Permissions

As a Project Owner, you have the option to restrict your agents' access to some sections of the Tidio account. You can also create your own permission sets and save them as presets.

 

In this article, you'll learn:

• What permissions are
• How to add an agent with specific permissions
• How to change permissions
• How to create your own roles
• What the available permission options are

 

 

Permissions

 

 

As the Project Owner of a Tidio project, you can set up custom permissions for each of your agents. To make this process easier, we created three predefined roles that you can pick from:

 

Admin 

The highest permission set. With this role, the agent has access to all the options and sections.

 

Moderator

With this role, the agent has access to most of the options but with some slight limitations. Moderators can't: manage agents, delete or export contacts, delete conversations or tickets.

 

Chat Agent

This is the simplest role, and is dedicated for the agents who will only reply to conversations without managing any Tidio settings. The most restricted permissions apply here; access to certain sections still possible (for viewing only), but can be modified further to block access entirely (e.g. access to Analytics).

 

Please note that you can also create your own pre-set roles; more on that in this section of the article.

 

 

Adding agents

 

You can choose the predefined roles for the agents when adding an agent in the Settings > Team > Agents section.

 

 

 

In there, you will see a list of any agents you've already added, and yourself. Use the Add an Agent button in the top-right to add a new one:

 

 

 

In the popup, you will need to name your new agent, provide their email login, and set a role (and assign to a department, if that feature is available to you):

 

At this stage, you are unable to choose any custom role you may have created earlier. However, that can be changed once the agent is added to your list.

 

 

Changing permissions

 

You can change each agent's permissions in the Settings > Team > Agents section of your Tidio admin panel. You will also have the option to set custom permissions for each agent. To enter the customization panel, click on the Edit permissions button next to the agent's details on the right-hand side:

 

 

 

You can select from the available role presets, or modify the current set. Various permissions are organized into separate tabs, where you can decide if the given agent is able to edit a particular aspect of your project or just view the settings, or possibly have these permissions blocked entirely:

 

 

 

Creating custom roles (permission sets)

 

You can create a brand new role with your own permission settings, and use it later quickly. To create a new role, open the Preset permission roles menu and use the Create a new role option:

 

 

 

You'll be asked to name your new preset role as well:

 

 

Once you are done with setting up the permissions, hit the Save permission role button to save your preset:

 

 

 

The available permission options

 

While setting up custom permission sets or modifying existing one, you can see the following options:

 

• Block Permissions - The agent will not see the chosen section at all, or their access to this section will be blocked entirely.

 

• Able to View - Gives the agent a preview of the section or settings, but they will not be able to modify any settings.

 

• Able to Edit - An agent will see and make changes in the section or settings.

• Canned responses
• Agents
• Service Level Agreements
• Customer satisfaction
• Tags and properties
• Project preferences
• Billing
• Project reports

 

In the Channels tab, you can change permissions for modifying your widget appearance, as well as managing different communication channels:

• Live chat
• Email
• Facebook
• Instagram
• WhatsApp

 

In the Inbox & Contacts tab, you can change permissions regarding messages and contacts:

• Delete contacts
• Export contacts
• Delete conversations
• Delete tickets

In the Sections Access tab, you can change permissions accessing certain sections of your project:

• Flows
• Integrations