Roles in the chat.
Breakdown of roles and permissions in the chat.
There are three functions in the chat. They differ in the level of permissions, so remember to assign them to the right people.
Administrator: Has the highest possible permissions. Administrators can change the settings of the chat that affect its appearance and behaviour. They also have access to the API for developers and integration with Facebook. They are also entitled to turn on payments in chat. Administrators see all phone calls that were held, as well as e-mail and chat conversations. They decide whether consultants see messages from other people. The administrators can create new consultants and managers accounts, add departments and place people in them. They can also add another administrator. They cannot set avatars for other users.
Manager: The person that manages the consultants. Managers cannot add new accounts, but they can choose who is in their team. They see conversations between their consultants and conversations from their department and the general department. Managers can freely set notifications for their accounts. They have access to the customers base and see those currently browsing the site. They see the statistics of their consultants. Managers can also generate job reports and download them in the form of a .pdf document. They have access to standard messages and the ability to edit them.
Employee: Has the lowest permissions. The employee's account is only used to serve customers. Employees see conversations from their department, the general department, or if there are no departments—all conversations. They have access only to the settings of their own account where they can change the e-mail address, avatar, set the first and last name that will be displayed in the chat, add their position and change the password. Employees can adjust the type of notifications regarding conversations and messages that they receive. They have access to the base of customers and see how many people are on the site, they can initiate conversations. They see their working time as well as the statistics of their actions.
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