Overview
The Roles & Permissions system allows organizations to control access to different areas and functionalities within the platform. Each user is assigned a Role, which defines what they can Read, Write, or Delete across all modules.
The system includes a predefined set of default roles, and customers can also create custom roles adapted to their specific needs.
Default System Roles
The platform includes four default roles designed for common Customer Experience organizational structures.
1. Admin
Admins have full access to all modules, features, and configurations. They can:
Manage users and teams
Configure integrations
Create and edit workflows, routing, QA settings, and more
Access all AI modules, analytics dashboards, and data exports
View and modify all records without restriction
This is the highest permission level.
2. Auditor
Auditors have restricted access based on available features. Ideal for compliance, QA review, and monitoring.
Auditors can:
Read interactions
Access analytics and observability reports
Perform QA evaluations
3. Team Lead
(This role is coming soon to the platform.)
4. Agent
Agents have the most limited access. They can only interact with resources assigned to them or created by them.
Agents can:
View their own evaluations in their profile
They do not have write or delete access to administrative or configuration modules.
Permissions Structure
Permissions are grouped by Feature Modules, each containing multiple submodules.
Example modules:
Admin
Integrations
Interactions
Analytics
AI Metrics
AI Process
AI Tagging
AI Transcription
Quality
Observability
Knowledge Base
Modules appear only if the customer has the corresponding product enabled.
Permission Levels
Each module supports different access levels depending on the type of action (Read, Write, Delete).
1. Disabled
User has no access to the module.
2. All
User has access to all resources within the module (full administrative access).
3. Own
User can access only resources they own or that are assigned to them.
Common examples:
Agents viewing only their assigned interactions
Team Leads (in some cases) viewing only their team’s items
Users modifying only their own preferences
Permissions Breakdown
Permissions operate at three granularity levels:
Read → View information
Write → Create or modify information
Delete → Remove information
Some modules allow special modes such as:
Own (write access only to self-owned items)
All (write access to all items)
Examples:
User Preferences: Agents can update their own preferences only.
Routers / Workflows: Typically restricted to Admins for write/delete.
Feature-Driven Visibility
The system automatically displays only the modules relevant to the customer’s active products.
For example:
If Quality is not enabled, it will not appear.
If AI Metrics and AI Transcription are enabled, both modules will be visible.
This keeps the Roles interface clean, simple, and tailored to each organization.
Role Configuration UI (Example)
The Roles interface includes:
A left navigation panel with available modules
A permissions table with Read/Write/Delete toggles
“All” and “Own” options (when supported)
Expand/Collapse controls for easier navigation
A “Reset Permissions” button to restore defaults
Role Customization
Organizations can clone existing roles or create new ones. Common examples include:
A QA Specialist with read access to interactions and write access to evaluations
A Data Analyst with read-only access to analytics and observability
A Light Team Lead role with limited write permissions
Changes to roles apply instantly across the platform.
Conclusion
The Roles & Permissions system provides a flexible, granular, and scalable way to manage access throughout the platform. By combining modules, permission levels, and ownership rules, organizations can design access controls that align with their workflows, operational needs, and compliance requirements.
If you need help defining a custom role or applying best practices, please contact Support or your Account Manager.
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