Users and Role Management

Manage users and roles to control who has access to Contact Center AI (CCAI) and what they can do. Users include App Owners, App Developers, App Testers, Supervisors, and Agents. Roles define each user’s permissions across the platform.

Section	Description
Users	Add, edit, and manage users and groups.
Roles and Permissions	Understand default roles and configure permission sets.
Custom Roles	Create and manage custom roles for your organization.

Users

Navigate to Users

Go to Manage > Users > Manage Users from the left navigation menu or the product switcher.

User List Features

Feature	Description
Search	Find a user by name.
User	User’s name and configured email.
Role	Role assigned to the user.
Skills	Skills assigned to the user.
Queues	Queues assigned to the user.

Add a User

Select Invite Users.
In the Invite User window, fill in the following fields:
- Email: User’s email address.
- First Name and Last Name.
- Role: Select App Developer, App Tester, Agent, or Supervisor.
  - Users with Change User Role set to Yes can modify another user’s role.
  - Users with Change User Role set to No can’t. See Permissions.
- Attributes: Edit user details or delete the user.

Users whose accounts are disabled appear with a Disabled tag. If a user with disabled Contact Center permissions sends an invite, the new user’s Contact Center permissions are also disabled.

Manage Profile Fields

App Owners and Administrators can create custom fields to capture agent metadata beyond the default profile attributes. Once created, a custom field appears in the profile of every agent in the account. To add a custom field:

Select Manage Profile Fields in the upper-right corner.
Select Add Custom Field.
Enter the required details and select Save.

The field appears in the profile of all agents. Field values can be updated in two ways:

From the UI - Edit the value directly in the agent profile and select Save.
Using API - Use the Agent APIs to read or write custom field values.

User Attributes

In the User Attributes window, you can:

Upload a profile picture (optional).
Edit first name, last name, email, role, and phone number.

General Settings

Enable Allow Contact Center Permissions to configure:

Set Agent Console as default-Makes the Agent Console the default landing page. Dynamic Navigation Control determines the landing page based on the user’s permissions.
Group
Custom ID-Supports all special characters except spaces and backslashes, up to 64 characters.
Agent Nick Name
Desktop layout

Chat & Voice

Enable Chat to set:

Capacity by Channel Type-Maximum concurrent conversations per channel (up to 15 per type). When an agent reaches the total digital conversation limit, they’re marked System Busy and receive no new digital conversations until existing ones are closed.
Language Support-Supported languages and proficiency level (Novice, Average, Good, or Expert).
Widget Features-Attachments and emojis in live chat.

Agents aren’t listed in Agent Transfers when Chat and Email channel slots are set to zero.

Enable Voice to set:

Voice Support-Agents can accept inbound and manual outbound calls by default. Campaign calls are disabled by default; enable them and ensure the agent is in the queue attached to the campaign.
Languages-Supported languages and proficiency levels.

Enable Voice Mail to set the number of voicemails callers can leave in a queue.

Queues & Skills

Queues

Search for a queue and select it from the list. Only existing queues appear. To add a queue, see Add a Queue.
Assign one or more queues and mark preferred queues-preferred queues take priority when routing incoming interactions.
To remove a queue, select the Delete icon.

Skills

Search for a skill and select it from the dropdown. Only existing skills appear. To add a skill, see Add a Skill.
Set the proficiency level: Novice, Average, Good, or Expert.
To remove a skill, select the Delete icon.

Save User Record

Select Invite User at the bottom of the window (available from any section).

Minimum requirements to save a user record:

Mandatory fields: email, first name, and role.
At least one channel enabled (Chat or Voice).
At least one language assigned to the enabled channel.

Edit a User Record

On the Manage Users page, select the Ellipsis icon (⋮) for the user.
In the User Attributes window, make your changes.
Select Update Changes.

Users whose accounts are disabled can only edit the Name, Phone Number, and Role fields of other users.

Promote as Owner

Select the Ellipsis icon (⋮) for the user.
On the Promote app owner pop-up, select a role and select Save.

Change Owner

Select the Ellipsis icon (⋮) for the current App Owner.
On the Promote app owner pop-up, select a role and select Save.

Delete a User Record

Select the Ellipsis icon (⋮) for the user.
Select Delete.
Confirm when prompted.

You can’t delete your own user account.
You can’t delete the CCAI App Owner.
Reports, dashboards, and APIs continue to display deleted agents as long as historical data includes them.
After deletion, the user can no longer sign in. To temporarily restrict access without deleting, disable their Chat and Voice channels or move them to the Unassigned group.

Add a Group

Select Invite Users.
In the Invite User window, configure:
- Name: Group name. See Create a Group.
- Role: App Developer, App Tester, Agent, or Supervisor.
Select Share Invites.

Roles and Permissions

The Platform uses role-based access control. Roles determine which features a user can access and at what level. Go to Manage > Users > Manage Users and select the Role Management tab.

Role Management Live Board

The Role Management board lists all roles with the following information:

Column	Description
Role Name	Name of the role across Platform.
Actions	Edit or delete a role.
Description	Short description of the role.
Type	System = default, preconfigured roles. Custom = user-created roles.
Last Update	Date the role was last modified.

Default Roles

Default roles are fixed and can’t be edited or deleted.

Role	Access Level
App Owner	Full access and control over the app.
App Developer	Co-developer access.
App Tester	Read-only access to the app definition.
Supervisor	Operations management access.
Agent	Access to the agent console and internal chat.

Permissions

The Monitor Console permission is restricted to queues the user is assigned to.
The Transfer/Close Multiple Conversations permission is split into three child permissions: Change Queue for Conversations, Assign Conversations, and Force Close Conversations. Child values inherit from the parent.

Parent and Child Permissions

Agent Desktop Console and Monitor Console are parent permissions.

When a parent is set to No or View, all child permissions are automatically disabled and can’t be changed.
Monitor Console functions as a View permission when set to Yes with all underlying permissions set to No.

Permission Reference Tables

The tables below show the access level each default role and custom role has for each permission. For Custom Roles, the column shows the available options you can assign.

Automation

Permission	Description	Owner	Developer	Tester	Supervisor	Agent	Custom
Tasks	Create and manage dialog, action, alert, information, and flow tasks.	Full	Full	View	No	No	Full / View / No
Natural Language	Manage NL training data (utterances, patterns, synonyms), configurations, and thresholds.	Full	Full	View	No	No	Full / View / No
Knowledge Graph	Manage knowledge collection and training (Questions, Alternate Questions, Synonyms, Class).	Full	Full	View	No	No	Full / View / No
Testing	Manage Batch Testing and Conversation Testing.	Full	Full	View	No	No	Full / View / No
App Developers	Manage App Owners and co-developers.	Full	View	View	No	No	Full / View / No
Bot Settings	Manage General Settings, Language Management, Auth Profiles, PII, IVR, Variables, Versions.	Full	Full	No	No	No	Full / View / No
Dashboard	View and export dashboard data.	Yes	Yes	Yes	No	No	Yes / No
Custom Dashboards	Manage custom dashboards, widgets, and definitions.	Full	Full	View	No	No	Full / View / No
Storyboard	View and create Scenes.	Full	Full	View	No	No	Full / View / No
Bot Builder API Scopes	Manage API Scopes for platform APIs.	Yes	Yes	No	No	No	Yes / No
Integrations & Extensions	Manage BotKit, WebSDK, Agent Transfer, Actions, External NLU.	Yes	Yes	No	No	No	Yes / No
Publish Bot	Raise a request to publish the app.	Yes	Yes	No	No	No	Yes / No
Bot Analytics	View and export bot analytics.	Yes	Yes	Yes	No	No	Yes / No
Bot Import	Import a bot definition file or restore a version.	Yes	Yes	No	No	No	Yes / No
IntentDiscovery	Manage Intent Discovery.	Full	Full	Full	No	No	Full / View / No
Use Case Management	Create and manage FAQs and conversations.	Full	Full	Full	None	None	View / None / Full
Automations Dashboard	Access automation metrics in Dashboard.	Yes	Yes	Yes	Yes	No	Yes / No
Automations Tab	Access the Automations tab and Platform.	Yes	Yes	Yes	No	No	Yes / No

Flows and Routing

Permission	Description	Owner	Developer	Tester	Supervisor	Agent	Custom
Waiting Experience	Create and manage waiting experiences.	Full	Full	Full	None	None	View / None / Full
Hours of Operation	Create and manage hours of operation.	Full	Full	Full	None	None	View / None / Full
Queue Settings	Create and manage queues.	Full	Full	Full	Full	None	View / None / Full
Flow Management	Create and manage experience flows.	Full	Full	Full	None	None	View / None / Full
Default Flows	Manage default flow properties.	Full	Full	Full	None	None	View / None / Full
Transfer Routing Rules	Configure global transfer rules for chat/voice.	Full	Full	Full	None	None	View / None / Full
Agent Playbook - Configuration	Manage agent playbook feature accessibility.	Full	Full	Full	None	None	None / Full
AgentAssist Settings	Define AgentAssist widget accessibility for agents.	Full	Full	Full	None	None	View / None / Full
Agent Coaching - Configuration	Manage real-time coaching feature accessibility.	Full	Full	Full	None	None	View / None / Full
Service Level - Configuration	Manage service level feature accessibility.	Full	Full	Full	Full	None	View / None / Full

User Management

Permission	Description	Owner	Developer	Tester	Supervisor	Agent	Custom
Edit User Information	Allow users to modify user-related information	Yes	Yes	No	Yes	No	Yes / No
Agent Status	Create and manage agent status types.	Full	Full	Full	Full	None	View / None / Full
User Management	Manage Users of App, App Owner, and co-developers of an App.	Full	Full	View	Full	No	Full / View / No / View & Invite / Edit / Edit & Delete
User Management > Manage Custom Profile Fields	Manage custom profile fields for agents.	Yes	Yes	No	No	No	Yes / No
User Management > Edit User Information	Allow users to modify user-related information.	Yes	Yes	No	Yes	No	Yes / No
Agent Settings	Modify global agent settings.	Full	Full	Full	Full	None	View / None / Full
Agent Settings > Agent Console Chat Timer Display Logic	Allow users to modify agent console chat timer display logic.	Yes	Yes	Yes	Yes	No	Yes / No
Skill Management	Create and manage agent skills and skill groups.	Full	Full	Full	Full	None	View / None / Full
Visibility of Captured Sentiment	Manage visibility of customer sentiment in the agent console.	Yes	Yes	Yes	Yes	Yes	Yes / No
Agent Group Management	Create and manage agent groups.	Full	Full	Full	Full	None	View / None / Full
Change User Role	Allow user roles to be modified.	Yes	Yes	Yes	Yes	No	Yes / No

User Management Permission Options

The User Management permission supports six access levels. Each level defines which user lifecycle actions the role can perform.

Permission	Create Users	Edit Users	Delete Users	View Users	Invite Users
Full Access	✓	✓	✓	✓	✓
Edit & Delete	—	✓	✓	✓	—
Edit	—	✓	—	✓	—
View	—	—	—	✓	—
View & Invite	—	—	—	✓	✓
None	—	—	—	—	—

Setting the User Management permission to View, View & Invite, or None turns off all child permissions. If you set the parent permission to Edit, Edit & Delete, or Full Access, the system restores the previous child permission configurations.

Agent and Supervisor Experience Agent Desktop Console

Agent Desktop Console is a parent permission. Child permissions are disabled when the parent is set to No or View.

Permission	Description	Owner	Developer	Tester	Supervisor	Agent	Custom
Internal Chat	Chat internally with others in the account.	Yes	Yes	Yes	Yes	Yes	Yes / No
Modify Skill Subscription	Allows agents to opt in/out of specific skills.	Yes	Yes	No	Yes	No	Yes / No
Modify Queue Subscription	Allows agents to opt in/out of specific queues.	Yes	Yes	No	Yes	No	Yes / No
Audio Calls in Messaging Conversations	Add audio calls to a messaging interaction.	Yes	Yes	Yes	Yes	Yes	Yes / No
Video Calls in Messaging Conversations	Add video calls to a messaging interaction.	Yes	Yes	Yes	Yes	Yes	Yes / No
Desktop Layout Creation	Create custom desktop layouts.	Yes	Yes	Yes	Yes	No	Yes / No
Desktop Layout Publishing	Publish custom layouts account-wide.	Yes	Yes	Yes	Yes	No	Yes / No
Request Supervisor Support	Send a request for supervisor support.	Yes	Yes	Yes	Yes	Yes	Yes / No
Receive Supervisor Support	Receive supervisor support requests from agents.	Yes	Yes	Yes	Yes	No	Yes / No
Call Dialing Stage Settings	Enable call controls during dialing (Outbound Dialer).	No	No	No	No	No	Yes / No
Direct Outward Dialing	Make direct outward calls.	Yes	Yes	Yes	Yes	No	Yes / No
Outbound Email	Send outbound emails when enabled for the account.	Yes	Yes	Yes	Yes	No	Yes / No
Agent Channel Selection for Upcoming Interactions	Select preferred channel for upcoming interactions.	Yes	Yes	No	No	No	Yes / No
Manually Redact Sensitive Data	Redact selected text during live conversations.	Yes	Yes	No	Yes	No	Yes / No
Consult Call	Make a consult call before transferring a conversation.	Yes	Yes	Yes	Yes	Yes	Yes / No
Consult Chat	Allow agents to initiate a consult chat with another agent before transferring the chat conversation.	Yes	Yes	Yes	Yes	Yes	Yes / No
Widget Management	Create and manage custom widgets.	Full	Full	Full	Full	None	View / None / Full
Survey Management	Create and manage surveys.	Full	Full	Full	None	None	View / None / Full
Disposition Management	Create and manage dispositions.	Full	Full	Full	None	None	View / None / Full
Access to Agent’s Personal Dashboard	Define My Dashboard accessibility for agents.	No	No	No	No	No	Yes / No
Standard Responses	Create and manage standard responses.	Full	Full	Full	None	None	View / None / Full
Queues and Agents	Access Queues and Agents metrics in Dashboard.	Yes	Yes	Yes	Yes	No	Yes / No
Secure Form Management	Create and manage secure forms.	Full	Full	Full	Full	None	View / None / Full
Secure Form Data View	View filled-out secure forms and data.	Yes	Yes	Yes	Yes	No	Yes / No

Agent and Supervisor Experience Monitor Console

Monitor Console is a parent permission. Child permissions are disabled when the parent is set to No or View.

Permission	Description	Owner	Developer	Tester	Supervisor	Agent	Custom
Join Conversation	Join a conversation.	Yes	Yes	Yes	Yes	No	Yes / No
Listen and Whisper Conversation	Listen and whisper to a conversation.	Yes	Yes	Yes	Yes	No	Yes / No
Monitor Queue Visibility	Which queues the user can access.	All	All	All	Self	Self	All / Self
Bot-led Interactions	Access bot-driven interactions on the Monitor tab.	Yes	Yes	No	Yes	No	Yes / No
Force Logout	Force logout another user from the system.	Yes	Yes	Yes	Yes	No	Yes / No
Change Queue for Conversations	Change the queue for individual or multiple conversations.	Yes	Yes	Yes	Yes	No	Yes / No
Assign Individual or Multiple Conversations	Assign individual or multiple conversations to an agent.	Yes	Yes	Yes	Yes	No	Yes / No
Override Queue Transfer Restrictions in Monitor	Allows users to bypass queue-level transfer restrictions when changing queue assignments from the Monitor tab. Queue transfer restrictions continue to apply in Agent Console.	No	No	No	No	No	Yes / No
Force Close Individual or Multiple Conversations	Force close individual or multiple conversations.	Yes	Yes	Yes	Yes	No	Yes / No
Profile	Allow user to edit another user’s profile details in the monitor.	Yes	Yes	Yes	Yes	No	Yes / No
Mark Offline	Allow user to mark another user as offline.	Yes	Yes	Yes	Yes	No	Yes / No
Edit Disposition from Dashboard > Interactions	Edit disposition code after a conversation ends.	Yes	Yes	Yes	Yes	No	Yes / No
Download Interactions Data	Download transcripts, recordings, events, and latency reports.	Yes	Yes	Yes	Yes	No	Yes / No
Reports	Create, view, and run reports.	Full	Full	Full	Full	None	View / None / Full
Voice Campaigns	Access Voice Campaigns under the Campaigns module.	Full	Full	Full	Full	None	View / None / Full
Proactive Web Campaigns	Access Proactive Web Campaigns under the Campaigns module.	Full	Full	Full	Full	None	View / None / Full
SMS Campaigns	Access SMS Campaigns under the Campaigns module.	Full	Full	Full	Full	None	View / None / Full
Service Level Configuration	Manage service level feature accessibility.	Full	Full	Full	Full	None	View / None / Full
Dashboard Content	Define whose interactions the user can access.	All	All	All	All	Own	Own / All / Queues
Dynamic Queue Reprioritization	Manage queue priority to control routing logic.	Yes	Yes	Yes	Yes	No	Yes / No

System

Permission	Description	Owner	Developer	Tester	Supervisor	Agent	Custom
Channel Management	Manage communication channels.	Full	Full	Full	None	None	View / None / Full
Billing	Manage account-level billing preferences.	Full	None	None	None	None	View / None / Full
API	Manage API setup and configuration.	Full	Full	Full	None	None	View / None / Full
Language & Speech Control	Manage ASR/TTS voice preferences.	Full	Full	Full	Full	None	View / None / Full
Agent Playbook - Configuration	Manage agent playbook feature accessibility.	Full	Full	Full	None	None	None / Full
WFM Configuration Management	Manage WFM configurations.	Yes	Yes	Yes	No	No	Yes / No
VoiceGateway Settings	Manage Bot Delay Response Behavior settings.	Full	Full	None	Full	None	View / None / Full
Agent AI Settings	Define Agent AI widget accessibility for agents.	Full	Full	Full	None	None	View / None / Full
Agent Coaching - Configuration	Manage real-time coaching feature accessibility.	Full	Full	Full	None	None	View / None / Full

Other Modules

Permission	Description	Owner	Developer	Tester	Supervisor	Agent	Custom
Answers Module	Access and manage the Answers module.	Yes	Yes	Yes	No	No	Yes / No
Campaign Module	Access and manage the Campaigns module.	Yes	Yes	No	Yes	No	Yes / No
AgentAI Module	Access and manage the AgentAI module.	Yes	Yes	Yes	No	No	Yes / No
Auto QA	Enable or disable access to Auto QA.	Full	Yes	No	No	No	Full / No
Conversational Intelligence	Configuration and view access to Conversational Intelligence.	Full	Full	View	View	No	View / Full / No
Evaluation Forms and Metrics	Create and edit evaluation forms and metrics.	Full	Full	View	Full	No	Full / View / No
Audit Allocation Creation	Create and assign interactions for audit.	Full	Full	No	Full	No	Full / No
QA Functionalities Access	Access scored interactions, submit audits, and QA dashboard.	Full	Full	Full	Full	No	Full / No
Agent Scorecards & Attributes	Access agent scorecards and interactions.	Full	Full	View	Full	No	—
Agent access to dashboard & coaching assignments	Agent-level access to their dashboard and coaching sessions.	—	Full	Full	—	—	—
Quality AI Reporting	Create, view, and run Quality AI Reporting.	—	Full	Full	—	—	—
Agent Dashboard	Access to agent dashboard.	No	No	No	No	Full	—
Cross Queue Data Access	Access data across all queues without individual queue assignment.	Yes	Yes	Yes	Yes	—	—
Download Conversations	Download conversation recordings or transcripts.	Yes	Yes	Yes	Yes	—	—

App Owner Exclusive Permissions

The following permissions are implicitly granted to App Owners only and aren’t available to any other role:

Permission	Description
Create New User Role	Only App Owners can access the Create New User Role menu.
Billing Module Access	Only App Owners can access the Billing module.
Activation of Free Tokens	Only App Owners can activate free tokens.
App Profile Modification	Only App Owners can edit the App Profile.
Delete App	Only App Owners can delete the app.

Custom Roles

Create custom roles to define specific permission sets tailored to your organization’s needs. You can add, edit, and delete custom roles if you have the Role Management permission set to Yes.

Add a Role

Select + New Role.
In the New Role window, fill in:
- Role Name: Displayed across Platform (for example, Experience Designer).
- Description: Summary of the role’s responsibilities or access level.
- Permissions: Set each permission using the available dropdown options.
Select Save.

Edit a Role

Select the Ellipsis icon (⋮) for the role and select Edit.
In the Edit Role window, make your changes and select Save.

Delete a Role

Select the Ellipsis icon (⋮) for the role and select Delete.
Select Yes to confirm.

You can’t delete default roles (App Owner, App Developer, App Tester, Supervisor, Agent). Deleted roles can’t be restored.

​Users

​Navigate to Users

​User List Features

​Add a User

​Manage Profile Fields

​User Attributes

​General Settings

​Chat & Voice

​Queues & Skills

​Save User Record

​Edit a User Record

​Promote as Owner

​Change Owner

​Delete a User Record

​Add a Group

​Roles and Permissions

​Role Management Live Board

​Default Roles

​Permissions

​Parent and Child Permissions

​Permission Reference Tables

​Automation

​Flows and Routing

​User Management

​User Management Permission Options

​Agent and Supervisor Experience Agent Desktop Console

​Agent and Supervisor Experience Monitor Console

​System

​Other Modules

​App Owner Exclusive Permissions

​Custom Roles

​Add a Role

​Edit a Role

​Delete a Role

Users

Navigate to Users

User List Features

Add a User

Manage Profile Fields

User Attributes

General Settings

Chat & Voice

Queues & Skills

Save User Record

Edit a User Record

Promote as Owner

Change Owner

Delete a User Record

Add a Group

Roles and Permissions

Role Management Live Board

Default Roles

Permissions

Parent and Child Permissions

Permission Reference Tables

Automation

Flows and Routing

User Management

User Management Permission Options

Agent and Supervisor Experience Agent Desktop Console

Agent and Supervisor Experience Monitor Console

System

Other Modules

App Owner Exclusive Permissions

Custom Roles

Add a Role

Edit a Role

Delete a Role