New client permissions are broken out by product. New users must be requested through the school's Permissions Manager. Please contact your Client Success Manager to obtain the form to submit new users. Once a new user account has been created, the Permissions Manager at the school can update the user's access.
Please note: It is not required for the Permissions Manager to have "Administrator" access to features. The Permissions Manager may have the "Standard" or "Limited" role(s) and still be a Permissions Manager. The Permissions Manager role only provides access to the Permissions page.
For step-by-step instructions on how to update a users permissions, review the Adjusting User Permission Settings article.
Products
Chatbot Permissions
| Administrative | Standard | Limited | View Other Offices |
Analytics |  |  |  |  |
Transcripts | |  |
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| Interactions |  |  |
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Knowledge base: General Library |
View | 
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Edit (including Libraries & Categories) | 
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Add/Edit Clarifying Question
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Remove | 
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Content
Locking | 
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Knowledge base: Custom Questions |
View | 
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Edit (including Libraries & Categories) | 
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Add/Edit Clarifying Question
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Delete | 
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Content
Locking | |
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| Knowledge base: Clarifying Questions |
View
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| Edit/Create | 
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Delete
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Knowledge base: Question Templates |
View | 
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Edit (including Libraries & Categories) | 
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Add/Edit Clarifying Question
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Ignore | 
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Content
Locking |  |
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Knowledge base: Moderation Queue | 
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Knowledge base: Awaiting Review |
View | 
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Mark as Reviewed | 
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Delete | 
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Look & Feel |  |
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Behavior Settings |  |
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| Spiders |  |
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Variables |
| View |  |  |  |  |
| Edit/Create |  |  |
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Embedding |  |
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Integrations
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Applications | 
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Authentication Providers | 
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Service Providers | 
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| Quotas & Account |
Contract Limits |  |
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Live Chat Permissions
| Administrative | Standard | Limited | View Other Offices |
Active Conversations |
View | 
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Participate | 
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Who’s Online |
View | 
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Disable Agents | 
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Disable Office | 
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Analytics |
Dashboard - View | 
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*except Limited Users |
Dashboard/Missed Chats - Filter by Agent | 
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Missed Chats for self - View | 
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Missed Chats for all - View | 
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Missed Chats Agent Specific Panel - View | 
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Transcripts |
View Own | 
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View Others | 
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Mark as Read/Unread | 
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Canned Responses |
Edit | 
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Delete | 
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| Integrations |
| Applications | 
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| Quotas & Account |
| Contract Limits |  |
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Texting Permissions
| Administrative | Standard | Limited | View Other Offices |
| Create Content Button(top right of homepage) |
Create Campaign |  |  |
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Create 1:1 Text |  |  |
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| Launch/Archive Campaign |  |  |
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Inbox | 
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Campaign Analytics | 
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Active Campaigns |
Activity Page (View, Participate in Conversations) | 
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General Settings - View | 
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General Settings - Edit | 
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Campaign Content - Edit | 
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Contacts Page - View | 
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Analytics Page - View | 
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Archived Campaigns
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View | 
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Clone | 
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Phone Numbers *including Provision Phone Number | 
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Exception: Limited Users |
Transcripts |  | 
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Contact Management: Contacts |
Opt-Out View | 
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Edit | 
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Delete | 
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Contact Management: Contact Lists |
View | 
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Create/Edit/Clone | 
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Delete | 
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Contact Management: Opt-outs |
View | 
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Add | 
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Delete | 
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| Integrations |
| Applications | 
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| Authentication Providers |  |  |  |
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| Service Providers |  |  |  |
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| SFTP Users |  |
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Quotas & Account |
| Contract Limits | 
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| Permissions | Permissions Manager role only |
