Dotdigital

There are three types of user in Chat:

The master account for Chat and the primary account associated with your account. Account-holders can do everything.

- Account owner
 The master account for Chat and the primary account associated with your account. Account-holders can do everything.

Responsible for managing your Chat settings. Combined with a Chat agent licence, they can reply to messages too.

- Chat admin
 Responsible for managing your Chat settings. Combined with a Chat agent licence, they can reply to messages too.

Chat agents are assigned incoming chats and can read and reply to messages.

- Chat agent
 Chat agents are assigned incoming chats and can read and reply to messages.

The table below shows the capabilities of each role:

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Expand the User menu, then go to Settings &gt; Users and teams &gt; Users.

Select Edit (the pencil icon) for the user you want to add to Chat.

On the Manage user page, select the Default permissions tab.

For the permission Can use Chat, select YES.

For the permission Contacts, select YES. All Chat agents must have this option set to YES.

1. Expand the User menu, then go to Settings &gt; Users and teams &gt; Users.
2. Select Edit (the pencil icon) for the user you want to add to Chat.
3. On the Manage user page, select the Default permissions tab.
4. For the permission Can use Chat, select YES.
5. For the permission Contacts, select YES. All Chat agents must have this option set to YES.
6. Select SAVE.

Select Edit (the pencil icon) for the user you want to remove from Chat.

On the Manage user page, select the Default permissions tab.

For the permission Can use Chat, select NO.

1. Expand the User menu, then go to Settings &gt; Users and teams &gt; Users.
2. Select Edit (the pencil icon) for the user you want to remove from Chat.
3. On the Manage user page, select the Default permissions tab.
4. For the permission Can use Chat, select NO.
5. Select SAVE.

Select Edit (the pencil icon) for the user you want to add as a Chat admin.

Select YES for Can manage account. This also allows the user to edit other account settings.

If you want the user to be able to reply to messages, select YES for Can use Chat. This uses one Chat agent license.

1. Expand the User menu, then go to Settings &gt; Users and teams &gt; Users.
2. Select Edit (the pencil icon) for the user you want to add as a Chat admin.
3. On the Manage user page, select the Default permissions tab.
4. Select YES for Can manage account. This also allows the user to edit other account settings.
5. If you want the user to be able to reply to messages, select YES for Can use Chat. This uses one Chat agent license.
6. Select SAVE.

To remove Chat admin permissions from a user:

Select Edit (the pencil icon) for the user you want to remove from being a Chat admin.

Select NO for Can manage account. This also stops the user editing other account settings.

1. Expand the User menu, then go to Settings &gt; Users and teams &gt; Users.
2. Select Edit (the pencil icon) for the user you want to remove from being a Chat admin.
3. On the Manage user page, select the Default permissions tab.
4. Select NO for Can manage account. This also stops the user editing other account settings.
5. If you want the user to be able to reply to messages, select YES for Can use Chat. This uses one Chat agent license.
6. Select SAVE.

Manage your users' access to Chat within Dotdigital and assign the correct permissions to Chat agents and admins.

	Account holder	Chat admins	Chat agents
Manage Chat admins	Yes	Yes	No
Manage Chat teams	Yes	Yes	No
Manage Chat agents	Yes	Yes	No
Edit Chat settings	Yes	Yes	No
Edit automated messages	Yes	Yes	No
View reports	Yes	Yes	Yes
Read Chats	Yes	Yes	Yes
Reply to Chats	Yes	Yes, with a Chat agent license	Yes
Transfer Chats	Yes	Yes	Yes

Chat user types

Add a Chat agent

Remove a Chat agent

Add a Chat admin

Remove a Chat admin