Users of the Engage platform will belong to one of the defined user roles, which decides what views and capabilities they have access to.
The following user roles are available in Engage:
Agent: This user can only see and handle conversations that are assigned to them.
Dispatcher: In addition to agent rights, this user can accessAssignmentand see new conversations to assign them to other users. A dispatcher can also access Customers where they can view all customers.
Administrator: This user can access all of Engage and edit all settings.
Editor: This user can only accessCampaignsand create newsletters.
Agent/Editor: This user is a combination of the above-mentioned agent and editor roles.
Dispatcher/Editor: This user is a combination of the above-mentioned dispatcher and editor roles.