At LivePerson we recognize that every brand is unique and employs an individual approach to managing their users.

To ensure that complex organizations have the flexibility to tailor user roles to the distinct way they run their business, the permissions feature within LivePerson provides brands with the opportunity to fully customize each of the four roles:

  • Agent
  • Agent manager
  • Campaign manager
  • Admin

Customized profiles

Brands are able to create profiles - customized permissions sets within roles. For example, within the Agent role, Senior Agent and Junior Agent profiles can be created, with permission sets enabled or disabled for each profile. For ease and usability, the Conversational Cloud creates a default permission set per role. Brands can customize these sets and also have the option to create new profiles that meet their specific structural business needs.

In addition to these configurable permission sets, there is a core set of permissions within each role that cannot be disabled. For the full list, refer to the tables below within each role (agent, agent manager, campaign manager & admins).

Multiple user roles

To ensure small and medium-sized businesses also have flexibility within their user management capabilities, users can now be assigned more than one role. For example, a manager who also takes chats can be assigned both ‘agent manager’ and ‘agent’ roles and a campaign manager who also manages users and takes care of account administration can be assigned both ‘campaign manager’ and ‘admin’ roles.

More control for agent managers

To further empower agent managers, there will be an additional option to grant this role limited user management permissions, including:

  • Create /edit users of agent and agent manager roles within their group’s structure
  • Create /edit agent groups within group’s structure
  • Create /edit agent and agent manager’s profiles
  • Create /edit skills

Profiles and users can only be configured by admins and agent managers with special permissions.

To create or customize a profile:

  1. In the user tab, select add profile. The edit profile screen will appear.
  2. Select the role the profile will sit within: agent, agent manager, campaign manager or admin.
  3. Give the profile a name, e.g. senior agent manager and add a description (optional).
  4. The permissions assigned to the role will appear automatically enabled. Switch the toggles off to disable individual permissions.
  5. To return the profile to the default permissions set, click restore defaults.
  6. Save the profile.

To create a user and assign a profile:

1. On the users list, click add user at the bottom of the page.

2. Type in the user’s details.

  • Login name
  • Email address
  • User’s name
  • User’s nickname (this is the name that will be displayed to visitors in a chat)

3. Under assignment, select the profile(s) that apply to the user. Up to four profiles can be selected, but only one from within each role.

Steps 4 and 5 apply to users with an agent role profile only:

4. Set the maximum number of chats that the user can accept at any given moment. Consider your agent’s capabilities, the number of agents available, etc.

5. For visitors to be routed to the appropriate agent when they initiate a chat, assign the user a skill:

  • Select a skill from the menu by clicking the skills field and selecting an existing skill, or
  • Create a new skill by typing in the name of the skill in the skills field 6. Set a password. Click save.

Agents who are not assigned to skills can only accept chats originated by engagements that are not assigned to skills.

Definitions, permission and default states

A role defines the scope of the user’s work. Each role encompasses a unique set of permissions. Roles cannot be created or edited.

A profile is a set of permissions, derived from a Conversational Cloud role. Profiles can be created and edited.

The tables below list the permissions that can be configured per role, along with their definitions and default state.

Role: Agent

The following core permissions are included with the agent role and cannot be disabled:

  • Ability for agent to change their name, password, regional settings and so on
  • Ability to accept any chat or conversation request, within the agent’s maximum concurrency limit
  • View information about their individual performance
Agent permissions Permission definition Default State (role)
Join agents' conversations in group Join conversations handled by other agents in the group Off
View agents' conversations in group View conversations handled by other agents in the group Off
View list of agents in the group View list of agents in the group Off
Initiate CoBrowse view-only session, with scroll control Invite consumer to join a CoBrowse session, with the ability to view their screen with scroll control On
Initiate CoBrowse view-only session Invite consumer to join a CoBrowse session, with the ability to view their screen On
Initiate CoBrowse shared control session Invite consumer to join a CoBrowse session, with the ability to control actions on their screen On
View account support cases in Connection Area This only applies to eligible customers as part of their CSO package Off
Message LivePerson support Message LivePerson support On
Handle messaging conversations and view All Conversations list Handle messaging conversations and view all resolved conversations handled by agents On
View Connection Area View Connection Area tab. See separate permissions for enabling the user to message LivePerson and/or open support cases On
Handle messaging conversations Handle messaging conversations On
Set manual SLA for conversations Set manual SLA for conversations On
Transfer messaging conversations to an agent in "online" or "back soon" states Transfer messaging conversations to a specific agent in "online" or "back soon" states On
Access Conversational AI menu Access Conversational AI menu On
Transfer messaging conversations to an agent in "offline" state Transfer messaging conversations to a specific agent in "offline" state Off
Transfer messaging conversations to an agent in "away" state Transfer messaging conversations to a specific agent in "away" state Off
Use Third-Party Bots to manage external bot integrations Use Third-Party Bots to manage external bot integrations Off
Send files to consumers from local file browser Additional configuration may be required to enable file sharing; contact your account administrator Off
Send files to consumers from custom widgets Additional configuration may be required to enable file sharing; contact your account administrator Off
Conversation Builder: Content User Use Knowledge Base, Intent Analyzer, Intent Builder, and Bot Analytics Off
Conversation Builder: Business User Use Bot Analytics to view and download data Off
Conversation Builder: Bot Status Access Use Bots Status to create, deploy, and manage connectors for the entire organization Off
Conversation Builder: Bot Builder Use all Conversation Builder features with the exceptions of Bot Status and managing bot templates, accounts, and users Off
Use enhanced agent workspace This module will be visible in addition to the current Visitors module Off
View all agent surveys for current conversation View all agent surveys for current conversation Off
Conversation Builder: Bot Builder Lite Create and manage bots; no integrations, credentials, or export/import permissions Off
Conversation Builder: Import/Export Manager Users can only export/import bots and knowledge bases Off
Conversation Builder: API Credentials Manager Manage credentials for API and NLU integrations Off
Use secure form in a conversation For brands who have enabled the secure forms feature, this permission allows the Agent to use the form in a conversation Off
Initiate voice conversation Invite consumer to join a voice conversation On
Initiate live video conversation Invite consumer to join a live video session On
Create new support cases in Connection Area (for CSO only) This only applies to eligible customers as part of their CSO package Dependant on account
Update consumer profile via API Use the Consumer Profile API to make edits to a consumer’s profile Off
Conversation Builder: Release Creator Create and delete versions Off
Conversation Builder: Release Acceptor Create versions and accept releases i.e. upgrade bots Off

Role: Agent manager

The following core permissions are included with the agent manager role and cannot be disabled:

  • Ability for Agent manager to change their name, password, regional settings and so on
  • View the status of the chat queue for all Agents in the queue health dashboard
  • View detailed information about Agent performance and engagement activity in the Agent Manager BI dashboard
Agent Manager permissions Permission definition Default State (role)
Join agents' conversations within group Join conversations handled by other agents in their group or sub-group On
View agents' conversations within group View conversations handled by other agents in their group or sub-group On
View Conversation History View all conversations handled by agents in their group or sub-group On
Handle messaging conversations and view All Conversations list Handle messaging conversations and view all resolved conversations handled by agents On
Handle messaging conversations Handle messaging conversations Depenant on account
View list of agents in the group View list of agents in the group, as well as their login status and real-time KPIs On
Manage settings in Night Vision overlay Change configurations in Night Vision On
View secure form responses in Conversation History See the secure form results in Conversation History, once the form has been submitted and the conversation is closed Depenant on account
Manage agent users in group Create, edit or delete users with an agent role in their group(s) or sub-group(s) Off
Manage agent manager users in group Create, edit or delete users with an agent manager role in their group(s) or sub-group(s) Off
Manage agent profiles in group Create, edit or delete agent role profiles Off
Manage agent manager profiles in group Create, edit or delete agent manager role profiles Off
Manage agent groups Create, edit, restructure or delete their agent groups or sub-groups Off
Manage skills Create, edit or delete skills Off
Export list of users in group Includes agent and agent manager users in group(s) or sub-group(s) as well as the list of skills, profiles, groups, and sub-groups managed by agent managers Off
Set manual SLA for conversations Set manual SLA for conversations On
View all reports in Analytics Builder View all reports in Analytics Builder On
Customize reports in Analytics Builder Customize reports in Analytics Builder Off
Share reports in Analytics Builder Share reports in Analytics Builder Off
View reports in Operational BI View reports in Operational BI On
View Connection Area View Connection Area tab. See separate permissions for enabling the user to message LivePerson and/or open support cases On
Message LivePerson support Message LivePerson support On
View account support cases in Connection Area This only applies to eligible customers as part of their CSO package Off
Create new support cases in Connection Area (for CSO only) This only applies to eligible customers as part of their CSO package Depenant on account
Update consumer profile via API Use the Consumer Profile API to make edits to a consumer’s profile Off
Define working hours for messaging in Shift Scheduler Define working hours for messaging in Shift Scheduler On
Request customer data deletion via API Request customer data deletion via API Off
Assign workdays and special occasions Assign workdays and special occasions Off
Access Conversational AI menu Access Conversational AI menu On
Transfer messaging conversations to an agent in "online" or "back soon" states Transfer messaging conversations to a specific agent in "online" or "back soon" states On
Transfer messaging conversations to an agent in "offline" state Transfer messaging conversations to a specific agent in "offline" state Off
Transfer messaging conversations to an agent in "away" state Transfer messaging conversations to a specific agent in "away" state On
Use Third-Party Bots to manage external bot integrations Use Third-Party Bots to manage external bot integrations On
Send files to consumers from local file browser Additional configuration may be required to enable file sharing; contact your account administrator Depenant on account
Send files to consumers from custom widgets Additional configuration may be required to enable file sharing; contact your account administrator Off
Conversation Builder: Content User Use Knowledge Base, Intent Analyzer, Intent Builder, and Bot Analytics Off
Conversation Builder: Business User Use Bot Analytics to view and download data Off
Conversation Builder: Bot Status Access Use Bots Status to create, deploy, and manage connectors for the entire organization Depenant on account
Conversation Builder: Bot Builder Similar to Administrator, without the ability to manage users in Conversation Builder or access Bot Status Off
Use enhanced agent workspace This module will be visible in addition to the current Visitors module Yes (depending which workspace they are using)
View agent manager workspace Track real-time shift management KPIs, view agent lists for groups and subgroups, and view all open and resolved conversations handled by agents Off
View all agent surveys for current conversation View all agent surveys for current conversation On
Submit messaging agent survey Submit messaging agent survey Off
Conversation Builder: API Credentials Manager Users can only manage credentials for API and NLU integrations. Whenever you assign this permission, also assign Bot Builder Lite and API Developer Off
Conversation Builder: Bot Builder Lite A lite version of Bot Builder. No ability to create and work with integrations, create and work with credentials, or export and import bots Off
Conversation Builder: Import/Export Manager Users can only export/import bots and knowledge bases. Can be added to Bot Builder Lite Off
Conversation Builder: API Developer Users can only create and manage integrations. Can be added to Bot Builder Lite Off
Conversation Builder: Release Creator Create and delete versions Off
Conversation Builder: Release Acceptor Create versions and accept releases i.e. upgrade bots Off

Role: Campaign manager

The following core permissions are included with the campaign manager role and cannot be disabled:

  • Ability for Campaign Manager to change their name, password, regional settings and so on
  • View all Campaigns in the Campaign Builder
  • View all visitors in the Agent Workspace
  • View a snapshot of the performance of all your account’s Campaigns in the Campaigns Dashboard
  • View detailed information on the performance of all your account’s Campaigns in the Campaign Manager BI dashboard
Campaign Manager permissions Permission definition Default state (role)
Manage campaigns Create and edit campaigns On
Publish campaigns Publish campaigns On
Manage predefined content Add and edit Predefined Content in the Agent Workspace On
Manage automatic messages Add and edit Automatic Messages in the Agent Workspace On
Manage engagement attributes Add and edit Engagement Attributes used in Campaign Builder On
Import/export predefined content to/from Conversational Cloud Import/export predefined content to/from Conversational Cloud On
Export predefined content from Conversational Cloud Export predefined content from Conversational Cloud On
View API keys View API keys On
Configure conversation sources Configure conversation sources On
Edit skills and configure default survey for skill change Edit skills and configure default survey for skill change On
Configure authentication server Configure authentication server On
View all reports in Analytics Builder View all reports in Analytics Builder On
Customize reports in Analytics Builder Customize reports in Analytics Builder Off
Share reports in Analytics Builder Share reports with other account users by saving them in the "My Account" folder Off
View reports in Operational BI View reports in Operational BI Off
View reports in Campaign BI View reports in Campaign BI On
View Connection Area View Connection Area tab. See separate permissions for enabling the user to message LivePerson and/or open support cases On
Message LivePerson support Message LivePerson support On
View account support cases in Connection Area This only applies to eligible customers as part of their CSO package Off
Create new support cases in Connection Area (for CSO only) This only applies to eligible customers as part of their CSO package. Dependant on account
Conversation Builder: Content User Use Knowledge Base, Intent Analyzer, Intent Builder, and Bot Analytics Off
Conversation Builder: Business User Use Bot Analytics to view and download data Off
Conversation Builder: Bot Status Access Use Bots Status to create, deploy, and manage connectors for the entire organization Off
Conversation Builder: Bot Builder Similar to Administrator, without the ability to manage users in Conversation Builder or access Bot Status Off
Conversation Builder: API Credentials Manager Users can only manage credentials for API and NLU integrations. Whenever you assign this permission, also assign Bot Builder Lite and API Developer Off
Conversation Builder: Bot Builder Lite A lite version of Bot Builder. No ability to create and work with integrations, create and work with credentials, or export and import bots Off
Conversation Builder: Import/Export Manager Users can only export/import bots and knowledge bases. Can be added to Bot Builder Lite Off
Conversation Builder: API Developer Users can only create and manage integrations. Can be added to Bot Builder Lite Off
Configure Schedule and Special Occasion library items Configure Schedule and Special Occasion library items Off
Access Conversational AI menu Access Conversational AI menu On
Use Third-Party Bots to manage external bot integrations Use Third-Party Bots to manage external bot integrations Off
Conversation Builder: Release Creator Create and delete versions Off
Conversation Builder: Release Acceptor Create versions and accept releases i.e. upgrade bots Off

Role: Admin

The following core permissions are included with the Admin role and cannot be disabled:

  • Ability to change their name, password, regional settings and so on
  • View all campaigns in the Campaign Builder
  • View all visitors in the Agent Workspace
  • View a snapshot of the performance of all your account’s campaigns in the campaigns dashboard
  • View detailed information on the performance of all your account’s campaigns in the campaign manager BI dashboard
  • Ability to configure the authentication server
  • Ability to configure monitored domains
  • View the web tag page
  • View, Customize and share reports in Analytics Builder.
Admin permissions Permission definition Default state (role)
Manage users and roles Create, edit, and delete users and their roles On
Manage profiles Create, edit, and delete profiles, including customizing their permissions On
Manage skills Create, edit, and delete skills On
Manage agent groups Create, edit, restructure, and delete agent groups On
Manage API keys Create, manage, and integrate API keys On
Manage settings in Night Vision overlay Change configurations in Night Vision On
Manage Lines of Business Create, edit, and delete Lines of Business On
View account billing details and invoices View account billing details and invoices On
View support cases in Connection Area This only applies to eligible customers as part of their CSO package Off
View and export audit trail View export and audit trail On
Message LivePerson support in Connection Area Message LivePerson support in Connection Area On
Create new support cases in Connection Area (for CSO only) This only applies to eligible customers as part of their CSO package On
Define working hours in Shift Scheduler Define your account's working hours for messaging in Shift Scheduler On
Assign workdays and special occasions Assign workdays and special occasions On
Access Conversational AI menu Access Conversational AI menu On
Use Third-Party Bots to manage external bot integrations Use Third-Party Bots to manage external bot integrations On
Functions: Invocation Invoke lambdas (for external systems) On
Functions: Administrator Manage whitelist and secrets; read-only access to lambdas On
Functions: Developer Manage lambdas; read-only access to whitelist and secrets On
Conversation Builder: Administrator Use all Conversation Builder features with the exceptions of Bot Status and managing bot templates On
Conversation Builder: Content User Use Knowledge Base, Intent Analyzer, Intent Builder, and Bot Analytics On
Conversation Builder: Business User Use Bot Analytics to view and download data On
Conversation Builder: Bot Status Access Use Bots Status to create, deploy, and manage connectors for the entire organization On
Conversation Builder: Bot Builder Similar to Administrator, without the ability to manage users in Conversation Builder or access Bot Status On
Manage agent survey questions, timeout, and skills Manage agent survey questions, timeout, and skills On
Conversation Builder: API Credentials Manager Users can only manage credentials for API and NLU integrations. Whenever you assign this permission, also assign Bot Builder Lite and API Developer. Off
Conversation Builder: Bot Builder Lite A lite version of Bot Builder. No ability to create and work with integrations, create and work with credentials, or export and import bots Off
Conversation Builder: Import/Export Manager Users can only export/import bots and knowledge bases. Can be added to Bot Builder Lite Off
Conversation Builder: API Developer Users can only create and manage integrations. Can be added to Bot Builder Lite Off
View Connection Area View Connection Area tab. See separate permissions for enabling the user to message LivePerson and/or open support cases On
Conversation Builder: Release Creator Create and delete versions Off
Conversation Builder: Release Acceptor Create versions and accept releases i.e. upgrade bots Off

Visuals

See screenshots below as examples of permissions for the different roles:

Agent

Admin

Campaign Manager

Agent Manager