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09/13/2024
To ensure smooth access and operation of UltraCart's Conversations feature, it's important that users have the correct permissions set for their account. Conversations allows teams to engage with customers through SMS and web chat, streamlining support and enhancing customer interactions. Here's how to configure these permissions and assign roles based on the responsibilities of your team members.
Setting Permissions for Conversations
1. Navigate to the User Permissions
Start by going to Configuration > Account and Users > Users. Locate the user you want to grant access to and click the "Edit" button next to their name.
2. Access Permissions Settings
In the Permissions settings, find the section labeled "Conversations." Here, you'll see the available roles and their corresponding permissions.
Conversations Role Breakdown
1. SMS/Web Chat Administrator
This role provides full access to all features within the Conversations tool, including:
- Setup and configuration
- Queue management
- Canned responses
- Engagement management
Because of the high level of access this role grants, it's recommended to assign these permissions only to trusted administrators or managers within your UltraCart account.
2. SMS/Web Chat User
This role is designed for support agents or team members who need to engage directly with customers via SMS or web chat. It allows users to:
- Create and manage customer conversations
- Handle both web chat and SMS interactions effectively
Assign this permission to users who are responsible for day-to-day customer interaction and support.
By appropriately assigning these permissions, you can maintain a well-organized support structure, ensuring that only the necessary team members have access to critical functions while support staff can efficiently manage customer conversations.