Roles

  • Open Chat360 Admin Page > Go to Settings > Select Roles


    Create New Role:- At the top-right corner of the Roles page, click on Create New.

    Choose Role Type: Manager or Agent:- A dropdown will appear with two options:

      Team Manager

      Agent :- Click on the role you want to create (Team Manager or Agent).


  • To Create a Team Manager:
    Fill out the following details:
    • First Name: Enter the manager's first name.
    • Last Name: Enter the manager's last name.
    • Team Manager Email: Provide the manager’s email address
    • Phone Number: Enter the manager’s contact number.
    • City: Specify the manager’s city.
    • Password: Create a password for the manager.
    • Confirm Password: Re-enter the password to confirm.
    • Select Work Schedule: Choose a work schedule from the list.
    • What is Your Team Called: Enter the name of the manager's team.
    • Short Description for Your Team: Write a brief description of the team.

    Once all details are filled, click on Create Team.



  • Manager Access:
    • Live Chat: Can view live chats assigned to their team.
    • Analytics: Can view analytics.
    • Campaigns: Can view campaigns.
    • Contacts: Can view and manage contacts and their settings.
    • Settings:
      • Profile: Can manage their own profile.
      • Roles: Can view and manage only their assigned agents.
    • Tickets: Can view and manage tickets for both themselves and their agents.
    • Plans: Can view and manage subscription plans.

  • Manager Limitations:
    Managers cannot access:
    • Roles (restricted to managing only their own agents).
    • Billing History.
    • Keys
    • Blocked Numbers.
    • Compliance.
    • Tags and Attributes.
    • Multi-Factor Authentication.
    • Scheduler Report.
    • Webhooks.
    • Full System Configuration.

  • Additional Manager Livechat and Agent Assignment:
    • Assign Agents to a Team: Managers can assign agents to their team or other teams, but only if the Admin has pre-assigned those agents to them.
    • Live Chat:
      • Assigned: Managers can view live chats assigned to their team.
      • Archived: Managers can view archived chats for their team.

  • To Create an Agent:
    Fill out the following details:
    • First Name Enter the agent's first name
    • Last Name: Enter the agent's last name.
    • Agent Email: Provide the agent’s email address
    • Phone Number: Enter the agent’s contact number.
    • City: Specify the agent’s city.
    • Designation: Enter the agent’s designation.
    • Password: Create a password for the agent.
    • Confirm Password: Re-enter the password to confirm.
    • Select Work Schedule: Choose a work schedule from the list.
    • Team: Select the team to which the agent will belong.

    After filling in the details, click on Send Invite to notify the agent and complete the process.



  • Agent Access:
    • Live Chat: Can view live chats assigned to them.
    • Contacts: Can view contacts and their settings.
    • Settings:
      • Profile: Can manage their own profile.
    • Tickets: Can view and manage their own tickets.

  • Agent Limitations:
    Agents cannot access features such as:
    • Analytics, Campaigns, Roles, and Escalations.
    • Work Schedules, Plans, and tickets (only manage their own).
    • Social Monitoring, AI Hub, and E-Commerce.
    • Settings - No access to system Configuration, Notifications, Billing History, Webhooks, Keys, Blocked Numbers, Compliance,Tags and Attributes, Multi-Factor Authentication, or Scheduler Report.
    • Compliance.
    • Tags and Attributes.
    • Multi-Factor Authentication.
    • Scheduler Report.
    • Webhooks.
    • Full System Configuration.

  • Additional Agent Livechat and Assignment:
    • Agent Self-Assignment: Agents can assign themselves and to other Teams.
    • Live Chat:
      • Live: Agents can view live chats assigned to them.
      • Archived: Agents can view archived chats related to their activities.

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