Profiles

Customize user permissions with profiles
  • Messaging
  • Chat

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
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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 the 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

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

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:

  • The ability for an 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 permissionsPermission definitionDefault State (role)
Join agents' conversations in a groupJoin conversations handled by other agents in the groupOff
View agents' conversations in a groupView conversations handled by other agents in the groupOff
View list of agents in the groupView list of agents in the groupOff
Initiate CoBrowse view-only session, with scroll controlInvite consumers to join a CoBrowse session, with the ability to view their screen with scroll controlOn
Initiate CoBrowse view-only sessionInvite consumers to join a CoBrowse session, with the ability to view their screenOn
Initiate CoBrowse shared control sessionInvite consumers to join a CoBrowse session, with the ability to control actions on their screenOn
View account support cases in Connection AreaThis only applies to eligible customers as part of their CSO packageOff
Message LivePerson supportMessage LivePerson supportOn
Handle messaging conversations and view All Conversations listHandle messaging conversations and view all resolved conversations handled by agentsOn
View Connection AreaView Connection Area tab. See separate permissions for enabling the user to message LivePerson and/or open support casesOn
Handle messaging conversationsHandle messaging conversationsOn
Set manual SLA for conversationsSet manual SLA for conversationsOn
Transfer messaging conversations to an agent in "online" or "back soon" statesTransfer messaging conversations to a specific agent in "online" or "back soon" statesOn
Access Conversational AI menuAccess Conversational AI menuOn
Transfer messaging conversations to an agent in an "offline" stateTransfer messaging conversations to a specific agent in an "offline" stateOff
Transfer messaging conversations to an agent in "away" stateTransfer messaging conversations to a specific agent in "away" stateOff
Use Third-Party Bots to manage external bot integrationsUse Third-Party Bots to manage external bot integrationsOff
Send files to consumers from the local file browserAdditional configuration may be required to enable file sharing; contact your account administratorOff
Send files to consumers from custom widgetsAdditional configuration may be required to enable file sharing; contact your account administratorOff
Conversation Builder: Content UserUse Knowledge Base, Intent Analyzer, Intent Builder, and Bot AnalyticsOff
Conversation Builder: Business UserUse Bot Analytics to view and download dataOff
Conversation Builder: Bot Status AccessUse Bots Status to create, deploy, and manage connectors for the entire organizationOff
Conversation Builder: Bot BuilderUse all Conversation Builder features with the exceptions of Bot Status and managing bot templates, accounts, and usersOff
Use enhanced agent workspaceThis module will be visible in addition to the current Visitors moduleOff
View all agent surveys for the current conversationView all agent surveys for the current conversationOff
Conversation Builder: Bot Builder LiteCreate and manage bots; no integrations, credentials, or export/import permissionsOff
Conversation Builder: Import/Export ManagerUsers can only export/import bots and knowledge basesOff
Conversation Builder: API Credentials ManagerManage credentials for API and NLU integrationsOff
Use a secure form in a conversationFor brands that have enabled the secure forms feature, this permission allows the Agent to use the form in a conversationOff
Initiate voice conversationInvite consumer to join a voice conversationOn
Initiate live video conversationInvite consumers to join a live video sessionOn
Create new support cases in Connection Area (for CSO only)This only applies to eligible customers as part of their CSO packageDependant on account
Update consumer profile via APIUse the Consumer Profile API to make edits to a consumer’s profileOff
Conversation Builder: Release CreatorCreate and delete versionsOff
Conversation Builder: Release AcceptorCreate versions and accept releases i.e. upgrade botsOff

Role: Agent manager

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

  • The ability for an 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 permissionsPermission definitionDefault State (role)
Join agents' conversations within a groupJoin conversations handled by other agents in their group or sub-groupOn
View agents' conversations within groupView conversations handled by other agents in their group or sub-groupOn
View Conversation HistoryView all conversations handled by agents in their group or sub-groupOn
Handle messaging conversations and view All Conversations listHandle messaging conversations and view all resolved conversations handled by agentsOn
Handle messaging conversationsHandle messaging conversationsDependant on account
View list of agents in the groupView list of agents in the group, as well as their login status and real-time KPIsOn
Manage settings in Night Vision overlayChange configurations in Night VisionOn
View secure form responses in Conversation HistorySee the secure form results in Conversation History, once the form has been submitted and the conversation is closedDependant on account
Manage agent users in the groupCreate, edit or delete users with an agent role in their group(s) or sub-group(s)Off
Manage agent manager users in the groupCreate, edit or delete users with an agent manager role in their group(s) or sub-group(s)Off
Manage agent profiles in groupCreate, edit or delete agent role profilesOff
Manage agent manager profiles in groupCreate, edit or delete agent manager role profilesOff
Manage agent groupsCreate, edit, restructure or delete their agent groups or sub-groupsOff
Manage skillsCreate, edit or delete skillsOff
Export list of users in the groupIncludes agent and agent manager users in the group(s) or sub-group(s) as well as the list of skills, profiles, groups, and sub-groups managed by agent managersOff
Set manual SLA for conversationsSet manual SLA for conversationsOn
View all reports in Analytics BuilderView all reports in Analytics BuilderOn
Customize reports in Analytics BuilderCustomize reports in Analytics BuilderOff
Share reports in Analytics BuilderShare reports in Analytics BuilderOff
View reports in Operational BIView reports in Operational BIOn
View Connection AreaView Connection Area tab. See separate permissions for enabling the user to message LivePerson and/or open support casesOn
Message LivePerson supportMessage LivePerson supportOn
View account support cases in Connection AreaThis only applies to eligible customers as part of their CSO packageOff
Create new support cases in Connection Area (for CSO only)This only applies to eligible customers as part of their CSO packageDependant on account
Update consumer profile via APIUse the Consumer Profile API to make edits to a consumer’s profileOff
Define working hours for messaging in Shift SchedulerDefine working hours for messaging in Shift SchedulerOn
Request customer data deletion via APIRequest customer data deletion via APIOff
Assign workdays and special occasionsAssign workdays and special occasionsOff
Access Conversational AI menuAccess Conversational AI menuOn
Transfer messaging conversations to an agent in "online" or "back soon" statesTransfer messaging conversations to a specific agent in "online" or "back soon" statesOn
Transfer messaging conversations to an agent in an "offline" stateTransfer messaging conversations to a specific agent in an "offline" stateOff
Transfer messaging conversations to an agent in "away" stateTransfer messaging conversations to a specific agent in "away" stateOn
Use Third-Party Bots to manage external bot integrationsUse Third-Party Bots to manage external bot integrationsOn
Send files to consumers from the local file browserAdditional configuration may be required to enable file sharing; contact your account administratorDependant on account
Send files to consumers from custom widgetsAdditional configuration may be required to enable file sharing; contact your account administratorOff
Conversation Builder: Content UserUse Knowledge Base, Intent Analyzer, Intent Builder, and Bot AnalyticsOff
Conversation Builder: Business UserUse Bot Analytics to view and download dataOff
Conversation Builder: Bot Status AccessUse Bots Status to create, deploy, and manage connectors for the entire organizationDependant on account
Conversation Builder: Bot BuilderSimilar to Administrator, without the ability to manage users in Conversation Builder or access Bot StatusOff
Use enhanced agent workspaceThis module will be visible in addition to the current Visitors moduleYes (depending on which workspace they are using)
View agent manager workspaceTrack real-time shift management KPIs, view agent lists for groups and subgroups and view all open and resolved conversations handled by agentsOff
View all agent surveys for the current conversationView all agent surveys for the current conversationOn
Submit messaging agent surveySubmit messaging agent surveyOff
Conversation Builder: API Credentials ManagerUsers can only manage credentials for API and NLU integrations. Whenever you assign this permission, also assign Bot Builder Lite and API DeveloperOff
Conversation Builder: Bot Builder LiteA lite version of Bot Builder. No ability to create and work with integrations, create and work with credentials, or export and import botsOff
Conversation Builder: Import/Export ManagerUsers can only export/import bots and knowledge bases. Can be added to Bot Builder LiteOff
Conversation Builder: API DeveloperUsers can only create and manage integrations. Can be added to Bot Builder LiteOff
Conversation Builder: Release CreatorCreate and delete versionsOff
Conversation Builder: Release AcceptorCreate versions and accept releases i.e. upgrade botsOff

Role: Campaign manager

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

  • The ability for a 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 permissionsPermission definitionThe default state (role)
Manage campaignsCreate and edit campaignsOn
Publish campaignsPublish campaignsOn
Manage predefined contentAdd and edit Predefined Content in the Agent WorkspaceOn
Manage automatic messagesAdd and edit Automatic Messages in the Agent WorkspaceOn
Manage engagement attributesAdd and edit Engagement Attributes used in Campaign BuilderOn
Import/export predefined content to/from Conversational CloudImport/export predefined content to/from Conversational CloudOn
Export predefined content from Conversational CloudExport predefined content from Conversational CloudOn
View API keysView API keysOn
Configure conversation sourcesConfigure conversation sourcesOn
Edit skills and configure default survey for skill changeEdit skills and configure default survey for skill changeOn
Configure authentication serverConfigure authentication serverOn
View all reports in Analytics BuilderView all reports in Analytics BuilderOn
Customize reports in Analytics BuilderCustomize reports in Analytics BuilderOff
Share reports in Analytics BuilderShare reports with other account users by saving them in the "My Account" folderOff
View reports in Operational BIView reports in Operational BIOff
View reports in Campaign BIView reports in Campaign BIOn
View Connection AreaView Connection Area tab. See separate permissions for enabling the user to message LivePerson and/or open support casesOn
Message LivePerson supportMessage LivePerson supportOn
View account support cases in Connection AreaThis only applies to eligible customers as part of their CSO packageOff
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 UserUse Knowledge Base, Intent Analyzer, Intent Builder, and Bot AnalyticsOff
Conversation Builder: Business UserUse Bot Analytics to view and download dataOff
Conversation Builder: Bot Status AccessUse Bots Status to create, deploy, and manage connectors for the entire organizationOff
Conversation Builder: Bot BuilderSimilar to Administrator, without the ability to manage users in Conversation Builder or access Bot StatusOff
Conversation Builder: API Credentials ManagerUsers can only manage credentials for API and NLU integrations. Whenever you assign this permission, also assign Bot Builder Lite and API DeveloperOff
Conversation Builder: Bot Builder LiteA lite version of Bot Builder. No ability to create and work with integrations, create and work with credentials, or export and import botsOff
Conversation Builder: Import/Export ManagerUsers can only export/import bots and knowledge bases. Can be added to Bot Builder LiteOff
Conversation Builder: API DeveloperUsers can only create and manage integrations. Can be added to Bot Builder LiteOff
Configure Schedule and Special Occasion library itemsConfigure Schedule and Special Occasion library itemsOff
Access Conversational AI menuAccess Conversational AI menuOn
Use Third-Party Bots to manage external bot integrationsUse Third-Party Bots to manage external bot integrationsOff
Conversation Builder: Release CreatorCreate and delete versionsOff
Conversation Builder: Release AcceptorCreate versions and accept releases i.e. upgrade botsOff

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 permissionsPermission definitionThe default state (role)
Manage users and rolesCreate, edit, and delete users and their rolesOn
Manage profilesCreate, edit, and delete profiles, including customizing their permissionsOn
Manage skillsCreate, edit, and delete skillsOn
Manage agent groupsCreate, edit, restructure and delete agent groupsOn
Manage API keysCreate, manage, and integrate API keysOn
Manage settings in Night Vision overlayChange configurations in Night VisionOn
Manage Lines of BusinessCreate, edit, and delete Lines of BusinessOn
View account billing details and invoicesView account billing details and invoicesOn
View support cases in Connection AreaThis only applies to eligible customers as part of their CSO packageOff
View and export audit trailView export and audit trailOn
Message LivePerson support in Connection AreaMessage LivePerson support in Connection AreaOn
Create new support cases in Connection Area (for CSO only)This only applies to eligible customers as part of their CSO packageOn
Define working hours in Shift SchedulerDefine your account's working hours for messaging in Shift SchedulerOn
Assign workdays and special occasionsAssign workdays and special occasionsOn
Access Conversational AI menuAccess Conversational AI menuOn
Use Third-Party Bots to manage external bot integrationsUse Third-Party Bots to manage external bot integrationsOn
Functions: InvocationInvoke lambdas (for external systems)On
Functions: AdministratorManage whitelist and secrets; read-only access to lambdasOn
Functions: DeveloperManage lambdas; read-only access to whitelist and secretsOn
Conversation Builder: AdministratorUse all Conversation Builder features with the exceptions of Bot Status and managing bot templatesOn
Conversation Builder: Content UserUse Knowledge Base, Intent Analyzer, Intent Builder, and Bot AnalyticsOn
Conversation Builder: Business UserUse Bot Analytics to view and download dataOn
Conversation Builder: Bot StatusAccess Use Bots Status to create, deploy, and manage connectors for the entire organizationOn
Conversation Builder: Bot BuilderSimilar to Administrator, without the ability to manage users in Conversation Builder or access Bot StatusOn
Manage agent survey questions, timeout, and skillsManage agent survey questions, timeout, and skillsOn
Conversation Builder: API CredentialsManager 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 LiteA lite version of Bot Builder. No ability to create and work with integrations, create and work with credentials, or export and import botsOff
Conversation Builder: Import/Export ManagerUsers can only export/import bots and knowledge bases. Can be added to Bot Builder LiteOff
Conversation Builder: API DeveloperUsers can only create and manage integrations. Can be added to Bot Builder LiteOff
View Connection AreaView Connection Area tab. See separate permissions for enabling the user to message LivePerson and/or open support casesOn
Conversation Builder: Release CreatorCreate and delete versionsOff
Conversation Builder: Release AcceptorCreate versions and accept releases i.e. upgrade botsOff

Visuals

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

Agent

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Admin

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Campaign Manager

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Agent Manager

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