Roles & Permissions
Create and manage custom user roles and permissions in Proto AICX.
Requires the Manage user roles & permissions user permission to edit
Assigning Roles & Permissions
Roles are assigned to users in Users settings.
Permissions are applied to custom roles. Create a new role for each permission set you wish to assign.
Admin Role
The only preset role in Proto AICX is the "admin" role with these characteristics:
Has every permission granted
Is assigned to the workspace's creator by default
Can be assigned to multiple users in the workspace
Must be assigned to at least one user at all times
Cannot be modified
Cannot be deleted
Custom Roles
Every non-admin role is a custom role, unique to your workspace.
To generate and manage non-admin roles, select Roles & Permissions from the settings panel for all applicable options.
Create
Select Create Role to open the role settings panel with these options:
Name
Description (optional)
Role Type — can only be set when creating role, and determines which permission set gets applied:
Workspace — for general permissions
Team — for permissions given to live agents within a team
Permissions — at least one must be selected.
Press Save to confirm the role.
Configure
In the Roles table, select an existing role to open its settings panel.
The Name, Description, and Permissions can be modified, but not the Role Type.
All settings for the default "admin" role can be viewed but not modified.
Delete
Custom roles can be deleted when they are not assigned to any users.
In Users settings, ensure nobody has the role(s) currently assigned
In Roles & Permissions, select the role(s) by their checkbox.
Press Delete Role and confirm the action.
Permissions
Proto AICX offers dozens of granular permissions that can be assigned to a custom role. The role's Workspace or Team Role Type chosen during role creation determines the permissions available:
Workspace
Manage workspace
✔
Manage teamspaces
✔
Manage user roles & permissions
✔
Manage users
✔
Manage teams
✔
Billing
Manage billing
✔
View billing
✔
Teamspace
Manage ban rules & reasons
✔
✔
View ban rules & reasons
✔
✔
Manage tags & tag groups
✔
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View tags & tag groups
✔
✔
Manage email template alerts & domains
✔
✔
View email template alerts & domains
✔
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Manage canned replies
✔
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View canned replies
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✔
Manage profile iFrame
✔
✔
View all exports
✔
✔
AI Agents
Manage AI agents
✔
✔
View AI agents
✔
✔
Livechats
View all livechats
✔
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View livechats assigned to their teams
✔
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View livechats assigned to them
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Manage all livechats
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Manage livechats assigned to their teams
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Manage livechats assigned to them
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Export all livechats
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Export livechats assigned to their teams
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Export livechats assigned to them
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Download all livechat exports
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Download livechat exports initiated by their teams
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Download livechat exports initiated by them
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Transfer and takeover livechats they manage
✔
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Tickets
View all tickets
✔
✔
View tickets assigned to their teams
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View tickets assigned to them
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Manage all tickets
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✔
Manage tickets assigned to their teams
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Manage tickets assigned to them
✔
✔
Export all tickets
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✔
Export tickets assigned to their teams
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Export tickets assigned to them
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✔
Download all ticket exports
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✔
Download ticket exports initiated by their teams
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✔
Download ticket exports initiated by them
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Transfer and takeover tickets they manage
✔
✔
People
Manage all people
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View all people
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Analytics
Manage Winnow iFrame
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View Winnow iFrame
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AICX Add-Ons
Manage IP allowlist
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View IP allowlist
✔
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