This feature allows you to create custom Roles that reflect the unique positions on your team, such as administrator, manager, team leader, and agent.

Note: that if a user has a role assigned to them you won't be able to edit their permissions in the agent permissions page without removing the role first.

• Create a custom agent Role
• Set an agent’s Role
• Assign a Role to multiple agents
• Edit a custom agent Role

Create a custom agent Role

You can create a Role by doing the following:

1. Click on Admin.
2. Select Roles.
3. Click on the Add Role button.
4. Name the Role.
5. Select the permissions you want that Role to have.
6. Click Create.

Set an agent’s Role

You can set an agent's Role by doing the following:

1. Go to Agent Permissions.
2. Click on the agent’s name.
3. Click the No Role button.
4. Select the Role that you want to assign to that agent from the drop-down list.

Assign a Role to multiple agents

You can easily assign a Role to multiple agents by doing the following:

1. Go to Agent Permissions.
2. Click on the agent’s name.
3. Click on the No Role button.
4. Select the Role that you want to assign to that agent from the drop-down list.
5. Scroll down and click on the Apply to multiple agents button.
6. Select the agents and/or groups that you want to have that Role.
7. Click on Apply Permissions.

Note: when bulk assigning Roles to agents, you can choose to assign a Role to the whole group or only to certain agents inside of one group.

Edit and delete a custom agent Role

After you have created a custom Role, you can always edit or delete it by following these steps:

1. Click on Admin.
2. Select Roles.
3. Find the Role that you want to edit or delete.
4. Click on the pencil icon to edit or the bin icon to delete the role.