Learn about the different user roles and their permissions in Engage.
Overview of User Roles
Engage has different user roles with specific permissions to ensure efficient workflow management.
1. Admin
- Full control over system settings, user management, and reporting.
- Can create and edit ticket tags, preset responses, and moderation words.
- Access to all tickets, reports, and analytics.
2. Supervisor
- Reviews and publishes messages written by trainee users.
- Can reassign tickets and manage team workloads.
- Access to performance reports and ticket logs.
3. Normal Agent
- Can view and respond to tickets.
- Can set tickets to Pending, Reassigned, or Closed.
- Cannot make system-wide changes or edit moderation rules.
4. Trainee
- Can draft responses but requires supervisor approval before publishing.
- Cannot reassign, mute, or close tickets.
5. Annotator
- Cannot respond to messages.
- Can add notes and classify tickets for internal purposes.