Manage permissions with custom roles
Custom roles are reusable sets of permissions that you can assign to teammates in your Pingstreams project. They make it simple to update permissions for a large group of project’s members all at once.
Create a new custom role
Section titled “Create a new custom role”To create a new role, go to Settings > Teammates & Groups > Roles.
Click the New role button and then in the “New role” page enter a name for your role:
Next, select the permissions that project’s member with this role will have:
Then save your new role.
Assigning roles to your teammates
Section titled “Assigning roles to your teammates”To assign a role to a teammate, go to Settings > Teammates & Groups > Teammates
If you’re inviting a new teammate, click the “Invite Teammate” button. On the Invite Teammate page, simply enter his email address and choose the appropriate role from the list before sending the invite.
If the teammate is already a member of the project, in the Teammates list click on a teammate. In his profile, select a new role from the “Role” dropdown, then click Update to save the changes.
Editing or deleting a custom role
Section titled “Editing or deleting a custom role”To edit or delete a custom role, go to Settings > Teammates & Groups > Roles.
The available permission options
Section titled “The available permission options”For every section, the “Able to view” permission is crucial.
If “Able to view” is not selected the teammate will not see the section at all, or their access to this section will be blocked entirely.
Another recurring permission is “Able to edit”.
If “Able to edit” is not selected the teammate will not be able to make changes to the section or settings.
Permissions explained
Section titled “Permissions explained”Conversations
Section titled “Conversations”Able to view real time and opened
Section titled “Able to view real time and opened”Without this, teammates cannot access to Monitor (real time conversations)
Without this, teammates cannot access to Monitor > Opened conversations (not in real time conversations)
Without this, teammates cannot view the conversations of the contacts (Contacts > Contact details)
Able to view History
Section titled “Able to view History”Without this, teammates cannot access to resolved conversations
Able to create a ticket
Section titled “Able to create a ticket”Without this, teammates cannot create ticket (Monitor)
Able to send message
Section titled “Able to send message”Without this, teammates cannot reply to a conversation (Monitor)
Able to join to a conversation
Section titled “Able to join to a conversation”Without this, teammates cannot participate to a conversation (Monitor)
Without this, teammates cannot participate to a conversation in (Opened conversations)
Without this, teammates cannot participate to a conversation (Conversation details)
Able to resolve a conversation
Section titled “Able to resolve a conversation”Without this, teammates cannot close a conversation (Conversation details)
Without this, teammates cannot close a conversation (History)
Able to reopen an archived conversation
Section titled “Able to reopen an archived conversation”Without this, teammates cannot reopen a conversation (History)
Without this, teammates cannot reopen a conversation (Conversation details)
Able to delete an archived conversation
Section titled “Able to delete an archived conversation”Without this, teammates cannot delete permanently a closed conversation (History)
Able to update the status of a conservation
Section titled “Able to update the status of a conservation”Without this, teammates cannot update the status of a conservation (Conversation details)
Able to update the priority of a conservation
Section titled “Able to update the priority of a conservation”Without this, teammates cannot update the priority of a conservation (Conversation details)
Able to add teammates as followers of a conversation
Section titled “Able to add teammates as followers of a conversation”Without this, teammates cannot add other teammates as followers of a conservation (Conversation details)
Able to convert a conversation to offline / online
Section titled “Able to convert a conversation to offline / online”Without this, teammates cannot disable the smart reassignment (convert to offline) or enable it for a a conversation (Conversation details)
Able to add / remove conversation TAGS
Section titled “Able to add / remove conversation TAGS”Without this, teammates cannot add or remove conversation TAGS (Conversation details)
Able to add / remove notes from a conversation
Section titled “Able to add / remove notes from a conversation”Without this, teammates cannot add or delete conversation’s notes (Conversation details)
Able to reassign a conversation
Section titled “Able to reassign a conversation”Without this, teammates cannot reassign a conversation to another teammate (Conversation details)
Able to add a teammate to a conversation
Section titled “Able to add a teammate to a conversation”Without this, teammates cannot add other teammates to serve a conversation (Conversation details)
Able to leave a conversation to which is joined
Section titled “Able to leave a conversation to which is joined”Without this, teammates cannot leave a conversation also if are joined to it (Conversation details)
Able to send the chat transcript
Section titled “Able to send the chat transcript”Without this, teammates cannot send the chat transcript (Conversation details)
Knowledge bases
Section titled “Knowledge bases”Able to view
Section titled “Able to view”Without this, teammates cannot access to Knowledge bases
Able to add contents
Section titled “Able to add contents”Without this, teammates cannot add contents to a Knowledge base (the KB has already contents)
Without this, teammates cannot add contents to a Knowledge base (the KB not has contents)
Able to edit content
Section titled “Able to edit content”Without this, teammates cannot edit a Knowledge base content
Able to reindex content
Section titled “Able to reindex content”Without this, teammates cannot reindex a Knowledge base content
Able to check content status
Section titled “Able to check content status”Without this, teammates cannot check the status of a Knowledge base content
Able to delete Knowledge Base and contents
Section titled “Able to delete Knowledge Base and contents”Without this, teammates cannot delete Knowledge base contents (Note: the default Knowledge Base cannot be deleted)
Without this, teammates cannot delete a Knowledge base
Able to add a new Knowledge Base
Section titled “Able to add a new Knowledge Base”Without this, teammates cannot create a new Knowledge base
Able to update and test AI settings
Section titled “Able to update and test AI settings”Without this, teammates cannot update or test the AI settings of a Knowledge base
Able to view
Section titled “Able to view”Without this, teammates cannot access to Flows
Able to create a new Flow
Section titled “Able to create a new Flow”Without this, teammates cannot create a new Flows
Able to edit a Flow
Section titled “Able to edit a Flow”Without this, teammates cannot edit a Flow
Able to delete
Section titled “Able to delete”Without this, teammates cannot delete a Flow
Able to test
Section titled “Able to test”Without this, teammates cannot test Flows
Able to duplicate
Section titled “Able to duplicate”Without this, teammates cannot duplicate Flows
Able to share
Section titled “Able to share”Without this, teammates cannot get the links to share Flows
Able to export
Section titled “Able to export”Without this, teammates cannot export Flows
Able to copy Webhooks URL
Section titled “Able to copy Webhooks URL”Without this, teammates cannot copy Webhooks URL
Able to enable/disable Webhooks
Section titled “Able to enable/disable Webhooks”Without this, teammates cannot enable/disable Webhooks
Able to delete Webhooks
Section titled “Able to delete Webhooks”Without this, teammates cannot delete Webhooks
Contacts
Section titled “Contacts”Able to view
Section titled “Able to view”Without this, teammates cannot access to Contacts
Able to export
Section titled “Able to export”Without this, teammates cannot export the contacts list
Able to trash
Section titled “Able to trash”Without this, teammates cannot trash contacts. Contacts in the trash (Trashed contacts) can be permanently deleted or restored
Able to restore
Section titled “Able to restore”Without this, teammates cannot restore a trashed contacts
Able to delete
Section titled “Able to delete”Without this, teammates cannot delete permanently a trashed contacts
Able to update
Section titled “Able to update”Without this, teammates cannot add or update contacts metadata in Contacts > Contact details
Without this, teammates cannot add or update contact metadata in Conversation details > Profile tab
Able to ban visitor
Section titled “Able to ban visitor”Without this, teammates cannot ban a visitor. The feature to ban a visitor is in Conversation details
Able to unban visitor
Section titled “Able to unban visitor”Without this, teammates cannot unban a visitor. The feature to unban a visitor is in Settings > Project Settings > Banned visitors Tab (Note: the teammate must to have the permission “Able to view Banned visitors” available in Roles > New Role / Edit Role > Project settings section)
Widget
Section titled “Widget”Able to view
Section titled “Able to view”Without this, teammates cannot access to Widget set up, Widget installations and Widget translations
Routing & Departments
Section titled “Routing & Departments”Able to view
Section titled “Able to view”Without this, teammates cannot access to Routing and Departments
Able to edit
Section titled “Able to edit”Without this, teammates cannot edit Departments and its routing
Able to create
Section titled “Able to create”Without this, teammates cannot create a new Department and manage its routing
Teammates & Groups
Section titled “Teammates & Groups”Able to view Teammates
Section titled “Able to view Teammates”Without this, teammates cannot access to Teammates list
Without this, teammates cannot access to Teammates profile
Able to invite a new Teammate
Section titled “Able to invite a new Teammate”Without this, teammates cant invite a user as project member
