As an administrator, you may need to manage different levels of permissions that you grant to your managers:
- some must have agent names anonymized
- others must not be able to see the sales indicators for the entire website.
- some cannot have access to specific tabs (automation, reports), or to specific reports
This article describes how to create a custom role (based on the "Manager" role), and which permissions you can grant to this new role, depending on your needs.
1. Create a custom role
First, go to Settings > Users management then Custom roles from the dropdown menu, and click Create a custom role:
You can also create a new custom role when creating a profile by clicking Create a new role:
On the second screen, choose a name for your custom role as well as a description, then select the permissions you want to grant to this new role, and click "Submit" to create it:
You can now select this role when creating/editing a user profile:
2. Permissions in detail
| Permission | Description |
|---|---|
| Access to the Shopping Assistant and Knowledge sections | Allows the user to access the Shopping Assistant and Knowledge sections in the administration interface. Without this permission, these menus are hidden: the user cannot create, edit, or view AI assistants, scenarios, intents, or knowledge bases. |
| Access to the Reports section | Grants the user access to the Reports section in the main navigation menu. Without this permission, the entire Reports section is hidden, regardless of any other reporting permissions configured. This is the base permission required to access any type of report. |
| Access to the Supervision report | Allows the user to view the Supervision report, which displays real-time activity indicators (queues, advisor availability, ongoing conversations, etc.). The Access to the Reports section permission must be enabled beforehand. |
| Access to the Production report | Allows the user to view the Production report, which provides a consolidated view of team production indicators (volumes handled, conversations waiting per routing rule, etc.). The Access to the Reports section permission must be enabled beforehand. |
| Access to website sales indicators (turnover, transactions and AOV) | Allows the user to view global website sales indicators in reports: total turnover, number of transactions, and average order value (AOV). Without this permission, these reference metrics are hidden and the user can only see data related to iAdvize conversations, without the broader website performance context. |
| Access to conversation messages report | Allows the user to include the text content of exchanges when exporting the conversations report. When this permission is disabled, the Include messages option is hidden in the export window: the user can still export conversations, but the messages exchanged will not appear in the exported file. |
| Access to user performance data in reports | Allows the user to view individual advisor statistics in reports (number of conversations handled, response time, customer satisfaction, etc.). When this permission is disabled, data that could identify an advisor's activity is anonymised, protecting individual performance confidentiality while maintaining access to aggregated data. |
| Access to the User Management section | Grants the user access to the User Management section in the administration interface. This section allows the user to modify conversation priority, advisor channels, and advisor skills. Without this permission, the user cannot manage advisor and manager accounts within their scope. |
Key takeaway:
Permissions apply to the administration user interface and to the API.
It is normal for two people with different roles not to see the same information.
This means that if a user does not have access to reports, they will not be able to see the reports in the administration interface, and will not be able to retrieve statistics through the API either.
3. Edit and delete a custom role
If you modify the permissions of a custom role, this will affect all users associated with that role.
To edit the custom role, click the "Edit" icon:
If you want to delete a custom role, no users must be associated with that role: