Understanding Default Roles

About Chat default roles

Every Pingstreams project includes three roles: Agent, Administrator, and Owner. Each of these roles has standard permissions and capabilities by default and cannot be modified or deleted.

Agents can:

Chat with customers
View and manage active or archived chats assigned to them or to the group they belong to (if they belong to a department configured with a group).
Add another teammates to a conversation assigned to them or to the group they belong; forward a conversation to another teammate or to a chatbot (only chatbots marked as available to the agent)
Configure personal settings
View the contacts
Archive conversations
Add tags to contacts and conversations
Cancel the personal account

Administrators have all of the default agent privileges. In addition, an administrator can:

View all the active and archived chats
Configure Operating hours, Email ticketing and Smart assignment
Manage Advanced settings
Manage Flows, Knowledge Bases, Departments and Groups
Create canned responses
Add tags to teammates
Setup integrations
See Analytics, Activities and Automations Log
Trash and restore contacts
Invite teammates
Change the teammates role
Disable and restore teammates
Remove a teammate from the project

The Owner has all the default administrator and agent privileges. In addition, the account Owner can:

Upgrade or downgrade the account’s plan
Delete permanently chats
Delete permanently contacts
Customize email templates
Manage Security (i.e. Enable IP restrictions)
Ban visitor
Request monthly quotas increase
Cancel the project account

Feel free to reach out to let us know how are you finding Pingstreams on support@pingstreams.io