OFF \| READ`
Analytics	Yes	`WRITE`	`OFF \| READ`
Message Center	Yes	`ON`	`OFF`
Assigned conversations (group)	Yes	`WRITE`	`OFF \| READ`
Unassigned conversations (group)	Yes	`WRITE`	`OFF \| READ`
Assigned conversations (organization)	Yes	`WRITE`	`OFF \| READ`
Unassigned conversations (organization)	Yes	`WRITE`	`OFF \| READ`
Delete conversations	Yes	`ON`	`OFF`
Export conversations	Yes	`ON`	`OFF`
Delete conversation notes	Yes	`ON`	`OFF`
Contact overview	Yes	`ON`	`OFF`
Edit contacts	Yes	`ON`	`OFF`
Delete contacts	Yes	`ON`	`OFF`
Delete contact notes of others	Yes	`ON`	`OFF`

Admin role

The Admin role by default is still powerful enough to manage different operators or Widget settings and make changes to Analytics.

Capability	Customizable	Default value	Alternative values
Company	No	`OFF`	None
Organizations	No	`OFF`	None
Audit log	Yes	`OFF`	`ON`
Chat settings	Yes	`WRITE`	`OFF \| READ`
Roles	No	`OFF`	None
Operator settings	Yes	`WRITE`	`OFF \| READ`
Add-on settings	Yes	`WRITE`	`OFF \| READ`
Analytics	Yes	`WRITE`	`OFF \| READ`
Message Center	Yes	`ON`	`OFF`
Assigned conversations (group)	Yes	`WRITE`	`OFF \| READ`
Unassigned conversations (group)	Yes	`WRITE`	`OFF \| READ`
Assigned conversations (organization)	Yes	`WRITE`	`OFF \| READ`
Unassigned conversations (organization)	Yes	`WRITE`	`OFF \| READ`
Delete conversations	Yes	`ON`	`OFF`
Export conversations	Yes	`ON`	`OFF`
Delete conversation notes	Yes	`ON`	`OFF`
Contact overview	Yes	`ON`	`OFF`
Edit contacts	Yes	`ON`	`OFF`
Delete contacts	Yes	`ON`	`OFF`
Delete contact notes of others	Yes	`ON`	`OFF`

Staff role

The Staff role can chat with contacts, edit conversations and view several settings sections.

Capability	Customizable	Default value	Alternative values
Company	No	`OFF`	None
Organizations	No	`OFF`	None
Audit log	No	`OFF`	None
Chat settings	Yes	`READ`	`OFF \| WRITE`
Roles	No	`OFF`	None
Operator settings	Yes	`READ`	`OFF \| WRITE`
Add-on settings	Yes	`READ`	`OFF \| WRITE`
Analytics	Yes	`OFF`	`READ \| WRITE`
Message Center	Yes	`ON`	`OFF`
Assigned conversations (group)	Yes	`WRITE`	`OFF \| READ`
Unassigned conversations (group)	Yes	`WRITE`	`OFF \| READ`
Assigned conversations (organization)	Yes	`OFF`	`READ \| WRITE`
Unassigned conversations (organization)	Yes	`OFF`	`READ \| WRITE`
Delete conversations	Yes	`OFF`	`ON`
Export conversations	Yes	`ON`	`OFF`
Delete conversation notes	Yes	`OFF`	`ON`
Contact overview	Yes	`ON`	`OFF`
Edit contacts	Yes	`ON`	`OFF`
Delete contacts	Yes	`OFF`	`ON`
Delete contact notes of others	Yes	`ON`	`OFF`

Analyst role

The Analyst role is very similar to the Staff role. Conversely to the Staff role, though, the Analyst can access Analytics data and view conversations but not chat with contacts.

Capability	Customizable	Default value	Alternative values
Company	No	`OFF`	None
Organizations	No	`OFF`	None
Audit log	No	`OFF`	None
Chat settings	Yes	`READ`	`OFF \| WRITE`
Roles	No	`OFF`	None
Operator settings	Yes	`READ`	`OFF \| WRITE`
Add-on settings	Yes	`READ`	`OFF \| WRITE`
Analytics	Yes	`WRITE`	`OFF \| READ`
Message Center	Yes	`ON`	`OFF`
Assigned conversations (group)	Yes	`READ`	`OFF \| WRITE`
Unassigned conversations (group)	Yes	`READ`	`OFF \| WRITE`
Assigned conversations (organization)	Yes	`READ`	`OFF \| WRITE`
Unassigned conversations (organization)	Yes	`READ`	`OFF \| WRITE`
Delete conversations	Yes	`OFF`	`ON`
Export conversations	Yes	`ON`	`OFF`
Delete conversation notes	Yes	`OFF`	`ON`
Contact overview	Yes	`ON`	`OFF`
Edit contacts	Yes	`OFF`	`ON`
Delete contacts	Yes	`OFF`	`ON`
Delete contact notes of others	Yes	`OFF`	`ON`

Agent role

Next to the Owner, the Agent is the other special role we offer: agents only have access to the Message Center where they can answer and edit conversations of their own group and to the contact overview. Use this role for operators that only chat with contacts and don’t browse the Dashboard.

Editing roles

To customize a role’s capabilities, go to Team Roles Here you see all existing roles and the capabilities they currently have in three tabs for General permissions, Conversation permissions and Contact permissions. Let’s customize the Analyst in an example. Click on Change permissions.

You want your Analysts to be able to change contact information, so you grant them the capability Edit contacts and then update the settings:

Back in the role overview, the Analyst role now reflects the changes you just made:

Please note that only the Owner can edit the Manager role. As a Manager, the role overview will therefore have no edit button for the Manager role: