# Website, channel and subsite access

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

*Release 3.3 · admin, operator, supervisor*

**Settings › Account › Operators** · **Settings › General Settings › Subsites** · **Settings › 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 role | Selects the website accounts available to the operator. |
| Set Default Website | Settings › Account › Operators | operator | Current website selected when creating an operator | Settings role, Manager role | Selects the operator's default account. |
| Allowed Channels | Settings › Account › Operators | operator | All channels | Settings role, Manager role | Selects channel access separately for each permitted website. |
| Allowed Sub-sites | Settings › Account › Operators | operator | All subsites | Settings role, Manager role | Selects 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 role | Selects 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 role | Assigns routing skills within this website. Not set means no skills are assigned. |
| Enforce subsite permissions in queue | Settings › General Settings › Admin | website | Off | Powerfront, on request | Applies 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

### This feature uses

- **Requires** Website accounts (managed by Powerfront): Website accounts are the access boundaries.
- **Requires** [Operator accounts](ADM-007.md): Grants belong to an operator account.
- **Configured in** [Subsites](ADM-003.md): Subsite definitions supply the choices; changing a subsite's Allowed Operators updates operator subsite assignments.
- **Configured in** Admin settings and feature switches (managed by Powerfront): Admin controls whether subsite grants restrict queues.
- **Configured in** [Roles and permissions](ADM-008.md): Roles and delegated permissions govern available screens, actions and editing.
- **Configured in** [Operator settings](ADM-010.md): Operator settings include separate data-access, history-export and feature abilities.
- **Configured in** [Operator templates](ADM-011.md): Templates can supply initial access and permission choices for new operators.
- **Configured in** [Importing and exporting operators](ADM-012.md): Operator import can set website-specific channel, subsite and skill assignments in bulk.
- **Configured in** [Skillsets and skills-based routing](CHAT-007.md): Skillsets defines available skills and provides an Allowed Operators list for maintaining assignments.
- **Configured in** [Departments](CHAT-006.md): Floor channel definitions supply the channel choices and an Allowed Operators list for maintaining assignments.
- **Configured in** [Customer identity and conversation visibility permissions](SEC-016.md): Access to customer personal and conversation data has a separate operator control.
- **Works better with** [Salesforce connection and operator setup](CRM-010.md): Connecting Salesforce adds a website-specific Salesforce username field to operator assignments.
- **Works better with** [Dynamics 365 connection and customer records](CRM-015.md): Connecting Dynamics 365 adds a website-specific Dynamics email field to operator assignments.
- **Works better with** [Zendesk connection and operator setup](CRM-018.md): Connecting Zendesk adds a website-specific Zendesk username field to operator assignments.

### Used by

- **Configures** [Live visitors on the floor](VIS-012.md): Website, channel and subsite access determine which visitor audiences an operator may view.
- **Configures** [Visitor search and filters](VIS-013.md): Subsite permissions limit search sources and live results.
- **Configures** [INSIDE console](CON-001.md): Website and channel access determine the contexts you can select.
- **Configures** [Operator availability status](CON-002.md): Your website and channel assignments determine where you can set availability.
- **Configures** [Console connection and recovery](CON-005.md): Your account must retain access to the website and channel after reconnecting.
- **Configures** [Live visitor and operator floor](CON-006.md): Website and channel access determine which floor contexts you can open.
- **Configures** [Incoming chats and calls](CON-019.md): Website and channel access affect which work can be offered.
- **Configures** [Stats Bar and My Stats](CON-024.md): Your allowed channels determine the channel contexts available for scoped statistics.
- **Configures** [Monitor mode](CON-025.md): Account access determines the websites and channels available for rotation.
- **Configures** [Mobile console](CON-033.md): Website and channel access constrain the mobile workspace.
- **Configures** [Departments](CHAT-006.md): Operator website, channel and subsite grants constrain access.
- **Configures** [Skillsets and skills-based routing](CHAT-007.md): Each operator's website-specific Skills selection controls their routing skill assignments and other access restrictions.
- **Configures** [Transferring conversations](CHAT-010.md): Operator access grants constrain cross-subsite choices.
- **Configures** [Saved responses](CHAT-015.md): Operator subsite permissions constrain response availability.
- **Configures** [Conversation history and search](CHAT-024.md): Website and subsite access restrict the available conversations.
- **Configures** [Team chat](CHAT-027.md): Website and channel access determine the current channel available for Channel messages.
- **Configures** [Proactive chat invitations](ENG-004.md): Channel membership contributes to eligible human selection.
- **Configures** [Visitor event alerts for operators](ENG-008.md): Channels affect visitor placement on operators' floors.
- **Configures** [Virtual Assistant task setup](ENG-009.md): Channel choices can restrict operator task selection.
- **Configures** [Customer goals and AI progress tracking](AI-021.md): Reading the Goals panel requires access to the selected conversation.
- **Configures** [AI conversation plans and task progress](AI-022.md): The Goals panel follows conversation access checks.
- **Configures** [Messaging conversations](CHN-002.md): Website, channel and subsite access determines operator visibility.
- **Configures** [Instagram messages and story replies](CHN-012.md): Operator website and channel access determines which conversations they can handle.
- **Configures** [LINE messaging channel setup](CHN-013.md): Operator website and channel access controls conversation access.
- **Configures** [WeChat messaging channel setup](CHN-014.md): Operator website and channel access controls conversation access.
- **Configures** [KakaoTalk messaging conversations](CHN-015.md): Operator website and channel access controls conversation access.
- **Configures** [Viber messaging channel setup](CHN-016.md): Operator website and channel access controls conversation access.
- **Configures** [Apple Messages conversations](CHN-018.md): Website and channel access determines which account conversations operators can handle.
- **Configures** [Legacy Google Business Messages connection](CHN-020.md): Operator website and channel access governs conversation access.
- **Configures** [Legacy Twitter direct messages](CHN-021.md): Website and channel access governs which conversations an operator can handle.
- **Configures** [SMS number and channel setup](CHN-022.md): Website and channel access controls operator conversation access.
- **Configures** [Voice queue and call offers](RTC-003.md): Operator channel and applicable subsite access constrain call assignment.
- **Configures** [Operator telephone audio setup](RTC-004.md): Channel access and voice handling affect whether the browser registers for calls.
- **Configures** [Telephone call transfers](RTC-007.md): Operator channel and subsite grants affect eligible telephone transfer destinations.
- **Configures** [Telephone directory and number blocking](RTC-016.md): Operator subsite access filters applicable directory results.
- **Configures** [Company Shows with prerecorded videos](RTC-029.md): Operator subsite grants restrict which Company Shows they can manage.
- **Configures** [Product search and filters](COM-007.md): Operator searches respect website and subsite access.
- **Configures** [Store product selection for chat](COM-009.md): Website and subsite access constrain the available catalogue context.
- **Configures** [Store customer matches and orders](COM-010.md): Operators must have access to the visitor's website and subsite.
- **Configures** [Purchase details and conversion credit](COM-030.md): Assigned channel and subsite restrictions affect reporting visibility.
- **Configures** [Report selection and filters](REP-001.md): Website and subsite access affect the available reporting choices.
- **Configures** [Team comparison reports](REP-005.md): Account website, channel and subsite access affect reporting choices.
- **Configures** [Social messaging and SMS reports](REP-012.md): Reporting access restrictions affect website, team and subsite choices.
- **Configures** [Event, link and Virtual Assistant reports](REP-013.md): Reporting restrictions can limit the available subsite data.
- **Configures** [Missed opportunity estimates and reports](REP-014.md): Assigned channel and subsite access restricts report data; requested subsites are limited to permitted reporting subsites.
- **Configures** [Operation Analysis of visitor and sales activity](REP-017.md): Operator website access determines which websites can be selected in History.
- **Configures** [Reports Dashboard and business filters](REP-018.md): Website access and reporting restriction information are supplied to the dashboard service.
- **Configures** [Favourite reports and column selection](REP-020.md): Website access is checked when loading or saving reporting preferences.
- **Configures** [Audit search for retained customer records](REP-021.md): Website access determines the website being searched.
- **Configures** [Operator Log](REP-022.md): Website assignments determine which websites' operator activity you can inspect.
- **Configures** [Operator QA and coaching dashboard](REP-031.md): Reporting access restrictions affect the permitted conversation scope.
- **Configures** [Switching between websites](ADM-002.md): Website access grants determine which accounts ordinary users can select.
- **Configures** [Subsites](ADM-003.md): Allowed operators and their subsite grants control access.
- **Configures** [Operator accounts](ADM-007.md): Website and scoped grants determine where the operator works.
- **Configures** [Roles and permissions](ADM-008.md): Website, channel, subsite and action-specific permissions can narrow access beyond roles.
- **Configures** [Operator settings](ADM-010.md): Website-specific assignments set each operator's default channel and integration identity.
- **Configures** [Login and email verification](SEC-001.md): Website assignments determine the websites your account can access.
- **Configures** [Single sign-on with SAML 2.0](SEC-005.md): Local website access still applies to federated operator accounts.
- **Configures** [Single sign-on with OAuth 2.0](SEC-006.md): Existing operators retain their local website access restrictions.
- **Configures** [INSIDE API](EXT-018.md): Website and action permissions limit the resources an API caller can use.
- **Configures** [Operator CLI requests and browser login](EXT-024.md): Website assignments and delegated action permissions limit the resources CLI requests can use.
- **Related** [Importing and exporting operators](ADM-012.md): Review scoped access rules before importing or reviewing website, channel and subsite assignments.
- **Related** [Teams](ADM-013.md): Review website grants separately because team membership does not grant website access.

## 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.