When a Comm100 agent is created, you can manage agent permissions by editing agents individually or by granting role permissions. An agent has both the permissions that are granted individually and the permissions of all the roles that the agent has been assigned.
- To grant permissions to an individual agent, enable individual agent permissions under Global Settings > People > Agents.
- To grant permissions to all agents with the same role, enable role permissions under Global Settings > People > Roles. To learn more about setting up roles, see this article.
By default, an agent has the following permissions. If you are a site administrator or have permission to manage agents, you can manage your agents’ permissions.
| Live Chat | Ticketing & Messaging | Bot | Queue | Booking | Knowledge Base | Contact Management | Global Settings |
| Accept chats | Manage assigned to me tickets | View Chatbot reports | Manage my queue and available serving agents | Manage my own booking page | N/A | View Contacts | Manage my profile |
| View all chats and offline messages | Manage tickets in my departments | View Chatbot Collected Leads & Booked Meetings | View agent report | ||||
| View my departments' chats and offline messages | View tickets in my departments | Manage Task Bots | Manage private canned messages | ||||
| View my own chats and offline messages | Manage tickets that belong to any department | View Task Bot Collected Leads & Booked Meetings | Chat with other agents | ||||
| View reports | View tickets that belong to any department | View Task Bot Reports | View all agents | ||||
| Refuse chats | View reports | Manage Voice Bots | Log into Agent Console | ||||
| Invite visitors to chat | Manage Voice Bot Intents, Entities, Learning & Smart Triggers | Custom SMTP Servers | |||||
| Join chats | View Voice Bot Call Log | ||||||
| Transfer chats | View Voice Bot Reports | ||||||
| Monitor my departments' chats | |||||||
| Capture | |||||||
| View all in site visitors |
Enable or Disable Individual Agent Permissions
To enable or disable individual agent permissions, follow these steps:
- Log in to your Comm100 Control Panel.
- From the left navigation menu, go to Global Settings > People > Agents. A list of agents is displayed on the Agents page.
- Locate the agent that you want to enable or disable the permission for, and click the gear icon in the Permissions column.
- In the Permission Settings drawer that appears, turn on or off the toggle keys of the target permissions in the Individual Permissions column. To enable or disable all the permissions under a tab, click Enable All Individual Permissions or Disable All Individual Permissions.Note: An agent has the permission if either Role Permissions or Individual Permissions is enabled. To remove an agent's permission, you need to disable both the individual permissions and the role permissions granted to this agent.
- Click Save.
Remove Individual Agent Permissions by API
Comm100 provides Restful API for flexible integrations. You can remove an individual agent's all permissions by calling API. To learn more about Comm100 API, see the Comm100 RESTful API guide.
To remove individual agent permissions by API, follow these steps:
- The correct API endpoint should be Global > Permission.
PUT https://dash11.comm100.io/global/agents/{agentId}/permissions - Replace agent id with the correct one.
- The request body (JSON form) should be kept empty and surrounded in square brackets, which means you should update with no permission.
Enable or Disable Role Permissions
You can manage role permissions to grant permissions to or remove permissions from all the agents with the same role.
To enable or disable role permissions, follow these steps:
- Log in to the Comm100 Control Panel.
- From the left navigation menu, go to Global Settings > People > Roles.
On the Roles page, a list of roles is displayed. - Locate the group that you want to disable the permission for, and click the gear icon in the Permissions column.
- Turn on or off the toggle keys of the corresponding permissions.
- Click Save.
