The Permissions card on a role’s page has two tabs, Simple and
Detailed. This page lists what Detailed shows.
In Detailed, a menu lists the sections and you see one at a time.
Workspace comes first; the other sections follow in alphabetical order.
Each section shows how many of its permissions are on. Each area in a section
is a row with a level, No access, View or Manage. Open the row to
see its permissions, one checkbox each, with what it allows.
The checkboxes are named for their action:
Action
Meaning
View
See the area. Without it, the area and its menu item are hidden. Giving Create and edit or Delete on an area gives View on it too.
Create and edit
Add new items and change existing ones.
Assign, Take from the queue, Manage, Run, Sync from Meta, Import, Export
A specific action, listed under the areas that have it.
Delete
Remove items.
Checkboxes are greyed out when you don’t hold that permission yourself, or
when the role is a built-in one.
Add members and change their role. Each member changes their own name, email and password.
✓
✓
Delete
Remove members from the workspace.
✓
✓
Teams
View
See teams and who is in them.
✓
✓
✓
Create and edit
Create teams and change their members.
✓
✓
Delete
Delete teams.
✓
✓
Workspace membership
View
See the workspace membership list.
✓
✓
✓
Assign
Add someone with a Soosh account by email or ID, remove a member, or change a member’s role. No screen uses it: the Members page uses Members permissions, and API keys can’t manage members.
✓
✓
General settings
View
See the workspace’s general settings.
✓
✓
✓
Create and edit
Change the time zone and defaults. Only the owner can change the workspace name.
✓
✓
✓
Roles
View
See roles and what each allows.
✓
✓
Create and edit
Create and edit custom roles.
✓
✓
Delete
Delete custom roles that no member holds. Only the owner deletes one that only the owner can give.
Hand a chat you can see to the queue, a team or yourself, and close the transfer of a chat handed to you, by you or assigned to you. Handing it to a named person needs Assign.
✓
✓
✓
✓
Take from the queue
Take the next chat from the queue with Pick next, from your own teams’ queues. Without Manage, this also needs Allow agents to pick from queue turned on in bot settings.
✓
✓
✓
✓
Manage
See the whole queue, not only your teams’ chats, assign queued chats and hand chats to others, and pick from any queue whatever the bot settings say. With Create and edit, also close any transfer.
✓
✓
✓
Agent routing
View
See how handed-over chats reach agents.
✓
✓
✓
Create and edit
Change agent routing settings.
✓
✓
✓
Business hours
View
See opening hours and the out-of-hours reply.
✓
✓
✓
Create and edit
Change opening hours and the out-of-hours reply.
✓
✓
✓
Response times and inactive chats
View
See response-time targets and inactive-chat reminders.
✓
✓
✓
Create and edit
Change response-time targets, escalation and inactive-chat reminders.
✓
✓
✓
Chats
View
Open the inbox and read chats.
✓
✓
✓
✓
Create and edit
Send messages to customers.
✓
✓
✓
✓
Chat assignment
Create and edit
Assign a chat to a member with Assign to agent, or clear its assignee. Also lets them hand a chat to a named person.
See the contacts list and every chat. Without it, members see only chats assigned or handed to them.
✓
✓
✓
✓
Create and edit
Add and edit contacts, and change their tags.
✓
✓
✓
Import
Import contacts from a file.
✓
✓
✓
Export
Export contacts to a file.
✓
✓
Delete
Delete contacts.
✓
✓
✓
Tags
View
See tags, including on contacts.
✓
✓
✓
✓
Create and edit
Create and edit tags.
✓
✓
✓
Import
Import tags from a CSV file on the Tags page.
✓
✓
Export
Export tags to a CSV file from the Tags page.
✓
✓
Delete
Delete tags.
✓
✓
✓
Exporting also needs View on the same area: Export under Contacts
works only with View under Contacts, and the same for Tags. Only the owner
gives Export under Contacts to a role other than Admin (see
Permissions only the owner gives).
Create and edit under Billing is the only permission the built-in Admin
role doesn’t have. By default only the owner can add money to the wallet and
manage automatic top-up.
The built-in Admin role has these, but no other role gets them unless the
owner gives them:
Create and edit under Members: invite members and change their role.
Delete under Members: remove members from the workspace.
Assign under Workspace membership: add and remove members and change
their role through the API.
Export under Contacts: download the contact list. It also needs View
under Contacts.
The owner can give any of these, or Create and edit under Billing, to a
custom role. A role with any of them is then reserved for the owner to create,
edit and give out, and only the owner can manage the members who hold it.
Teams permissions aren’t reserved.
You can only grant what you hold. In the role editor, permissions you
don’t hold are greyed out. The editor says “You can only give permissions
you have yourself.”
Create and edit and Delete include View. Saving a role with Create
and edit or Delete on an area gives it View on that area too. If
you don’t have that View yourself, the role can’t be saved with them.
Other actions, like Run or Export, are given on their own.
You can’t change your own role. The permissions of the role you hold are
read-only to you.
Areas your workspace doesn’t have aren’t listed. Permissions already
saved for them are kept and give no access. The editor offers Remove them.
Some powers are never offered. Single sign-on settings and creating or
deleting workspaces are managed by Soosh.