You have the flexibility to create new roles within Freshchat, allowing you to tailor specific permissions and actions that agents with these roles can perform. This customization ensures that each agent has the appropriate level of access to perform their tasks effectively. Once the roles are defined, you can easily assign them to agents, ensuring that your team operates efficiently and securely. This process helps in organizing your workforce, streamlining operations, and enhancing overall productivity.
To create a custom role, you first need to be an Account Admin and follow the next steps:
Go to the 'Admin' section on the left pane.
2. Under the 'Configure' section, select the 'Custom Roles' option.
3. Click on ‘New Role’.
4. Enter the role name, description and choose the scope.
- Global: It means your agent can add private notes on all conversations.
- Group: Can add private notes only on conversations that are assigned to those groups the agent is a part of.
- Restricted: Can only add private notes to the conversation the agent is a part of.
Edit Role Permissions
To edit the custom roles permissions, you need to first ensure that you are an Account Admin. Once you have the necessary permissions, follow these steps:
Navigate to the roles management section within your admin settings.
Locate the specific custom role you wish to edit (note that default roles cannot be modified).
Click on the custom role name to open its detailed settings.
A permissions checklist will be displayed, allowing you to customize the actions and access levels for that role.
5. Make the necessary adjustments to the permissions as required.
6. Save your changes to apply the updated permissions to the role.
Configuring Groups
This feature allows administrators to manage and organize agents into specific groups based on their roles and responsibilities. By configuring groups, you can ensure that customer queries are directed to the appropriate agents, improving efficiency and response times.
To configure groups in Freshchat, follow these steps:
Go to Admin > Configure > Groups.
2. Click on the Create group button
3. Enter the group name and description and select the agents you want to add to the group. Under Chat preferences, select the Business Hours you want to apply to this group.
4.Click on the Create group button to save the changes.
5. If you want to edit or delete groups, click on the three dots next to the Group.
