Roles and permissions

This feature uses

• Admin settings and feature switches · managed by PowerfrontConfigured by

  Website feature switches determine which capability-specific roles can be assigned.

• Operator accountsRequires

  Roles are assigned to an operator account; protected operator API actions need an authenticated operator identity.

• Website, channel and subsite accessConfigured by

  Website, channel, subsite and action-specific permissions can narrow access beyond roles.

• Operator templatesConfigured by

  Operator templates can preset roles and delegated permissions for new accounts.

• Operator LogRelated

  Operator activity history can help review recorded role and permission changes.

• INSIDE APIRequires

  Role checks apply to protected operator actions in the INSIDE API.

• Operator access tokensEnhances

  Operator access tokens provide an alternative way to identify an operator where supported.

• My API Keys and access restrictionsRelated

  Scoped integration credentials have separate access rules from operator roles.

Used by

• Visitor data mapping for targetingConfigured by

  Role access and View Only restrictions control mapping changes.

• Visitor flags and custom scoresConfigured by

  Role access and View Only restrictions control definition changes.

• Page tags and conversation tagsConfigured by

  Role permissions affect saved tag changes and removals.

• Live visitors on the floorConfigured by

  Operator roles and permissions control access to the relevant workspace and settings.

• Visitor search and filtersConfigured by

  Store App role permissions control hiding and restricting mobile search.

• Saved search filtersConfigured by

  Store App search restrictions apply when running a shortcut.

• INSIDE consoleConfigured by

  Your roles and permissions determine which work areas you can use.

• Operator availability statusConfigured by

  Roles and permissions control chat and voice eligibility and configuration access.

• Floor search and filtersConfigured by

  Store App permissions control historical floor access.

• My Look operator avatar choicesConfigured by

  Role restrictions affect available items and imagery controls.

• Teams Overview and Manager ModeConfigured by

  Roles determine access to supervisor views and operator editing.

• Stats Bar and My StatsConfigured by

  Roles control the statistics bar, personal results entry and global layout actions.

• Monitor modeConfigured by

  The Monitor role controls starting the display.

• Console keyboard shortcutsConfigured by

  The Settings role controls shortcut management.

• Festive floor themesConfigured by

  Settings access enables the website controls and Manager access allows website floor defaults to be saved.

• Academy coaching and message feedbackConfigured by

  The Manager role controls adding coaching comments and client access to the feedback tab.

• Business Feed message highlightsConfigured by

  Supporting operator roles affect whether business subjects are loaded.

• Calendar appointments and remindersConfigured by

  The Scheduling role enables operator appointment access.

• Mobile consoleConfigured by

  Store App permissions control mobile screens and actions.

• INSIDE Store App for mobileConfigured by

  Store App role options control available app actions and logging permission.

• DepartmentsConfigured by

  Role permissions govern administration and delegated changes.

• Skillsets and skills-based routingConfigured by

  Role permissions control skill catalogue access and delegated operator skill editing.

• Chat limits and wind-downConfigured by

  Roles govern who may edit another operator's limits.

• Internal commentsConfigured by

  Operator roles govern feedback management and access to operator account controls.

• Saved responsesConfigured by

  Role permissions govern shared-response management and view-only access.

• DispositionsConfigured by

  Settings permissions control management of the disposition list.

• Spam review and blockingConfigured by

  Manager permissions control access to the spam review screen.

• Censorship and abuse warningsConfigured by

  Censorship setup is restricted to administrative access.

• Sentiment and emotionConfigured by

  Sentiment configuration is an administrator-only screen.

• Conversation translationConfigured by

  AI role permissions control whether an operator can use AI translations.

• Transcripts by email and printConfigured by

  Operator permissions and administrative access control transcript actions and templates.

• Tags and conversation dataConfigured by

  Roles and delegated permissions control tag changes and access to data field configuration.

• Redacting and permanently deleting conversation dataConfigured by

  Operator permissions control the available deletion and personal-data actions.

• AI feature settings and change historyConfigured by

  Roles and permissions control AI configuration access.

• AI instructions and templatesConfigured by

  Roles control access to instruction editing.

• Autopilot handover and error handlingConfigured by

  AI configuration permissions control who can change the recovery options.

• Copilot reply suggestionsConfigured by

  Chat permissions control operator access.

• Fix and Re-Phrase for operator draftsConfigured by

  Chat permissions control access to each tool.

• Ask AI beside a visitor conversationConfigured by

  Operator roles and Chat permissions control access.

• AI conversation summariesConfigured by

  Roles control summary configuration and conversation access.

• Chat Translate and language detectionConfigured by

  Operator permissions control use and administration.

• AI spam checks for incoming conversationsConfigured by

  Roles and permissions control configuration and spam review.

• Email Autopilot for ticketsConfigured by

  Role permissions control AI configuration and event access.

• Voice Autopilot call handlingConfigured by

  Roles and AI permissions control configuration access.

• AI run limitsConfigured by

  Roles and AI permissions control feature configuration access.

• Context Compiler for AI conversationsConfigured by

  Roles and AI permissions control feature configuration.

• AI functions and required inputsConfigured by

  Roles and AI permissions control catalogue access.

• AI knowledge and web searchConfigured by

  Roles and AI permissions control configuration access.

• AI integrations and automation toolsConfigured by

  Roles and AI permissions control function configuration.

• AI updates to customer and conversation dataConfigured by

  Roles and AI permissions control configuration.

• Reusable AI skills and instructionsConfigured by

  Roles and AI permissions control skill management.

• Customer goals and AI progress trackingConfigured by

  Roles control configuration access.

• AI conversation plans and task progressConfigured by

  Roles control configuration access.

• Specialist sub-agents for AI tasksConfigured by

  Roles control function and feature configuration.

• AI product suggestion settingsConfigured by

  Chat and configuration roles control the available actions.

• AI conversation quality scoringConfigured by

  Chat, Allow AI Scoring and Manager control viewing and review actions.

• AI resolution and first-contact metricsConfigured by

  Configuration access follows roles and Settings Permissions.

• AI assistance activityConfigured by

  Roles control access to feature configuration and reporting.

• Virtual Try-On with customer photosConfigured by

  AI configuration permissions control function setup.

• Ask AI agents in Team ChatConfigured by

  Chat access and AI permissions determine operator eligibility.

• AI reply streaming settingsConfigured by

  AI configuration permissions control streaming setup.

• Conversation history tools for AIConfigured by

  AI configuration permissions control who can enable the tools.

• Images and attachments for AI agentsConfigured by

  AI configuration and operator permissions control setup and access.

• AI result processor templatesConfigured by

  AI configuration permissions control processor management.

• SMS consent and number blockingConfigured by

  Roles control access to the SMS blacklist screen.

• Email sender blocking and exceptionsConfigured by

  Roles control list-management and event-screen access.

• Ticket sources and email event automationConfigured by

  Roles determine access to source and email-event management.

• Voice provider accounts and telephone numbersConfigured by

  Roles control access to voice configuration and call handling.

• Telephone business hours and fallback handlingConfigured by

  Settings permissions control access to telephone business hours and fallback actions.

• Voice queue and call offersConfigured by

  The Voice role controls whether operators can receive telephone calls.

• Operator telephone audio setupConfigured by

  Operator roles control access to voice.

• Outbound calling permissions and restrictionsConfigured by

  Voice and Allow Outbound permissions control operator access to dialling.

• Voice call controlsConfigured by

  The Voice role controls operator access to telephone call handling.

• Telephone call transfersConfigured by

  Voice permissions control which operators can handle telephone transfers.

• Telephone call monitoring and whisper modeConfigured by

  Manager access controls the coaching action.

• Telephone callback requestsConfigured by

  Voice and Allow Outbound permissions control whether an operator can complete a callback.

• Voicemail messages and follow-upConfigured by

  Voice permissions control operator access to voicemail work and outbound follow-up.

• IVR telephone menus and execution historyConfigured by

  Settings access controls menu configuration, while Developer access controls the execution viewer.

• Telephone music and greetingsConfigured by

  Settings permissions control who can maintain telephone music and greetings.

• Call recordingConfigured by

  Settings permissions control number recording options and recording retention.

• Telephone transcriptionConfigured by

  Operator roles control voice handling and access to number configuration.

• Telephone call recovery and wrap-upConfigured by

  Roles control voice handling and access to voice settings.

• Telephone directory and number blockingConfigured by

  Settings access governs directory and blacklist management.

• Browser video and audio callsConfigured by

  Video Chat role permissions separately allow video and audio calls.

• Browser call controls and device settingsConfigured by

  Operator roles control access to browser calling.

• Operator screen sharing with visitorsConfigured by

  Operator roles include Desktop Screen Share access.

• Browser call connection and qualityConfigured by

  Role access controls browser calling and access to diagnostic views.

• Live show setup and schedulingConfigured by

  Live Shows role permissions control show management and Store Template access.

• Live show broadcastingConfigured by

  The Live Shows role controls host and management access.

• Live show Showcase and product interactionsConfigured by

  The Live Shows role controls access to edit and present Showcase content.

• Live show questions and moderationConfigured by

  Live Shows access controls host management actions.

• Live show RSVP, reminders and follow-upConfigured by

  Live Shows access controls email-template and registration-list management.

• Live show recordings and publishingConfigured by

  The Live Shows role controls access to the management screens.

• Past show attendance and activityConfigured by

  Access to the show management screens is set through roles.

• Company Shows with prerecorded videosConfigured by

  Video Feed permissions control management access.

• Co-Browse with website visitorsConfigured by

  Operator roles control access to Co-Browse.

• Co-Browse viewing and Control ModeConfigured by

  The Co-Browse permission options control access to Control Mode.

• Remote camera registration and accessConfigured by

  Settings permissions control remote-camera management access.

• Remote cameras in browser callsConfigured by

  Operator call access is controlled through roles.

• QR codes for chat linksConfigured by

  Roles and permission options determine who manages chat links.

• Click to Call callback formConfigured by

  Roles determine access to form configuration and visitor events.

• Operator session recording for support · managed by PowerfrontConfigured by

  The Admin tab is reserved for eligible Powerfront staff.

• Commerce provider setup and selectionConfigured by

  Roles and permissions control commerce administration.

• Shopify commerce connectionConfigured by

  Roles control connection administration.

• Salesforce B2C Commerce connectionConfigured by

  Roles control provider administration.

• BigCommerce store connectionConfigured by

  Roles control connection administration.

• UCP product catalogue connectionConfigured by

  Roles control selection and administration of the commerce provider.

• Custom commerce integrationsConfigured by

  Roles control provider administration.

• AI customer and order searchConfigured by

  Roles control administration of the provider and AI configuration.

• Customer and order accessConfigured by

  Roles control access to provider administration.

• Product card configuration and shopping actionsConfigured by

  Settings permissions control configuration access.

• Order card configuration and accessConfigured by

  Settings permissions control configuration access.

• PCI Payment Form in web chatConfigured by

  Operator access includes the PCI Payment Form role option.

• Conversation lead capture and follow-upConfigured by

  Operator roles and personal-data permissions affect available lead actions.

• AI commerce functions and access limitsConfigured by

  Roles control who can edit AI Functions and providers.

• Report selection and filtersConfigured by

  The Reports role controls access to the reporting workspace.

• Social messaging and SMS reportsConfigured by

  The Reports role controls workspace access.

• Event, link and Virtual Assistant reportsConfigured by

  Report access is controlled by operator roles.

• Missed opportunity estimates and reportsConfigured by

  Report and dashboard access depend on operator roles.

• Service Overview performance comparisonsConfigured by

  The Manager role gives client accounts access to Performance.

• Service Overview dashboardConfigured by

  Account roles determine which Service Overview tabs are available.

• Operation Analysis of visitor and sales activityConfigured by

  The Stats role controls access to History.

• Reports Dashboard and business filtersConfigured by

  Both Reports and Reports Dashboard roles are required for client accounts.

• Report downloads and email sharingConfigured by

  Reporting access depends on account roles.

• Favourite reports and column selectionConfigured by

  The Reports role controls workspace access; Powerfront manages shared column defaults.

• Audit search for retained customer recordsConfigured by

  The Audit role and its separate action permissions control the available tools.

• Operator LogConfigured by

  The Reports role controls access to the report.

• Availability Log for routing investigationsConfigured by

  The Developer role controls client access to availability history.

• Autonomous AI performance reportsConfigured by

  Roles control reporting and service-overview access.

• AI conversation scoring reportsConfigured by

  The Reports role controls access to these tables.

• AI assistance, translation and sentiment reportsConfigured by

  Reporting access is controlled by roles.

• Voice, video and live show reportsConfigured by

  Roles control report and settings access.

• Business Feed and Academy reportsConfigured by

  The Reports role controls access.

• Personalised performance insightsConfigured by

  Roles and settings restrictions control website insight configuration.

• Reporting data availability and warning logsConfigured by

  Developer and Reports roles grant different diagnostic and reporting access.

• Operator QA and coaching dashboardConfigured by

  The Manager role grants client access to dashboard data.

• Website accounts · managed by PowerfrontConfigured by

  Developer access controls who can create website accounts.

• SubsitesConfigured by

  Administrator privileges control access to subsite administration.

• Website and regional settingsConfigured by

  Roles and screen permissions control editing.

• Saving settingsConfigured by

  Roles and delegated permissions govern settings access.

• Admin settings and feature switches · managed by PowerfrontConfigured by

  Administrator privileges determine access.

• Operator accountsConfigured by

  Role and delegated permissions control operator administration.

• Website, channel and subsite accessConfigured by

  Roles and delegated permissions govern available screens, actions and editing.

• Operator settingsConfigured by

  Roles and delegated manager permissions determine editable fields.

• Operator templatesConfigured by

  Administrator privileges control who can maintain operator templates.

• Importing and exporting operatorsConfigured by

  The importing user's authority limits permitted roles and accounts.

• TeamsConfigured by

  Roles and delegated permissions govern administration.

• Business hours and schedulingConfigured by

  Scheduling roles and delegated permissions control access.

• File libraryConfigured by

  Delegated Settings permissions control library administration.

• Attachment file types and virus scanningConfigured by

  Video Feed permissions control media review and eligible automatic approval.

• Image and font librariesConfigured by

  Settings permissions control image and font administration.

• Content libraryConfigured by

  Account roles determine access to the Content Library destination.

• Supported languagesConfigured by

  Administrator privileges control supported-language administration.

• Labs, demo and testing tools · managed by PowerfrontConfigured by

  System administrator privileges control access to Labs.

• Finding your way around SettingsConfigured by

  Roles and delegated permissions determine screen access and view-only behaviour.

• CompaniesConfigured by

  Delegated Settings access includes a Companies screen permission.

• Wind-down and transfer reasonsConfigured by

  Settings roles and delegated screen permissions control reason administration.

• Login and email verificationConfigured by

  Roles and delegated permissions control account administration and app access.

• Password changes and recoveryConfigured by

  Delegated permissions control administrative password recovery.

• Two-factor authentication for operator sign-inConfigured by

  Operator-management permissions control who can edit another account.

• Logout and remembered computersConfigured by

  Roles and delegated permissions control access to operator administration.

• Single sign-on with SAML 2.0Configured by

  Delegated permissions control who can edit operator SSO selections.

• Single sign-on with OAuth 2.0Configured by

  Delegated permissions control operator SSO editing.

• INSIDE region switching through Powerfront Hub · managed by PowerfrontConfigured by

  The INSIDE Staff account permission controls whether region-switch controls are available.

• My API Keys and access restrictionsConfigured by

  The Developer role controls the available credential-management API actions.

• Email verification for protected exportsConfigured by

  Export permissions are separate from successful email verification.

• Personal data exportConfigured by

  Audit and its Export permission control the workspace and export action shown to operators.

• Customer data deletion and recoveryConfigured by

  Audit permissions control which deletion and recovery actions are shown.

• Permanent deletion of retained customer dataConfigured by

  Audit recovery access determines whether the relevant controls are shown.

• Captured data expiry and message sanitisationConfigured by

  Settings and Bot Trainer roles control access to the relevant field editors.

• Custom scripts managed by PowerfrontConfigured by

  Development tools and script management have separate access checks.

• Integration script selection for automated actionsConfigured by

  Role permissions control access to each editor that offers script selection.

• INSIDE APIConfigured by

  Each protected API operation applies its required role checks.

• API request testing and diagnosticsConfigured by

  Developer access controls the console, while each operation has its own permissions.

• Media callbacks and embedded form resultsConfigured by

  The video owner's permissions affect automatic approval of private videos.

• Custom scripts in email event rulesConfigured by

  Settings, Events and editing restrictions govern management of the visible rules.

• Operator CLI requests and browser loginConfigured by

  The operator's native API permissions still control each operation.