Roles allow you to manage permissions for large groups of agents more efficiently. You can grant permissions to a group of agents by giving them a role instead of granting agent permissions individually.

In the CloudCX system, there are three default roles: Administrators, Supervisors, and Agents. Administrators have all the permissions, Supervisors have some management permissions, and Agents have basic permissions such as accepting chats. You can edit Supervisors and Agents permissions or create more roles based on your requirements. To configure roles, you need to be a site administrator or have permission to manage Supervisors and agents.

1 Create Roles
- 1.1 Prerequisites
- 1.2 Step-by-Step Instructions
2 Manage Roles
- 2.1 Edit Roles
- 2.2 Delete Roles
3 Role Permissions

Create Roles

Prerequisites

A valid system admin account.

Step-by-Step Instructions

Go to your system CloudCX installation domain, and log in with the admin account.
From the left navigation menu, go to Global Settings > People > Roles.
Click on the “+” button to add role.

On the New Role page, add a Name for the role, and add the agents you want to assign the role. You can add descriptions to help you identify the role.

Click Save.
Click Manage role permissions to configure the permission for this role.

In the manage role permissions page, you can do the following:

Click on tabs to enter each sections.
Enable All Role Permissions in the section.
Turn on the toggle key to enable a permission in the section.

Click Save.

You have successfully created a role, now you can select this role when you create or modify an agent, you can find more details about Agents Management 9.1.1 Agents Management.

Manage Roles

Edit Roles

Select a role created by admin, and click on Edit icon to enter the edit page.

You can modify the role name, description and add or remove members from the role.
After edit the role’s information, click Save.

Note: The role Admin, Supervisor, and Agents are default roles, they cannot be deleted.

Admin role: Only can add or remove members.

Supervisor role: Can add or remove members, and modify permissions.

Agent's role: Only can modify permissions.

Delete Roles

Select a role, and click on Delete icon to delete this role.

Click Delete to confirm the deletion. The role has been deleted successfully.

Role Permissions

Contact	Widget	Inbox	Automation	Help Center	Global Settings	Reporting
Manage Company Contacts	Admin's Widget	Manage Channels/Settings	Manage Flowbuilder	Manage Knowledge Base	View Agents	View web chat Reports
View Company Contacts	User's Widget	User's Inbox	AI Copilot	Manage Articles	Agent Permission Manage	View Inbox Reports
Manage Contact Fields	Accept Chats	Manage Tags	AI Assist	Manage Public Canned Messages	Manage chat queues	Automation Reports
	View All Chats and Offline Messages	Manage Assigned to Me Tickets	AI Agent	Manage Private Canned Messages	Manage Skills	Global Reports
	View My Chat Queues' Chats and Offline Messages	Manage Tickets that Do not Belong to Any Chat Queue			Manage Role
	View My Own Chats and Offline Messages	Manage Tickets in My Queues			Manage Custom Away Status
	Delete Transcripts	Manage Tickets that Belong to Any Chat Queue			Manage SMTP SERVER
	Refuse Chats	Permanently Delete Tickets			Manage Security
	Manage Ban List	Manage All Views			Manage Global Office Hours
	Monitor All Chats	View & Manage Blocked Senders			Manage Company
	Monitor My chat queues' Chats	View & Manage Junk Messages			Log into Agent Console
		View & Operating Tickets from @mentioned			View Audit Log
					View Inbox Channel Log
					View Agent Login Log
					Manage System Notification
					Manage App & Integration

CloudCX Platform

9.1.4 Roles&Permissions