Manage Individual Agent Permissions

When the Comm100 agent is created, there are Role Permissions and Individual Permissions to be granted. Role Permissions are based on Roles granted by your account administrator, which can be customized during agent creation. However, the Individual Permissions have default values during agent creation and can only be customized after creating an agent.

If you are a Site Administrator or have permission to manage agents, you can edit your existing agents’ information.

You can:

  • Enable or disable individual agent permissions
  • Enable or disable group permissions
  • Remove individual permissions

Enable or Disable individual agent permissions

To enable or disable individual agent permissions, follow these steps:

  1. Log in to the Comm100 Control Panel
  2. On the top navigation bar, click Global Settings.
  3. From the left navigation menu, go to People > Agents.
  4. On the Agents page, find the agent and click Set Agent Permission.
  5. By default an agent will have Accept Chats, View Chat Transcripts & Offline Messages, Manage Private Canned Messages, View Reports, Refuse Chats, Invite Visitors to Chat, Join Chats, Transfer Chats, Monitor My Departments’ Chats, Capture, Chat with Other Agents in Live Chat and Manage My profile permission under Global tab. You can allow/remove certain permissions for an agent from this setting here.
  6. Click Save.

Enable or Disable group permissions

To enable or disable group permissions, follow these steps:

  1. In the Global Settings module, go to People and then Roles.
  2. Click the gear(Set agent role permission) icon and add/remove permissions to the agent group.
  3. Click Save.

Important: An agent will inherit permissions both from the agent and role permissions i.e if Goerge is a member of role 01, he will inherit all the permissions from Permission Settings Of Agent “Goerge” and Permission Settings Of Agent Role “Role 01”.

Agent Permission = Individual permissions Role permissions 

 

Remove individual permissions

You can remove individual permission in two ways: 

  • From Control Panel
  • From API

From Control Panel

To remove individual permissions from Control Panel, follow these steps:

  1. Log in to your Comm100 Control Panel.
  2. On the top navigation bar, go to Global Settings.
  3. From the left navigation menu, go to People > Agents.
  4. On the Agents page, search for the newly created agent.
  5. Click Set Agent Permissions.
  6. Under each product tabs (for example, Live Chat, Ticketing & Messaging, and more), select the Individual Permissions check box.
  7. Again, clear the same Individual Permissions check box.

    All individual permissions for the products are removed successfully.

From API

To call API, follow the Comm100 RESTful API guide.

To remove individual permission from API, follow these steps:

  1. The correct API endpoint should be Global > Permission.
    PUT https://api2.comm100.io/api/v3/globalSettings/agents/{agentId}/permissions
    
  2. Replace agent id with the correct one.
  3. The request body (JSON form) should be kept empty and surrounded in square brackets, which means it should be updated with no permission.