Roles
Discover the purpose of roles and how to create, edit and delete roles in this section of the guide.
Roles are collections of permissions to read, update, create and delete the business entities found in the portal.
Roles are assembled and then assigned to users and agents to enable them to complete their tasks.
Create a Role
Locate the Roles section in the Portal > General section.
The Roles blade opens. All roles are listed in the roles blade.
Locate and click the + Create button at the top of the Roles blade.
A new blade opens to the right of the Roles blade. Refer to this as the Role's details blade.
You must enter a name for the new role. This is a required field.
Set the business entities and the permission type.
For each of these business entities the permissions Read, Update, Create, and Delete may be conferred.
Certain business entities and permissions automatically grant other business entities permissions.
Delete permission confers create, update and read. See the permissions section below for more details.
Choose the combination of entities and permissions that will comprise your role.
Select Save in the role's detail blade to save the role.
Available Entities
Tip
You may click the ? icon in the portal to understand the menus affected by a given entity in this list.
Administration
- Audit log
- Business units
- Tenant configuration
- Users
Agents
- Agent Workspaces
- Agents
- Contact Directories
Customers
- Cases
- Customers
AI Administration
- Agent Assist
- Knowledge Bases
- Language Profiles
Reports & Insights
- Chat Consumption
- Historical Reports & Insights
- Realtime Reports
Channels & Routing
- Campaigns
- Infobip SMS
- Viber
- Voice
- Web Chat
- Workflows & Queue Treatments
Other
- Announcement
- CalendarEvents
- Integration
Available Permissions
Read
The read permission enables a user or agent to view the entities for which this permission is enabled.
For example, an agent with read permission (through a role assignment) on the Agent entity, can view other agents.
Update
The update permission enables a user or agent to edit the entities for which this permission is enabled. Once an entity is edited and saved that entity is updated from its previous state.
Update permission confers read permission too because the entity must be viewed to be edited and updated.
For example, a user with update permission (through a role assignment) on the Agent entity may alter the details of an agent.
Create
The create permission enables a user or agent to create the entities this permission is enabled for.
The Create permission confers update and read permissions too.
For example, a user with create permission (through a role assignment) on the Agent entity may create an agent.
Delete
The create Delete permission enables a user or agent to delete the entities this permission is enabled for.
Delete permission confers create, update and read permissions too.
For example, a user with delete permission (through a role assignment) on the Agent entity may delete agents.
Edit a Role
Select Roles in the sidebar menu of the portal.
The Roles blade opens. All roles are listed in the roles blade.
Select the role you wish to edit. The role's detail blade opens.
Edit the permissions that comprise the role.
Optionally, edit the role's name.
For a detailed explanation of the individual fields see the Create a role section above.
Select Save in the role's detail blade to save the role.
Delete a Role
Select Roles in the sidebar menu of the portal.
The Roles blade opens. All roles are listed in the roles blade.
Select the role you wish to delete. The role's detail blade opens.
Select Delete in the role's detail blade.
Sample Roles
The following sample roles illustrate how the minimum permissions might be applied to allow a specific user to complete their work.
Campaign Administrator
Assume a requirement to create a role that will be applied to a user who will create and manage campaigns.
The role allows the administrator to view everything in the portal, but only create, update, and delete campaigns.
A role similar to the one illustrated here would fulfill this requirement.
View Only Role
Assume a requirement to create a role that allows portal objects to be viewed but not edited, created, or deleted. The requirement excludes viewing developer-level Integration entities.
A role like the one illustrated here would fulfill this requirement.