INSIDE 3.3
ADM-009

Website, channel and subsite access

Control an operator's website access, per-website channel, subsite and skill assignments, and delegated actions.

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Where to find it
Settings › Account › OperatorsSettings › General Settings › SubsitesSettings › Channel

What it is

An operator can work across several website accounts, with separate channels, subsites, default channel and skills for each. Roles and delegated permissions control which screens and actions they can use. Review both assignments and permissions when granting access or investigating why two operators see different work or actions.

Who uses it and why

  • Operators use their assignments to understand which website accounts and work they can access.
  • Supervisors review assignments, routing skills and delegated actions when work or available controls differ between colleagues.
  • Users with the Settings role and Operators permission manage permitted operator accounts. Users with the Manager role make the changes allowed by Manager Permissions.

Where to find it

Open Settings › Account › Operators with the Settings or Manager role and the required operator permissions, then edit an account.

  • Open Websites for website access and each website's assignments.
  • Open Roles and use the settings icon beside a role to review panels such as Settings Permissions and Manager Permissions.
  • Open the operator's Settings for data-access, history-export and other abilities.

Settings › Channel also has an Allowed Operators list. Powerfront manages Settings › General Settings › Subsites and Settings › General Settings › Admin for you.

How it works

Operator and supervisor experience

Signing in and website access are separate checks. An operator needs an assignment to use a website account. Within that website, channel and subsite choices determine the work available to them, subject to routing and website policies. Skills affect routing eligibility and do not replace website or channel access.

Each website has its own assignments. Changing skills or channels on one website does not copy those choices to another. Set Default Website chooses the default account, while Default Channel chooses a starting channel within one website. A default channel does not define the full list of permitted channels.

Roles grant groups of functions, and their permission panels control individual screens or actions. A manager can have Edit Operator Skills without Edit Operator Channel Settings, so the ability to change one does not imply the other.

Data visibility and export are separate abilities. Can view Customer PII and Conversation Data and Allow History Export are operator controls. The Audit role panel has separate deletion, recovery and export choices. Website membership or a general role alone does not describe all these abilities.

How changes apply

Your own website access and account-management authority limit what you can grant or edit. INSIDE preserves existing website grants outside your editing scope. Removing access to one website does not delete the operator account or remove its other website grants.

Powerfront can change a subsite's Allowed Operators list, which updates the corresponding operator subsite assignments. Channel and skill administration also provide Allowed Operators lists for maintaining those assignments.

Configure it

  1. Edit the operator in Settings › Account › Operators and open Websites. Add the required websites and use Set Default Website to select the default account.
  2. Expand each website. Review Allowed Channels and Allowed Sub-sites, choose Default Channel from the allowed channels and assign Skills.
  3. Complete the integration identity field shown for that website, such as Salesforce Username, Zendesk Username or Dynamics 365 Email.
  4. Open Roles, select the required roles and review their permission panels. Managers need Edit Operator Channel Settings or Edit Operator Skills for those respective changes. Subsite editing requires the Settings role and Operators permission, with View Only off in Settings Permissions.
  5. Check data-access and export choices under the operator's Settings. Complete each permission panel and save the account.

Without a template, a new operator starts with the current website selected as the default account, all channels and subsites selected, no default channel and no skills. Templates can supply different initial assignments and permissions. Ask Powerfront to change an operator template; review existing operators separately after template changes. Operator import can also set website-specific channel, subsite and skill assignments in bulk.

Enforce subsite permissions in queue is off by default. Ask Powerfront to enable it in Settings › General Settings › Admin when queue eligibility should use subsite assignments. Ask Powerfront to maintain subsite definitions or a subsite's Allowed Operators list in Settings › General Settings › Subsites.

Settings

Setting Where Applies to Default Who can change it What it does
Allowed Websites Settings › Account › Operators operator Current website selected when creating an operator Settings role, Manager roleSelects the website accounts available to the operator.
Set Default Website Settings › Account › Operators operator Current website selected when creating an operator Settings role, Manager roleSelects the operator's default account.
Allowed Channels Settings › Account › Operators operator All channels Settings role, Manager roleSelects channel access separately for each permitted website.
Allowed Sub-sites Settings › Account › Operators operator All subsites Settings role, Manager roleSelects subsite assignments separately for each permitted website; queue enforcement is a separate website policy.
Default Channel Settings › Account › Operators operator Not set Settings role, Manager roleSelects the operator's default channel for this website. Not set means no operator default channel is selected.
Skills Settings › Account › Operators operator Not set Settings role, Manager roleAssigns routing skills within this website. Not set means no skills are assigned.
Enforce subsite permissions in queue Settings › General Settings › Admin website Off PowerfrontApplies subsite permission restrictions to queue eligibility.

Fields

Field Where Required What it is for
Salesforce Username Settings › Account › Operators No Associates the operator with their Salesforce identity where enabled.
Zendesk Username Settings › Account › Operators No Associates the operator with their Zendesk identity where enabled.
Dynamics 365 Email Settings › Account › Operators No Associates the operator with their Dynamics 365 identity where enabled.

Permissions

Permission Lets you
Manager Manage permitted operator accounts, subject to Manager Permissions and website access.
Edit Operator Channel Settings Allows delegated changes to operator channel settings.
Edit Operator Skills Allows delegated changes to skill assignments.
Settings Manage permitted settings and operator accounts, subject to Settings Permissions and website access.
Operators Allow operator administration within Settings Permissions.
View Only Apply the read-only restriction within the relevant Settings Permissions or Manager Permissions panel.
Allowed Websites Selects the website accounts the operator may use.
Allowed Sub-sites Selects subsite permissions for this website.
Allowed Channels Selects channel access for this website.

Limits and good to know

  • Selecting every channel can appear as an empty restriction. An empty list can mean unrestricted channel access, and the operator editor requires at least one allowed channel. Do not use an empty selection to deny all channels.
  • With no subsite assignments, the editor selects all subsites, and empty assignments can mean unrestricted access in parts of INSIDE. Review the website's queue policy before relying on a restriction.
  • A role and a website grant are separate requirements. Check retained grants when changing access for an operator who serves several websites.
  • Report data access has separate website policies for subsite and team filtering. Operator assignments alone do not define every report's scope.
  • View Only applies within its role panel. Individual features and interfaces can apply additional or different permission checks. Permission defaults vary by template and editing workflow.

Depends on and works with

Website, channel and subsite accessADM-009Website, channel and subsiteaccessThis feature usesWebsite accounts · managed by PowerfrontADM-001 · PowerfrontWebsite accountsSubsitesADM-003SubsitesAdmin settings and feature switches · managed by PowerfrontADM-006 · PowerfrontAdmin settings and featureswitchesOperator accountsADM-007Operator accountsRoles and permissionsADM-008Roles and permissionsOperator settingsADM-010Operator settingsOperator templatesADM-011Operator templatesImporting and exporting operatorsADM-012Importing and exportingoperatorsUsed byLive visitors on the floorVIS-012Live visitors on the floorVisitor search and filtersVIS-013Visitor search and filtersINSIDE consoleCON-001INSIDE consoleOperator availability statusCON-002Operator availability statusConsole connection and recoveryCON-005Console connection andrecoveryLive visitor and operator floorCON-006Live visitor and operatorfloorIncoming chats and callsCON-019Incoming chats and callsStats Bar and My StatsCON-024Stats Bar and My Stats
RequiresConfigured by
+6 more · this feature uses
+57 more · used by
View all connections as a list

This feature uses

  • Website accounts · managed by PowerfrontRequires

    Website accounts are the access boundaries.

  • SubsitesConfigured by

    Subsite definitions supply the choices; changing a subsite's Allowed Operators updates operator subsite assignments.

  • Admin settings and feature switches · managed by PowerfrontConfigured by

    Admin controls whether subsite grants restrict queues.

  • Operator accountsRequires

    Grants belong to an operator account.

  • Roles and permissionsConfigured by

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

  • Operator settingsConfigured by

    Operator settings include separate data-access, history-export and feature abilities.

  • Operator templatesConfigured by

    Templates can supply initial access and permission choices for new operators.

  • Importing and exporting operatorsConfigured by

    Operator import can set website-specific channel, subsite and skill assignments in bulk.

  • Skillsets and skills-based routingConfigured by

    Skillsets defines available skills and provides an Allowed Operators list for maintaining assignments.

  • DepartmentsConfigured by

    Floor channel definitions supply the channel choices and an Allowed Operators list for maintaining assignments.

  • Salesforce connection and operator setupEnhances

    Connecting Salesforce adds a website-specific Salesforce username field to operator assignments.

  • Dynamics 365 connection and customer recordsEnhances

    Connecting Dynamics 365 adds a website-specific Dynamics email field to operator assignments.

  • Zendesk connection and operator setupEnhances

    Connecting Zendesk adds a website-specific Zendesk username field to operator assignments.

  • Customer identity and conversation visibility permissionsConfigured by

    Access to customer personal and conversation data has a separate operator control.

Used by

FAQ and troubleshooting

Why can an operator sign in but not see the expected website?

Check their Websites assignments. If you cannot add the website, your own account may not have authority over it. Ask a user with the Settings or Manager role, the required operator permissions and access to that account.

Why does an operator appear in the queue for another subsite?

Review Allowed Sub-sites and ask Powerfront to check Enforce subsite permissions in queue, which is off by default. Assigning subsites alone does not enable queue enforcement.

Does clearing Allowed Channels block all channels?

No. An empty restriction can mean all channels, and the operator editor requires at least one allowed channel. Review the selected channels explicitly.

Why does the same operator have different skills on another website?

Skills, channels and subsite assignments are separate for each website. If an operator has access but cannot receive routed work, check their skills on the affected website.

Why can a manager change skills but not channels?

Edit Operator Skills and Edit Operator Channel Settings are separate permissions in Manager Permissions. Subsite editing requires the Settings role and its operator permissions.

Why can I open a Settings screen but not save?

Check View Only and the relevant category in Settings Permissions, including Operators for operator administration. Powerfront changes Powerfront-managed screens for you.

Why can an operator see conversation information but not export it?

Data access and export are separate controls. Check Allow History Export and the permissions for the particular export feature, including Export in the Audit role panel where relevant.

Why do website permissions remain that I cannot edit?

Your account may have a narrower website scope than the operator you are editing. Existing grants outside your scope are preserved.

INSIDE 3.3 · Source commit 992abb980bContent is a pre-release draft© 2026 Powerfront