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, check out the Adjusting User Permission Settings article. 


Products

Chatbot Permissions


Administrative

Standard

Limited

View Other Offices

Analytics

Transcripts




Interactions

Knowledge base: General Library

View

Edit

(including 

Libraries &

 Categories)



Delete




Content
 Locking




Knowledge base: Custom Questions

View

Edit

(including 

Libraries &

 Categories)



Delete




Content
 Locking




Knowledge base: Question Templates

View

Edit

(including 

Libraries 

Categories)



Delete




Content
 Locking



Knowledge base: Moderation Queue



Knowledge base: Awaiting Review

View



Mark as 

Reviewed



Delete




Look & Feel




Behavior Settings




Spiders


Variables

View
Edit

Embedding




Integrations
Applications




Authentication
 Providers




Service
 Providers




Quotas & Account
Contract
 Limits



Live Chat Permissions


Administrative

Standard

Limited

View Other Offices

Active Conversations

View


Participate


Who’s Online

View

Disable

 Agents




Disable

 Office




Analytics

Dashboard -

 View


*except Limited Users

Dashboard/Missed Chats -

 Filter by Agent




Missed Chats for self -

 View



Missed Chats for all -

 View




Missed Chats 

Agent Specific Panel -

 View




Transcripts

View Own



View Others




Mark as 

Read/Unread



Canned Responses

Edit

Delete




Integrations
Applications



Quotas & Account
Contract Limits


Texting Permissions


Administrative

Standard

Limited

View Other Offices

Create Content Button(top right of homepage)

Create Campaign



Create 1:1 Text



Launch/Archive Campaign

Inbox


Campaign Analytics

Active Campaigns

Activity Page

 (View, 

Participate in 

Conversations)

General Settings -

View

General Settings -

Edit



Campaign Content -

Edit



Contacts Page -

View

Analytics Page -

View

Archived Campaigns

View

Clone



Phone Numbers

*including Provision Phone Number


Exception: 

Limited Users

Transcripts

 



Contact Management: Contacts

Opt-Out View


Edit



Delete




Contact Management: Contact Lists

View


Create/Edit/Clone



Delete




Contact Management: Opt-outs

View


Add



Delete




Integrations
Applications



Authentication Providers
Service Providers
SFTP Users


Quotas & Account

Contract Limits



PermissionsPermissions Manager role only