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Roles and permissions of Chat
Roles and permissions of Chat

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

Gareth Burroughes avatar
Written by Gareth Burroughes
Updated over a week ago

Chat user types

There are three types of user in Chat:

  • Account owner

    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.


Add a Chat agent

To add Chat agent permissions to a user:

  1. Expand the User menu, then go to Settings > Users and teams > 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.


Remove a Chat agent

To remove Chat agent permissions from a user:

  1. Expand the User menu, then go to Settings > Users and teams > 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.


Add a Chat admin

To add Chat admin permissions to a user:

  1. Expand the User menu, then go to Settings > Users and teams > 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.


Remove a Chat admin

To remove Chat admin permissions from a user:

  1. Expand the User menu, then go to Settings > Users and teams > 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. Selct Save.

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