Custom Roles

On Textline’s Pro plan, you can edit the permissions of the Agent or Admin roles by clicking the Manage button next to the role you’d like to update.  By default, this permission is given only to Admins, but is also controlled by the "Update agent roles" permission.  Once the roles are created or edited, then you will need the Update agent permission to assign the roles.

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You can also create unlimited additional roles with the permissions of your choice by selecting the Add Role button.

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Below is a full breakdown of each setting and what the permission controls

Organization Administration

Update organization details

This permission allows agents to change settings for the organization, including the name and security settings.

Manage integrations

This permission allows agents to connect, edit, or remove any integrations in your account.

Use the API

This permission allows agents to authenticate with the API and make API calls.  It also allows agents to create, edit, or remove webhooks.

Export data

This permission allows agents to export data, through CSVs, for your organization.  Without this permission, agents cannot export Contact lists from the Address Book or a Contact's Conversation History from the Conversation Dashboard.

Update plan and billing

This permission allows agents to make changes to the plan for your organization.  This includes the level (limited, standard, or pro), editing the credit card information, and seeing past bills.

Department Administration

Create departments

This permission allows for agents to create new Departments in your account.  This includes SMS, Smart SMS, and Facebook Messenger Departments.

View

This permission allows for agents to view other Departments.  You can limit them to only see Departments they are assigned to or all Departments.

Update settings for

This permission allows for agents to update features that are tied to Departments.  This includes Shortcuts, Automations, and Dispositions. You can prevent agents from updating them at all, update. them for Departments they are assigned to, or all Departments.

Agent Administration

Invite agents

This permission allows for agents to agents to your Textline organization.

View.

This permission allows for agents to view other agents in their Departments or all Departments.

Update

This permission allows for agents to edit other agents in their Departments, all Departments, or none at all.

Update agent roles

This permission allows for agents to create or edit custom roles.  Agents will need the update command to be able to assign roles to other agents.

Conversations Dashboard

View conversations

This permission set which Conversations an agent can see.  It can be set to only Conversations assigned to them, new and theirs, or all Conversations.  This permission will also affect the filters that an agent will see on the Conversation dashboard, based on the permission given to them.

Messaging Tools Administration

Send attachments

This permission allows for agents to send attachments with their messages or send MMS messages.  This includes regular messages and Announcements.

Schedule messages

This permission allows for agents to create Scheduled Messages.  This includes scheduling a message even when a contact does not have an open Conversation in the Department.

Start conversations

This permission allows for agents to start new Conversations with contacts.  This also prevents agents from re-opening past Conversations.

View announcements in

This permission sets which Announcements an agent can see.  It can be set to allow them to see Announcements in their Departments, all Departments, or none at all.

Send announcements in

This permission allows for agents to send Announcements.  It will allow them to send Announcements in their Departments, all Departments, or none at all.

Address Book

Customize address book fields

This permission allows agents to create and edit custom fields in the Address Book.  This only pertains to the settings, not the actual contact data within the fields.

Metrics

View organization metrics

This permission allows for agents to see metrics for the whole organization.

View department metrics for

This permission allows for agents to filter metrics down to individual Departments.  It can be set to their Departments, all Departments, or none at all.

View agent metrics for

This permission allows for agents to filter metrics down to individual agents.  It can be set to filter metrics down only to themself, agents in their Departments, all Departments, or none at all.

NPS

View NPS results

This permission allows for agents to view the results of NPS surveys.

Send NPS surveys

This permission allows for agents to send NPS surveys.

Update NPS settings

This permission allows for agents to update the settings for the NPS survey.

 

Need more help?

Text us at +1 (415) 849-4349 or email us at support@textline.com