Roles & Permissions in Inbox Integration
Inbox Settings
In this section, we will introduce what you can control and adjust in the inbox settings page.
Profile
The "Profile" tab is where you can customize your own agent profile. You can update the Profile Image, Name and Email.
You can switch between channels to edit the Agent Profile. A profile is specific to one channel only, and it is not shared between different channels.
Agent
The "Agent" tab allows you to view all the agents assigned to a specific channel.
Each channel has its own group of agents, you can switch between different channels.
The profile of each agent can be viewed in this tab. You can select "Edit" to edit the agent profile.
You can select "+ Add Agent" to add a new agent to this channel. The picker will return users who have been added to this channel.
Users
The "Users" tab allows you to control the user's access to the specific channels. Admin is automatically added to all channels, while User only has access to the selected channel(s).
Admin can determine which channel(s) that a user can have access to.
Channels
The "Channels" page is for connecting or disconnecting the channels. All existing channels of the app will be listed here.
Roles & Permission System
The addition of the inbox integration means that you might need more team members to work in your WOZTELL app, such as customer service agents. Therefore, for better team management, the inbox integration also has its own set of roles and permissions.
Role in Apps & Inbox
Before being able to access the inbox, a user must be a team member at the app level. The app's team member will be displayed in the "Users" tab of the inbox settings page.
Inherited Admin
App Owner and Admin at app level will be auto assigned as an Admin at inbox level.
As the Inherited Admin, their inbox level roles cannot be edited or removed unless they are no longer App Owner or Admin at app level.
NOTE
Inherited Admin is considered as an Admin with almost identical access rights in the inbox.
Other app level roles can either be User or Admin in the inbox, but their roles in inbox can be edited by the inbox Admin.
The following is a summary of the relationship between app level roles and inbox level roles:
| Roles | App Owner | Admin | Other Roles |
|---|---|---|---|
| Inbox Inherited Admin | Yes | Yes | No |
| Inbox Admin | Yes | Yes | Possible |
| Inbox User | No | No | Possible |
Inbox Roles
As mentioned earlier, at the inbox level, a team member can either be Admin or User. The following is a summary of the access rights at the inbox level:
| Inbox Roles | (Inherited) Admin | Admin | User |
|---|---|---|---|
| Access to "Channels" tab | Yes | Yes | No |
| Connect/Disconnect Channel | Yes | Yes | No |
| Access to "Users" tab | Yes | Yes | No |
| Assign inbox role | Yes | Yes | No |
| Promote User to Admin | Yes | Yes | No |
| Demote Admin | Yes | No | No |
| Demote (Inherited) Admin | No | No | No |
| Assign channels to User | Yes | Yes | No |
| Access to "Agent" tab | Yes | Yes | Yes |
| Access to "Profile" tab | Yes | Yes | Yes |
| Edit own profile | Yes | Yes | Yes |
| Create Folder | Yes | Yes | No |
| Delete Folder | Yes | Yes | No |
In the "Agent" tab, for each channel, the assigned agent also have two possible roles: Manager or Agent.
The Manager can decide who to be included in a certain channel. Besides, the Inbox Admin must become a Manager, while the Inbox User can either be a Manager or Agent.
The following is a summary of the access rights in the "Agent" tab:
| Roles in "Agent" | Manager | Agent |
|---|---|---|
| Add new agent | Yes | No |
| Remove agent | Yes | No |
| View profile | Yes | Yes |
| Edit profile | Yes | No |
| Edit role in "Agent" | Yes | No |
NOTE
In the "Agent" tab, you can also edit the inbox level role of a person. Please note the permission required to perform these actions will be based on the inbox level role instead of the role in the "Agent".