Understanding default roles

About Chat default roles

Each Tiledesk project includes three roles: Agent, Administrator, and Owner. Each of these roles by default has standard permissions and abilities.

Agents can:

• Chat with customers

• View and manage active or archived chats assigned to them or to the group they belong to (if they belong to a department configured with a group).

• Add another teammates to a conversation assigned to them or to the group they belong; forward a conversation to another teammate or to a chatbot (only chatbots marked as available to the agent)

• Configure personal settings

• View the contacts

• Archive conversations

• Add tags to contacts and conversations

• Cancel the personal account

Administrators have all of the default agent privileges. In addition, an administrator can:

• View all the active and archived chats

• Configure Operating hours, Email ticketing and Smart assignment

• Manage Flows, Knowledge Bases, Departments and Groups

• Create canned responses

• Add tags to teammates

• Setup integrations

• See Analytics, Activities and Automations Log

• Delete and restore contacts

The owner has all the default administrator and agent privileges. In addition, the account owner can:

• Upgrade or downgrade the account’s plan

• Delete permanently chats

• Delete permanently contacts

• Customize email templates

• Manage Security (i.e. Enable IP restrictions)

• Ban visitor

• Manage project advanced settings

• Change the teammate role

• Invite teammates

• Remove a teammate from the project

• Request monthly quotas increase

• Cancel the project account

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