Granular/Custom User Access Level (Permissions)
under review
Ahmad Eid
Some customers are online stores and they have an operation team.
- The agent will transfer contact to operation team for feedback (write comments to agent) then they will return back to the agent.
- Some operation teams may give read only mode with reply to contacts, just to search and review history if requested from his manager etc
- Some agents want to disable voice notes to customers, only to reply in text
So if possible to add permissions to each user:
- Enable/Disable reply to contacts (Read only)
Only they will use comments b/w teams and agents:
- Enable/Disable Send files
- Enable/Disable send survey
- Enable/Disable record voice notes
It's an internal process flow b/w teams >>> customer care will assign contact to operation team for feedback. They should document their response as comment and return back to agent to discuss the feedback with contact. The operation team does not have responsibility to answer contact direct, so we need to disable the reply to prevent the human mistakes.
Another suggestion is having one access level that is higher than Agent, but lower than Manager, in which they can access Dashboard, Contacts, Messages, Snippets, Settings: Users & Teams (but NOT workflows and most of the settings).
Y
Yihui Chan
Merged in a post:
Restrict Manager to view message which assigned to other team
E
Edward Wong @Octotech Consultant Limited
Need to add the "Restrict Contact Visibility" option on Manager role.
Sleekflow have this feature which help the enterprise on data Governance. With this option, users have benefit for it.
- Teams have their own conversation which not to worry about confidential message leak to other team.
- Easier to create a Manager role for IT department to use, which the IT deparment will have right to manage the platform without able to see user's message.
Syeda Zainab
I wanted a team management hierarchy. There is no team level management, just user level management you guys give. Also another suggestion is having one access level that is between in manager and agent, in which they can access Broadcasts, Messages, Snippets.
Y
Yihui Chan
P
Prism Admin
We had to give our agents "Manager" permissions, with the risk of them accessing more information than what they should
P
PWB Seguros
Mejor aun que todos los permisos sean administrables, a cualquier tipo de usuario.
S
Shai Truchman
This is a very important feature, why is it still open for so long? the minimum permission that is requested is a Read only + comments for operation team. we shouldn't wait for such a basic feature so long.
Y
Yihui Chan
Hi Shai Truchman, the team is prioritizing more important features at the moment but we hear you. We'll be sure to update the status of this feature once we're start planning for it.
Y
Yihui Chan
Merged in a post:
Access Levels: "Messaging Manager"
I
Iaroslav Kudritskiy
Would be nice to have one access level that is higher than Agent, but lower than Manager.
Should be able to access:
+ Dashboard
+ Contacts
+ Messages
+Snippets
+ Settings: Users & Teams
Should NOT be able to access:
- Automation
- Survey
- Most of the Settings
This is a feature request that comes from Resellers. Often Resellers do all the Automation & Channel setup for their client. However, they would like the client to be able to manage the agent workforce without changing any automation or surveys. Therefore they would like to have the ability in Access Levels to give access to Dashboard, Messaging Module & Snippets.
S
Shai Truchman
also, please add option to have operational agent with ability to upload files and add comments - no communication with customer, only internally. and after he finished he can change the ownership
S
Shi Hui
K
Kashish .
Exactly as Soufiane Ibenbrahim mentioned we also want to restrict certain managers to edit the workflows...please do consider this,
Thank You
S
Shi Hui
Hi Kashish ., thank you for your feedback, we will take this into consideration when get to work on this feature 😊. Out of curiosity, other than editing workflows, what other restrictions you would want for Manager?
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