People, roles and permissions

Overview

People & access controls who can sign in and what they can do.

Built-in roles

• Admin - full access including settings and integrations.
• Supervisor - agents' work plus the live board, call monitoring, takeover, coaching and operations analytics.
• Agent - conversations, tickets, customers and their own calls.

Custom roles and granular permissions

Beyond built-in roles you can grant specific permissions, including Listen to recordings and transcripts, Monitor, coach and join live calls, export and billing. Buttons like Take over, Coach agent and the Live board appear automatically when a custom role grants the matching permission.

Invitations and lifecycle

Invite by email; the invitee sets a password and is active on first sign-in. Deactivating stops sign-in and removes the person from routing immediately while keeping their history and audit trail.

Per-agent settings

• Conversation capacity - max open conversations auto-assigned.
• Calls at once and Accepts calls - voice routing controls.
• Skills - named capabilities used by skill-based routing.
• Branch scope - limit an agent to specific branches.