Roles and permissions of Chat

Learn how to set up your team and manage users in Chat.

Overview

There are three types of user in Chat:

• Account holder
  The master account for Chat and the primary account associated with your account. Account-holders can do everything.
• Chat admin
  Responsible for managing your Chat settings. Combined with a Chat agent licence, they can reply to messages too.
• Chat agent
  Chat agents are assigned incoming chats and can read and reply to messages.

The table below shows the capabilities of each role:

	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

Start building your chat team now.

Adding a Chat agent

To add Chat agent permissions to a user:

1. Go to Settings > Your team > Users.
2. Click Edit (the pencil icon) of the user you want to add to Chat.
3. On the Manage user page, click 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. Click Save.

Removing a Chat agent

To remove Chat agent permissions from a user:

1. Go to Settings > Your team > Users.
2. Click Edit (the pencil icon) of the user you want to add to Chat.
3. On the Manage user page, click the Default permissions tab.
4. For the permission Can use Chat, select No.
5. Click Save.

Adding a Chat admin

To add Chat admin permissions to a user:

1. Go to Settings > Your team > Users.
2. Click Edit (the pencil icon) of the user you want to add to Chat.
3. On the Manage user page, click 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. Click Save.

Removing a Chat admin

To remove Chat admin permissions from a user:

1. Go to Settings > Your team > Users.
2. Click Edit (the pencil icon) of the user you want to add to Chat.
3. On the Manage user page, click 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. Click Save.