How to Configure Roles and Access Rights?

Configuring roles allows you to create and edit roles with different access rights to system modules and functions, as well as assign roles to users and bots.

When You'll Need This

  • You need to create a new role with custom access rights.
  • You need to change access rights of an existing role.
  • You need to assign a role to a user or bot.

What's Important to Know

  • Role — a set of access rights to different system modules and functions.
  • Access rights — permissions for viewing (canShow), saving (canSave), deletion (canDelete), etc.
  • Role assignment — roles can be assigned to users and bots.
  • Light agents — operators with limited permissions who can leave internal notes instead of full messages in tickets.

Before You Start

  • You are logged in with administrator rights.
  • You have permission to edit roles (canSave).

Step-by-Step Instructions

1. Open Role Settings

  1. Go to the Settings module through the menu or directly at /settings-page.
  2. In the side menu, find the "Users" section and expand it.
  3. Click on "Roles" (/settings-page/roles).

2. View Roles List

  1. The system displays a list of existing roles in the system.
  2. Review current roles and their access rights.

3. Create New Role

  1. Click the "Create Role" button or similar button.
  2. In the form that appears, enter:
    • "Role Name" — role name (for example, "Operator", "Supervisor", "Analyst").
    • "Alias" — unique identifier for the role in Latin characters (for example, operator, admin, supervisor). Required field.
    • "Description" — role description (optional).
  3. Configure access rights for the role:
    • For each module, set permissions (canShow, canSave, canDelete, etc.).
    • Use checkboxes or toggles to set permissions.
  4. Click the "Save" button in the form.

4. Edit Existing Role

  1. Find the role that needs to be edited in the list.
  2. Click the "Edit" button or similar button.
  3. Change the role name, alias, description, or access rights.
  4. Click the "Save" button in the form.

5. Configure Additional Permissions (when creating or editing)

Below the modules table in the role form, there are additional sections:

Additional Custom Data settings — permissions for Custom Data entities per bot. Select a bot from the list, then for each entity (table) set permissions: view, edit, delete, add. This lets you restrict which Custom Data an operator with this role can see and modify.

Additional Operator Panel settings — granular permissions: role (operator/supervisor), chat history, show closed rooms, FastLine (menu, monitoring, takeover, transfer), mass actions, client tags editing, message deletion, CSAT, ticket merging, quality assessment, and similar. This block also includes Operator Line table columns for the default column layout in table view — see the subsection below.

Administrator settings — access to confidential subjects. Only root users can edit this section. If you are not root, the checkboxes will be disabled.

Operator Line table column presets (roles)

In the role form, under Additional Operator Panel settings, find Operator Line table columns.

  1. Open Settings → Users → Roles and create a role or click Edit for an existing one.
  2. Scroll to Additional Operator Panel settings.
  3. Under Operator Line table columns:
    • Configure columns (dialogs) — default layout when the request filter does not include ticket;
    • Configure columns (tickets / mixed) — default layout when the filter does include ticket, including mixed dialog + ticket lists.
  4. In the dialog pick columns and order, then save — the preset is stored on the role, not on operators’ devices.
  5. Reset role preset clears only the organizational default on the role; it does not reset personal layouts operators saved in their browsers.

How this interacts with operators: if an operator already clicked Save in Configure Columns in the table, their on-device layout overrides the role preset. After you change the role preset, those operators only see the new default after they click Reset to standard in the column dialog for the relevant mode. More detail: View chats in table.

6. Assign Role to User

  1. Go to the users list (/settings-page/users).
  2. Find the user who needs to be assigned a role.
  3. Click the "Edit" button or open the user profile.
  4. In the edit form, find the "Role" field.
  5. Select the required role from the list.
  6. Save changes.

7. Assign Bots to Role (Directions)

Note: Only administrators (root users) can assign bots to roles. This restricts which bots users with this role can access.

  1. Go to Settings → Users → Roles (/settings-page/roles).
  2. Find the role you want to configure and click Edit.
  3. In the role form, find the "Directions (Bots)" column or button.
  4. Click to open the bot assignment modal.
  5. Select the bots that users with this role should have access to.
  6. Save changes.

8. Configure Rights for Light Agents

  1. Create or select a role for light agents.
  2. Configure limited permissions for working with tickets:
    • Light agents have the ability to leave internal notes instead of full messages.
    • The interface for light agents displays placeholder "Write internal note…" instead of "Message".
    • For email tickets, the message editor and "From" field are hidden for light agents.
  3. Save changes.
  4. Assign this role to users who should work as light agents.

Light agent work features:

  • Light agents cannot send messages to clients in tickets.
  • Internal notes are displayed only for operators and are not visible to clients.
  • This allows better control of light agent work and prevents accidental errors.

What Happens Next

Roles are configured and applied:

  • New roles are available for assignment to users and bots.
  • Changed access rights are applied to users with the corresponding role.
  • Users and bots receive access rights according to assigned roles.

How to Verify Everything Worked

  • Check that the new role appeared in the roles list.
  • Check that role access rights are displayed correctly.
  • Assign a role to a user and verify that access rights are applied.

Important Notes

  • ⚠️ Changing access rights: Changing role access rights affects all users with this role — be careful.
  • 💡 Testing: It's recommended to test a new role on a test user first before applying to production.
  • 🔒 Security: Don't grant overly broad access rights — follow the principle of least privilege.
  • 👤 Light agents: For light agents, limited permissions are configured that allow leaving internal notes instead of full messages, which ensures better work control and prevents accidental errors.