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What are the different user roles in Engage?

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.