How to set the Role of Agents

How to set the Role of Agents

Agent Role setup


Roles 

Stella Inbox uses a role-based privilege assignment policy. A few default roles are created. Admins can also create new roles or change the list of privileges possessed by old roles to suit their purposes. Admins may use default agent roles, to grant access to agents. All agents by default are Admin.

Roles Configuration


 

Privilege List

Send Text Messages
Privilege Name: Send Text Messages

Send Multimedia / File
Privilege Name: Send Multimedia / File

Send Stella Templates 
Privilege Name: Send Stella Templates

Trigger Setup Command 
Privilege Name: Trigger Setup Command

Send All Message Types 
Privilege Name: Send All Message Types 
Dependency Privileges: 

  • Send Text Messages 
  • Send Stella Templates 
  • Send Multimedia / File



Access Personal Tickets 
Privilege Name: Access Personal Tickets

Access Pending Tickets 
Privilege Name: Access Pending Tickets

Access All Agents’ Tickets 
Privilege Name: Access All Agents’ Tickets 
Dependency Privileges:

  • Access All Agents’ Tickets 
  • Live Chat Ticket Handling



Access Personal Statistics 
Privilege Name: Access Personal Statistics 

Access All Agents’ Statistics
Privilege Name: Access All Agents’ Statistics
Dependency Privileges:
  • Access All Agents’ Statistics 
  • Access Personal Statistics

Export Statistics
Privilege Name: Export Statistics

Integrate New Stella Channel
Privilege Name: Integrate New Stella Channel

Live Chat Ticket Handling
Privilege Name: Live Chat Ticket Handling
Dependency Privileges:

  • Access Personal Tickets
  • Access Pending Tickets



Inbox Configuration
Privilege Name: Inbox Configuration
Description: not used 

Add Live Chat Channel
Privilege Name: Add Live Chat Channel
Description: not used
Dependency Privileges:

  • Add Live Chat Channel  
  • Trigger Setup Command 

Toggle Live Chat
Privilege Name: Toggle Live Chat

End Live Chat
Privilege Name: End Live Chat

Transfer Live Chat
Privilege Name: Transfer Live Chat 

Live Chat Manipulation
Privilege Name: Live Chat Manipulation
Dependency Privileges:

  • Toggle Live Chat 
  • End Live Chat 
  • Transfer Live Chat


Allow Agent to Add Tag
Privilege Name: Allow Agent to Add Tag


Default Roles

Default roles are created to cater to some common business use cases, such as customer services. Admins can use the pre-set default roles for their Stella Inbox services first, before using some customized roles for more controls on their agents. 4 default roles are created in Stella Inbox. The initial default role for new users is Admin.

Agent

Default Role Name: Agent
Included Privileges:
Live Chat Manipulation

  • Send All Message Types 
  • Allow Agent to Add Tag 
  • Live Chat Ticket Handling 

Admin

Default Role Name: Admin
Included Privileges:
Live Chat Manipulation 

  • Send All Message Types 
  • Access All Agents’ Statistics
  • Access All Agents’ Tickets 
  • Integrate New Stella Channel 
  • Export Statistics 
  • Inbox Configuration 
  • Trigger Setup Command 
  • Allow Agent to Add Tag

Manager

Default Role Name: Manager
Included Privileges:
Live Chat Manipulation 

  • Send All Message Types 
  • Access All Agents’ Statistics 
  • Access All Agents’ Tickets 
  • Export Statistics 
  • Allow Agent to Add Tag

Technician

Default Role Name: Technician
Included Privileges:

  • Inbox Configuration 
  • Trigger Setup Command 
  • Integrate New Stella Channel

Role Creation or Update 

Admins can create or update existing roles in order to adapt Stella Inbox to their use case. Admins can define the name of the role and the scope of the privilege it holds in Stella Inbox.

Update Role


Role Name is a unique name for the role. If a new role with duplicated name is created, the existing role of the same name will be overwritten by the new role.

Privilege Scope is defined using the list of checkboxes below. Depended privileges will be granted automatically if the higher level privilege is granted. To save the customized role, click on “Configure” to save the role to Stella Inbox. If the role is configured successfully, the admin will be redirected back to the role management page.


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