What is Roles and Permission?

At Freshchat, we understand the flexibility needed to customize permissions based on roles.

That’s why we came up with the Roles and Permissions feature. With this feature, you can manage your team members and the operations they can perform in your Freshchat account, You can provide/restrict access control at a very granular level to each team member and for each item in the product. 


Why would you need granular access restriction?

i) Match role in Freshchat account to the actual role in your organization

For example, you may want a support agent to be able to add FAQs in your Freshchat account, but you might not want them to launch a marketing campaign. You can give an intern access to view all the support conversation to understand how to respond to/handle customers but not allow them to actually reply to customers.


ii) Manage large teams

This is also useful when your teams are spread geographically, outsourced to third party vendors or split by functionality (sales, support, etc). For example, you might not want a team in one region to view or access conversations being handled by another team in another region. Or you might want the Admin to be able to manage settings and view dashboard and reports for only their teams.


Three aspects of Roles and Permission feature

i) Access

With the roles feature you can provide/restrict access to resources. Resources are product artefacts. For example, resources can be anything ranging from a set of conversations, inbox views, user segment, down to a check box or even a button in your Freshchat account. You can restrict access based on the team member’s role to every single item in Freshchat.


ii) Control

Once you provide access to a Freshchat resource, does it mean the agent can control all aspects of that feature? Let’s consider conversations. When you provide access to conversations to agents, you can control what kind of actions they can perform on conversations. You can define whether they will be able to only view conversations or view as well as send messages, resolve a conversation or assign it to someone else. You can restrict/provide control to every aspect of that feature. For example, a product manager shouldn’t be able to resolve a support conversation.


iii) Scope

Once you give access to conversations to your agents, will it mean they can access all conversations? No. We can restrict this using scope, feature wise.


In Freshchat, you can restrict scope using the following three options:

  • Global Access - Access to all resources
  • Group Access - Access to all the resources of only those groups the agent is a part of
  • Restricted - Access to resources made available to that agent only


Freshchat Roles

The following roles that are currently supported in Freshchat will be retained.

    1. Account owner - Has complete control over the product. Can access everything.

    2. Administrator: Has access to everything other than billing settings.

    3. Super user : Has access to everything other than most settings. In settings will have access to personal canned responses and personal quick access files.

    4. Agent : Has access to only inbox and people pages.


In addition we have added custom roles which you can configure based on your requirements.


To understand how you can implement this feature for your Freshchat account, contact support@freshchat.com.