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How do I manage permissions for existing agents or roles?

If you're a Site Administrator or have permission to manage agents, you can edit your existing agents' information

Step by Step Instructions

  1. Click People in the Global Setting portal.
  1. Find the agent then click their email.
  1. By default an agent will have Accept Chats, View Chat Transcripts & Offline Messages, Manage Private Canned Messages, View Reports, Refuse Chats, Invite Visitors to Chat, Join Chats, Transfer Chats, Monitor My Departments’ Chats, Capture, Chat with Other Agents in Live Chat and Manage My profile permission under Global Tab. You can allow/remove certain permissions for an agent from this setting here
  1. Save

Step by Step Instructions

  1. In Global Settings module go to People and then Roles.
  1. Click the gear (Set agent group permission) icon and add/remove permissions to the agent group.
  1. Save

Important: An agent will inherit permissions both from the agent and role permissions i.e. if George is a member of role 01, he will inherit all the permissions from Permission Settings Of Agent “George” and Permission Settings Of Role “Role 01”.

Agent Permission = Individual permissions + Role permissions