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How to Set Up Agent Roles

Roles allow you to manage permissions for large groups of agents more efficiently. You can grant permissions to a group of agents by giving them a role instead of granting agent permissions individually. 

In the Comm100 system, there are two default roles: Administrators and Agents. Administrators have all the permissions and Agents have basic permissions such as accept chats. You can edit Agents permissions or create more roles based on your requirements. To configure roles, you need to be a site administrator or have permission to manage agents.

Step by  Step Instructions

To create a role, follow these steps:

  1. Log in to Comm100 Control Panel.
  2. From the left navigation menu, go to Global Settings > People > Roles.
    kb-agent-role-01.png
  3. Turn on the Roles toggle key.
    Once enabled, you will find two default groups: Administrators & Agents. The Administrators role has all the permissions in the Comm100 system.Roles - KB-001.png
  4. Click New Role.
  5. On the New Role page, add a name for the role, and add the agents you want to assign the role.kb-agent-role-02.png
  6. Click Save.

To learn more about configuring agent permissions, see this article.