Permissions reference

With the Settings role, allows configuration of AI features; the Developer role can also access Features.

With the Settings role, allows access to client-managed AI configuration, including selecting an account in Features; it does not grant account administration.

Allows AI configuration within Settings Permissions.

Allows AI configuration within Settings Permissions.

Allows AI configuration within Settings Permissions.

Access AI configuration when the Settings role has restricted Settings permissions.

Allows AI configuration within Settings Permissions.

Allows AI configuration within Settings Permissions.

Allows AI configuration under Settings Permissions.

Allows AI and commerce configuration for a restricted Settings role.

With the Settings role, allows selection of Tracing on supported AI features.

Allows access to AI configuration within Settings Permissions.

Allows AI configuration within Settings Permissions.

Allows AI configuration under Settings Permissions.

Allows AI configuration within Settings Permissions.

Allows AI configuration within Settings Permissions.

With the Settings role, allows access to feature-specific AI options; the Developer role can also access Features.

Allows AI configuration within Settings Permissions.

Allows AI configuration within Settings Permissions.

Allows AI configuration within Settings Permissions.

Allows AI configuration within Settings Permissions.

Allows AI configuration within Settings Permissions.

Allows AI configuration within Settings Permissions.

Allows AI configuration within Settings Permissions.

With the Settings role, allows management of AI functions and features.

Allows AI configuration within Settings Permissions.

Allows AI configuration under Settings Permissions.

Allows AI feature configuration under Settings Permissions.

With the Settings role, allows configuration of AI features; the Developer role can also access Features.

Allows AI configuration under Settings Permissions.

Allows AI configuration under Settings Permissions.

Allows commerce administration for a restricted Settings role.

Allows AI configuration under Settings Permissions.

Allows a Settings role to use commerce administration when its Settings permissions are restricted.

Allows AI configuration within Settings Permissions.

Allows AI configuration within Settings Permissions.

Allows AI configuration under Settings Permissions.

Allows commerce administration for a restricted Settings role.

Permits commerce administration when the Settings role has restricted permissions.

Allows AI configuration within Settings Permissions.

Allows AI configuration within Settings Permissions.

With the Settings role, allows configuration of AI Functions and their embedding options.

With the Settings role, allows editing of AI feature prompt selections.

Allows AI configuration under Settings Permissions.

Allows AI configuration within Settings Permissions.

With the Settings role, allows configuration of AI Functions and the features that use them.

With the Settings role, allows management of Knowledge Sources and function assignments.

With the Settings role, allows management of AI functions and feature assignments.

Presets this permission for new operators. Settings Permissions. Allows access to the AI settings section.

With the Settings role, allows configuration of Memory on supported AI features.

Allows AI configuration within Settings Permissions.

Allows AI configuration within Settings Permissions.

Settings Permissions. Allows access to the AI settings section.

Allows commerce administration for a restricted Settings role.

With the Settings role, allows selection of a prepared account in Features; the Developer role can also access Features.

With the Settings role, allows configuration of the AI features and functions that use the knowledge.

Allows commerce administration for a restricted Settings role.

Allows AI configuration within Settings Permissions.

Allows commerce administration for a restricted Settings role.

Allows AI configuration within Settings Permissions.

Allows AI configuration within Settings Permissions.

With the Settings role, allows Voice Autopilot feature configuration; the Developer role can also access Features.

With the Settings role, allows voice feature configuration; the Developer role can also access Features.

Allows operators with the Chat role to request draft rewrites.

Presets this permission for new operators. Chat Permissions. Allows AI rephrasing.

Chat Permissions. Allows AI rephrasing.

View your own participant scores; managers with this permission can view all participant scores.

Presets this permission for new operators. Chat Permissions. Allows AI conversation scoring.

Chat Permissions. Allows AI conversation scoring.

Allows operators with the Chat role to request spelling and grammar correction.

Presets this permission for new operators. Chat Permissions. Allows AI spelling and grammar checks.

Chat Permissions. Allows AI spelling and grammar checks.

Allows an operator with Chat access to use eligible Team Chat agents when AI is enabled for the website.

Allows operators with the Chat role to use the private Ask AI conversation.

Allows operators with the Chat role to receive and request Copilot suggestions.

Also permits the draft rephrase and spelling tools for compatibility.

Allows an operator with Chat access to use eligible Team Chat agents, including their supported attachment input.

Presets this permission for new operators. Chat Permissions. Allows AI reply suggestions.

Chat Permissions. Allows AI reply suggestions.

Allows operators with the Chat role to use AI translation assistance.

Allows the operator to use AI translation features.

Presets this permission for new operators. Chat Permissions. Allows AI translation assistance.

Chat Permissions. Allows AI translation assistance.

Makes Control Mode available to the operator within Co-Browse.

Presets this permission for new operators. Co-Browse Permissions. Allows co-browse control mode.

Co-Browse Permissions. Allows co-browse control mode.

Allows the operator to export historical conversation results.

Allows an operator to export conversation history after the required verification; off by default.

Allows history export.

Presets this permission for new operators. Allows history export.

Exposes the voice-transfer-only availability option for eligible voice operators.

Presets this permission for new operators. Voice Permissions. Allows on-demand voice transfers.

Voice Permissions. Allows on-demand voice transfers.

Makes manual ticket pinning available to the operator.

Allows the operator to pin email tickets.

Presets this permission for new operators. Allows the operator to pin email tickets.

Makes ticket pin controls available to this operator where the conversation is eligible.

Presets this permission for new operators. Voice Permissions. Allows outbound calls.

Place outbound calls when enabled under the operator's Voice permissions.

Voice Permissions. Allows outbound calls.

Make the outbound telephone call needed to call the customer back.

Make an outbound follow-up call from an available calling number.

Allows a delegated manager to reset an operator's password.

Presets this permission for new operators. Manager Permissions. Allows password resets.

Allow a manager to request a password-reset email for an operator.

Manager Permissions. Allows password resets.

Access Store Template shows for starting ad hoc shows from the app.

Presets this permission for new operators. Live Shows Permissions. Allows starting a live show from the app.

Live Shows Permissions. Allows starting a live show from the app.

Allow a manager to unlock an operator account.

Allows a delegated manager to unlock accounts.

Presets this permission for new operators. Manager Permissions. Allows account unlocking.

Manager Permissions. Allows account unlocking.

Presets this permission for new operators. Presets channel access.

Selects channel access for this website.

Adds or removes operators' access to this subsite.

Selects subsite permissions for this website.

Presets this permission for new operators. Presets subsite assignments for the website.

Selects the website accounts the operator may use.

Enable the app logging permission supplied to the native Store App for diagnostics.

Presets this permission for new operators. Store App Permissions. Allows app logging.

Store App Permissions. Allows app logging.

Allow browser audio calls within the Video Chat role.

Presets this permission for new operators. Video Chat Permissions. Allows audio calls.

Video Chat Permissions. Allows audio calls.

Search contacts and historical conversations in Audit.

Opens the workspace used to search customer records and recover deleted items.

Presets this permission for new operators. Grants audit functions, with separate permissions for deletion, recovery and export.

Opens the Audit workspace.

Opens the Audit workspace used to locate records and their available actions.

Grants audit functions, with separate permissions for deletion, recovery and export.

Allows eligible private videos to be approved automatically when submitted after processing.

Allows a private video owned by the operator to be approved automatically when processing finishes.

Presets this permission for new operators. Video Feed Permissions. Allows automatic approval of private videos.

Video Feed Permissions. Allows automatic approval of private videos.

Configure the tasks selected by Workflow functions.

Maintain Virtual Assistant tasks used for handoff and recovery.

Opens Data Fields under Virtual Assistant.

Access virtual-assistant Tasks and Steps for workflow authoring.

Access FAQ Bots and Custom Bots, train FAQ content and switch a bot on or off where editing is allowed. Registration creation, editing and deletion are Powerfront-managed.

Maintain task steps and their answer fields where the Virtual Assistant is enabled.

Configure existing-answer behaviour on Steps and expiry on Data Fields.

Open FAQ Bots and train, pause, resume and reset intents.

Provides access to Virtual Assistant Tasks and Steps.

Presets this permission for new operators. Grants bot training access.

Grants bot training access.

Select registered integrations and configure their task branches.

Configure Add Note with Reminder in task and step actions.

Configure business and outbound actions on task answer branches.

Manage virtual assistant Data Fields and bind them to Steps.

Manage task drafts, publication and version history.

Access virtual assistant Data Fields, Steps and Tasks, including their transfer and copy controls.

Edit task messages, assistant aliases and step wording.

Configure task handover, pause actions and handover phrases.

Open Tasks and preview saved task versions.

Access virtual assistant Tasks, Steps and Data Fields.

Configure task steps and their answer branches.

Configure Virtual Assistant Settings, task failure routes and step help or validation messages.

Access the Virtual Assistant task, step and data-field screens.

Author and publish the Virtual Assistant task and its steps.

Manage schedules offered in bot editors.

Manage task data fields that can be used in event filters.

Allows the operator to choose individual queued conversations where the console offers that action.

Allow taking a selected queued conversation rather than only the first item offered by the mobile queue view.

Allows selecting particular queued conversations, subject to availability, platform and capacity checks.

Allows manual conversation selection from the queue.

Presets this permission for new operators. Allows manual conversation selection from the queue.

Allows the operator to select individual queued conversations where offered.

Allows copying a conversation.

Presets this permission for new operators. Allows copying a conversation.

Allows the separate conversation copy action.

Allows emailing a conversation transcript.

Presets this permission for new operators. Allows emailing a conversation transcript.

Allows the operator to use Email Transcript where that action is supported.

Allows message content erasure.

Presets this permission for new operators. Allows message content erasure.

Enables text deletion for operators on assigned chats and users with the Manager role on accessible conversations, subject to the available UI.

Allows searching beyond the operator's own conversations.

Presets this permission for new operators. Allows searching beyond the operator's own conversations.

Allows transfer choices for other channels, subject to website policy.

Presets this permission for new operators. Allows transfer choices for other channels, subject to website policy.

Allows this operator's channel destinations subject to website policy.

Allows transfer choices for other skills, subject to website policy.

Presets this permission for new operators. Allows transfer choices for other skills, subject to website policy.

Allows this operator's skill destinations subject to website policy.

Allows transfer choices for other subsites, subject to website policy.

Presets this permission for new operators. Allows transfer choices for other subsites, subject to website policy.

Allows this operator's cross-subsite destinations within the applicable access rules.

Allows transfer choices for other teams, subject to website policy.

Presets this permission for new operators. Allows transfer choices for other teams, subject to website policy.

Allows this operator's team destinations subject to website policy.

View protected customer information in report views that apply personal-data masking.

Controls access to personal information and conversation data in returned views.

Allows access to personal information needed by the lead creation action.

Allows unmasked customer identity and conversation data in the views that apply this permission; on by default for ordinary client operators.

View protected contact information in applicable pre-chat survey results.

Allows access to customer personal information and conversation data.

Presets this permission for new operators. Allows access to customer personal information and conversation data.

View protected visitor contact information in applicable appointment results.

View permitted customer and conversation information used when investigating purchase evidence.

Controls whether the operator can view personal information and conversation data without the applicable display restrictions.

View protected email addresses in applicable ticket report views.

Presets this permission for new operators. Video Feed Permissions. Allows video ownership changes.

Video Feed Permissions. Allows video ownership changes.

Settings Permissions. Allows access to the Channel settings section.

Access scoring views with Allow AI Scoring.

Request product suggestions for an eligible conversation.

Accept or decline conversation offers available to the operator.

View available queued work and use the offered pickup actions.

Use chat handling controls in the operator console and access personal Floor Settings.

Provides the operator conversation role under which Co-Browse access is offered.

Use the conversation and reply workspace and access personal panel preferences in My Account.

Read transcripts for conversations available to the operator.

Handle incoming chat work subject to availability, channel access and capacity.

Use chat work areas and chat availability controls where chat is enabled.

Add internal comments to accessible conversations.

View delivery feedback on conversations available to your account.

Compose and read conversations available to your operator account.

Use chat availability where chat is enabled for the website.

Open Setup Sounds and save personal sound preferences.

Access personal Floor Settings and handle the chat work linked from notifications.

Use visitor notes and their reminder actions in the operator workspace.

Use the visitor reply and comment controls subject to conversation access.

Presets this permission for new operators. Grants operator chat functions.

Postpone eligible owned conversations through the conversation controls.

Grants operator chat functions.

Access Text/SMS Blacklist.

Work with conversations in the operator console.

Display the My Stats entry for personal chat results.

Take accessible, eligible conversations and work with owned conversations.

Use visitor notes and reminder actions in the operator workspace.

Use permitted transfer destinations for accessible conversations.

Receive typing information for conversations visible in your operator workspace.

Use the conversation workspace and its available supporting tools.

Presets this permission for new operators. Settings Permissions. Allows access to the Chat General settings section.

Settings Permissions. Allows access to the Chat General settings section.

Access general chat configuration through the Settings role, subject to View Only.

Access general chat configuration through the Settings role, subject to View Only. Powerfront manages visitor typing preview and its warning.

Presets this permission for new operators. Settings Permissions. Allows access to the Chat Links settings section.

Manage Chat Links with the Settings role.

Settings Permissions. Allows access to the Chat Links settings section.

Access alternate Click to Call form configuration with the Settings role.

Presets this permission for new operators. Settings Permissions. Allows access to the Click to Call settings section.

Settings Permissions. Allows access to the Click to Call settings section.

Access an enabled Co-Browse session.

Gives an operator access to Co-Browse when the website feature is enabled.

Presets this permission for new operators. Grants co-browse functions.

Grants co-browse functions.

Controls access to the Companies screen through delegated Settings permissions.

Presets this permission for new operators. Settings Permissions. Allows access to the Companies settings section.

Settings Permissions. Allows access to the Companies settings section.

Presets this permission for new operators. Settings Permissions. Allows access to the Data Fields settings section.

Settings Permissions. Allows access to the Data Fields settings section.

Allows access to data field configuration within the Settings role permissions.

Make call deletion available in Audit.

Shows call deletion controls in Audit.

Presets this permission for new operators. Audit Permissions. Allows call deletion.

Audit Permissions. Allows call deletion.

Make chat deletion available in Audit.

Shows chat deletion controls in Audit.

Presets this permission for new operators. Audit Permissions. Allows chat deletion.

Audit Permissions. Allows chat deletion.

Make contact deletion available in Audit.

Shows the contact and visitor deletion controls in Audit.

Presets this permission for new operators. Audit Permissions. Allows contact deletion.

Audit Permissions. Allows contact deletion.

Make text conversation deletion available in Audit.

Shows text-conversation deletion controls in Audit.

Presets this permission for new operators. Audit Permissions. Allows text conversation deletion.

Audit Permissions. Allows text conversation deletion.

Make ticket deletion available in Audit.

Shows email-ticket deletion controls in Audit.

Presets this permission for new operators. Audit Permissions. Allows ticket deletion.

Audit Permissions. Allows ticket deletion.

Access department configuration through the Settings role, subject to View Only.

Presets this permission for new operators. Settings Permissions. Allows access to the Departments settings section.

Settings Permissions. Allows access to the Departments settings section.

Access desktop screen-sharing functionality in the operator console.

Presets this permission for new operators. Grants desktop screen sharing.

Grants desktop screen sharing.

Configure AI features using accounts prepared by Powerfront.

Configure Citation Summary features and their assignments.

Change AI feature configuration.

Access AI Functions and Commerce Providers to configure commerce capabilities.

Configure work planning on AI features.

Configure Conversation Scoring features.

Configure Conversation Summary features.

Configure the provider and AI function or feature.

Allows selection of Tracing on supported AI features.

Manage AI features.

Manage AI functions and assignments.

Edit AI instructions and supported templates.

Configure functions and result processors.

Configure retrieval functions and sources.

Configure the feature and its search functions.

Configure AI feature streaming and interruption behaviour.

Configure Metrics features and review rule adjustments.

Manage result processors and assign them to AI functions.

Configure feature-level options.

Configure Spam Check.

Configure the AI functions and their selected fields.

Allows management of AI functions and features.

Displays the development console and permits API call suggestions. The requested operation still applies its own access checks.

Configure AI features and use Team Chat agents without the ordinary operator access filter.

Configure Ask AI and access its operator assistance.

Configure the Autopilot features selected by an event.

Configure Autopilot.

Configure AI handoff functions and feature recovery options.

Access availability history for the website.

Configure the BigCommerce commerce provider.

Load business subjects for use in the desktop message selector.

Configure Chat Translate and Detect Language features.

Access commerce provider administration.

Select the feature's context mode.

Configure AI feature history tools.

Configure Copilot.

Configure the custom commerce provider.

Shows the temporary Debug control when the account also has access to Email Events.

Displays the development console; script loading and recompilation require Powerfront-managed access.

Access Commerce Providers to configure the integration.

Configure goal tracking on AI features.

Configure Email Autopilot features and functions.

Allows editing of AI feature prompt selections.

Configure dedicated draft-assistance features.

Configure AI features and their image capabilities.

Provides access to AI Functions.

View IVR Flow Executions for the current website.

Allows management of Knowledge Sources and function assignments.

Allows management of AI functions and feature assignments.

Access the Missed Opportunities dashboard when reporting and the WFM dashboard are enabled.

Allows supported API actions to create credentials and tokens and delete them; the My Api Keys screen is Powerfront-managed.

Allows configuration of Memory on supported AI features.

Read unresolved reporting warnings and mark a warning as resolved.

Manage skills and feature assignments.

Configure rich content on AI features.

Satisfy the additional role requirement for protected developer actions; other action-specific checks still apply.

Configure the Salesforce B2C Commerce provider.

Allows configuration of AI features and functions.

Open WFM, Skills and Missed Opportunities when reporting and WFM are enabled; does not grant Performance access.

Configure the Shopify commerce provider.

Configure functions and their feature assignments.

Access AI Features configuration.

See website IDs in the directory.

Open Voice Calls to review telephone calls, conferences and execution flows.

Configure the commerce provider using an existing UCP connection.

Access AI Functions and Features to configure the task function and its use by AI.

Manage AI functions and attach them to features.

Configure Voice Autopilot features and functions.

Allows operators with the Settings role to access disposition configuration.

Presets this permission for new operators. Settings Permissions. Allows access to the Disposition settings section.

Settings Permissions. Allows access to the Disposition settings section.

Presets this permission for new operators. Manager Permissions. Allows channel volume changes.

Manager Permissions. Allows channel volume changes.

Allows the Manager role to change operator channel settings, subject to View Only.

Allows delegated changes to channel defaults.

Presets this permission for new operators. Manager Permissions. Allows operator channel assignment changes.

Manager Permissions. Allows operator channel assignment changes.

Allows delegated changes to operator channel settings.

Allows operators with the Manager role to change operator workload limits, subject to View Only and operator access.

Allows delegated changes to workload limits.

Presets this permission for new operators. Manager Permissions. Allows operator workload limit changes.

Manager Permissions. Allows operator workload limit changes.

Allows delegated changes to operator images.

Presets this permission for new operators. Manager Permissions. Allows operator image changes.

Manager Permissions. Allows operator image changes.

Allows a delegated manager to change operator names.

Presets this permission for new operators. Manager Permissions. Allows operator name changes.

Manager Permissions. Allows operator name changes.

Presets this permission for new operators. Manager Permissions. Allows operator skill assignment changes.

Manager Permissions. Allows operator skill assignment changes.

Allows delegated managers to access Skillsets and edit operator skill assignments.

Allows delegated changes to skill assignments.

Presets this permission for new operators. Manager Permissions. Allows operator single sign-on changes.

Manager Permissions. Allows operator single sign-on changes.

Allow a manager to change an operator's Single Sign-On selection.

Allow a manager to change an operator's Single Sign-On selection.

Allows an operator with Settings to save and delete event definitions when View Only is off.

Allows event configuration within the Settings role.

Presets this permission for new operators. Settings Permissions. Allows access to the Events settings section.

Settings Permissions. Allows access to the Events settings section.

Make Audit export actions available within the Audit role's permissions.

Shows the personal-data export action within Audit permissions.

Presets this permission for new operators. Audit Permissions. Allows audit data export.

Shows personal-data export actions within Audit permissions.

Audit Permissions. Allows audit data export.

Allows appointment exports through the scheduling role.

Presets this permission for new operators. Scheduling Permissions. Allows appointment exports.

Scheduling Permissions. Allows appointment exports.

Allows file and folder administration through the Settings role.

Presets this permission for new operators. Settings Permissions. Allows access to the File Library settings section.

Settings Permissions. Allows access to the File Library settings section.

Controls access to font administration through delegated Settings permissions.

Presets this permission for new operators. Settings Permissions. Allows access to the Fonts settings section.

Settings Permissions. Allows access to the Fonts settings section.

Restricts the mobile floor to exclude the historical visitor view when enabled.

Restrict the floor to its permitted live view by hiding historical visitors.

Presets this permission for new operators. Store App Permissions. Hides historical floor visitors.

Store App Permissions. Hides historical floor visitors.

Hide the mobile search entry point.

Presets this permission for new operators. Store App Permissions. Hides search.

Store App Permissions. Hides search.

Hides visitor search for an operator using the Store App.

When enabled under Store App permissions, removes Search from the mobile interface.

Controls access to image administration through delegated Settings permissions.

Presets this permission for new operators. Settings Permissions. Allows access to the Image Library settings section.

Settings Permissions. Allows access to the Image Library settings section.

Reserved for Powerfront.

Presets this permission for new operators. Settings Permissions. Allows access to the Insights settings section.

Settings Permissions. Allows access to the Insights settings section.

Presets this permission for new operators. Settings Permissions. Allows access to the Integration settings section.

Settings Permissions. Controls delegated integration access; Powerfront-managed screens remain reserved for Powerfront.

Presets this permission for new operators. Settings Permissions. Allows access to the Keyboard Shortcuts settings section.

Settings Permissions. Allows access to the Keyboard Shortcuts settings section.

Presets this permission for new operators. Settings Permissions. Allows access to the Legacy Chat settings section.

Settings Permissions. Allows access to the Legacy Chat settings section.

The Live Shows role makes the Content Library menu available when Live Shows is enabled for the website.

Manage and host live shows and use their host controls.

Host shows and use host question, reply, blocking and broadcast-message controls.

Access the show management screens, including Past Shows.

Configure show follow-up, manage live-show email templates and view registration lists.

Manage shows, show content and the related live-show screens.

Prepare show content and operate the host Showcase controls.

Allows access to Past Shows.

Presets this permission for new operators. Grants live show functions.

Open Past Shows and its show-specific reports.

Grants live show functions.

Allows eligible users to open Video Approvals and manage reusable-video status.

Manage Company Shows and their publication status.

Presets this permission for new operators. Video Feed Permissions. Allows company video feed management.

Video Feed Permissions. Allows company video feed management.

Review detections and correct false positives through Manager permissions.

Presets this permission for new operators. Manager Permissions. Allows spam management.

Manager Permissions. Allows spam management.

Allows operators with this Manager permission to review, export and act on spam detections and whitelisted messages.

Enable mobile ticket handling when website tickets are enabled.

Presets this permission for new operators. Store App Permissions. Allows the beta ticket management function.

Store App Permissions. Allows the beta ticket management function.

Add coaching comments to operator messages and view available AI-score feedback.

Re-score conversations, create manual audits and override criterion scores.

Manage visitor events, subject to configured editing restrictions.

Load business subjects for use in the desktop message selector.

The Chat Queue List offers Transfer and Remove controls to managers.

Maintain operator accounts and their spoken languages, subject to editing restrictions.

Access Visitor Events where permitted; it does not grant the alternate form settings screen.

Allows access to Email Events. This role alone does not grant permission to save or delete rules.

Manage permitted operator accounts and their Dynamics 365 user mapping.

Access Email Events subject to the role's event permissions.

Access the Email Events screen. This role alone does not grant saving or deleting rules.

Configure Email Events.

Manage survey definitions through Surveys; email templates and account branding remain Powerfront-managed.

Save website floor defaults; the Settings role is also required to edit the website festive switches.

Import and export operators within account authority.

Manage permitted website and channel access through operator administration.

Provides access to Visitor Events and Email Events, subject to delegated Manager permissions.

Add message feedback and delete supervisor notes. Only the note recipient can mark their note read.

Manage permitted operator accounts, subject to Manager Permissions.

Open permitted operator administration screens, subject to Manager Permissions.

Allows access to Operators, subject to the account's permissions and editing restrictions.

Access the Missed Opportunities dashboard when reporting and the WFM dashboard are enabled.

Manage operators within the websites and delegated actions allowed to your account.

Access permitted operator configuration and work in managed channels without being their owner.

Open Setup Sounds with the Manager role.

Read the Operator QA dashboard and operator feedback for the website.

Manage permitted operator settings.

Access operator management within the account's permitted management scope.

Presets this permission for new operators. Grants supervisor functions, subject to Manager Permissions.

Manage operator calling access within the account's permitted management scope.

Manage shared saved tags, including deletion and removal of associations in supported controls.

Manage permitted operator accounts, subject to Manager Permissions.

Create and edit survey definitions through Events.

Access Visitor Events and its In Control Group filter, subject to delegated permissions.

Manage proactive visitor events, subject to delegated permissions.

Allows access to Operators to manage operator permissions.

Use permitted supervisor and account-management actions, subject to Manager Permissions and account scope.

Manage operator mappings where operator-administration permissions allow it.

Open Performance and, when reporting and WFM are enabled, WFM, Skills and Missed Opportunities; view Teams Overview when associated with a team.

Open the Performance tab in Service Overview.

Manage permitted operator accounts, subject to Manager Permissions.

Manage permitted operator accounts, subject to Manager Permissions.

Access operator administration; Edit Operator Skills allows delegated skill assignment changes, subject to View Only.

Access Text/SMS Blacklist.

Manage permitted operator accounts, subject to Manager Permissions.

Together with Stats, saves a website default statistics-bar layout.

Allows shared tag creation, changes, deletion and removal of tag associations in the applicable context.

Bypasses some ordinary peer-conversation hiding in the operator floor display.

Create, edit and delete teams within permitted access.

Access Teams Overview when a member of a team, and Manager Mode when enabled for the website.

Join a telephone call as a coach using Whisper Mode.

Manage Email Events.

Access visitor-event configuration.

Provides broader transfer choices than the ordinary operator picker under relevant website policies.

Manage permitted operator accounts, subject to Manager Permissions.

Access visitor-event configuration; View Only restrictions prevent editing.

Configure Visitor Data Mapping.

Manage Visitor Data Mapping where Manager permissions allow changes.

Manage visitor data mappings unless View Only is enabled.

Configure operator alert events, subject to delegated permissions.

Manage visitor-event date restrictions, subject to delegated permissions.

Access Visitor Events, subject to delegated permissions.

Manage visitor event filters and Visitor Data Mapping, subject to delegated permissions.

Manage visitor events, flags and custom scores, subject to delegated permissions.

Manage flag and custom-score definitions unless View Only is enabled.

Can save shared floor settings, subject to View Only restrictions.

Manage popup and survey events, subject to delegated permissions.

Configure visitor-event popup actions when editing is permitted.

Access Surveys and manage definitions when editing is permitted.

Manage permitted operator accounts, subject to Manager Permissions and website access.

Manage permitted operator accounts and their Zendesk identity mappings.

Allow the mobile manual proactive conversation action when otherwise available.

Presets this permission for new operators. Store App Permissions. Allows manual proactive conversations.

Store App Permissions. Allows manual proactive conversations.

Start monitor mode.

Presets this permission for new operators. Grants monitor access.

Grants monitor access.

Presets this permission for new operators. Settings Permissions. Allows access to the Monitor View settings section.

Settings Permissions. Allows access to the Monitor View settings section.

Allow operator administration.

Allow operator administration within Settings Permissions.

Allow operator administration within Settings Permissions.

Allow the Operators settings screen.

Allow access to the Operators screen.

Presets this permission for new operators. Settings Permissions. Allows access to the Operators settings section.

Allow operator administration within Settings Permissions.

Settings Permissions. Allows access to the Operators settings section.

Allow operator administration within Settings Permissions.

Allow operator administration within Settings Permissions.

Allow operator administration within Settings Permissions.

Allow operator administration within Settings Permissions.

Allow operator administration within Settings Permissions.

Allow operators to customise the supported insight options selected for personal changes.

Presets this permission for new operators. Grants payment form access where enabled.

Use the payment form on an enabled website.

Use the enabled payment workflow and its operator payment-detail view.

Grants payment form access where enabled.

Manage test datasets and run and review AI experiments for your website.

Manage and test AI evaluators for your website.

Create, edit and delete operator templates on your behalf.

Change Powerfront-managed settings on your behalf.

Manage subsites and their Allowed Operators on your behalf.

Change classification and currency on your behalf.

Presets this permission for new operators. Settings Permissions. Allows access to the Pre-Chat Survey settings section.

Settings Permissions. Allows access to the Pre-Chat Survey settings section.

Make the Recover view available for recoverable deleted items.

Shows the Recover tab and its recovery actions.

Presets this permission for new operators. Audit Permissions. Allows recovery of deleted items.

Shows the Recover workspace, where retained items have a Permanent Delete action.

Audit Permissions. Allows recovery of deleted items.

Presets this permission for new operators. Settings Permissions. Allows access to the Regional Settings settings section.

Settings Permissions. Offers Regional Settings delegation; restrictions vary in this release.

Allows users with the Settings role to access Regional Settings; Powerfront changes the website Language field.

Allow access to regional settings.

Presets this permission for new operators. Settings Permissions. Allows access to the Remote Cameras settings section.

The Settings permission option permits access to remote-camera administration.

Settings Permissions. Allows access to the Remote Cameras settings section.

Open the assistance, translation, sentiment and censored-message reports.

Open the scoring performance tables in the reporting workspace.

Open Autonomous AI Performance in the reporting workspace.

View broadcast, transfer and queue-action reports.

Open the business-feed and Academy reporting tables.

View chat performance, utilisation and visibility reports.

View conversation detail and unanswered-work reports.

View survey detail and NPS reports.

Open the available event, content, task and offline-message reports.

Open reports, choose favourites and adjust available report columns.

Open the historical Missed Opportunities reports, subject to report availability and assigned data restrictions.

Open Operator Log in the reporting workspace.

View productivity and operator performance reports.

Presets this permission for new operators. Grants reports access.

View product recommendation and conversion reports.

Access conversion reports, subject to assigned reporting restrictions.

Access the reporting workspace and its available sharing actions.

Open the reporting workspace and use its available reports.

Open the reporting workspace and its data-availability information.

Provides the reporting access required alongside Reports Dashboard.

View reports and their metric descriptions.

Grants reports access.

View sales and conversion reports.

Open the reporting workspace and its available Social and Text reports.

Open comparison and dimension reports.

View ticket reports when email management is enabled for the website.

Open the available call, show and video reports.

Presets this permission for new operators. Grants the reporting dashboard.

Open the configured embedded dashboard when Reports access is also granted. Powerfront grants this role.

Grants the reporting dashboard; its role control is shown to Powerfront staff.

Limit search to the operator's favourite customers and previous engagements.

Presets this permission for new operators. Store App Permissions. Restricts search.

Store App Permissions. Restricts search.

Limits Store App visitor searches to criteria involving your customers, engagements or sales.

When enabled under Store App permissions, requires My Customers / Favorites, My Engagements or My Sales for a search.

Presets this permission for new operators. Settings Permissions. Allows access to the Saved Links settings section.

Settings Permissions. Allows access to the Saved Links settings section.

Presets this permission for new operators. Settings Permissions. Allows access to the Saved Responses settings section.

Settings Permissions. Allows access to the Saved Responses settings section.

Manage shared responses with the Settings role and Saved Responses permission, or team responses with the Team Leader role, subject to View Only and access restrictions.

With the Settings role, allows management of shared responses, subject to view-only restrictions.

Access scheduling settings and Appointment Schedule when scheduling is enabled for the account and operator.

The Scheduling role opens Appointment Schedule and scheduling administration.

The delegated Settings permission allows the scheduling section.

Grants the operator scheduling access.

Enable operator appointment functionality and access Appointment Schedule when website scheduling is available.

Configure appointment-entry tolerance, messages and backgrounds.

Presets this permission for new operators. Grants scheduling access.

Presets this permission for new operators. Settings Permissions. Allows access to the Scheduling settings section.

Grants scheduling access.

Settings Permissions. Allows access to the Scheduling settings section.

Access team appointment availability in Scheduling settings.

Allow the mobile sharing controls when supported by the conversation.

Presets this permission for new operators. Store App Permissions. Allows screen sharing.

Store App Permissions. Allows screen sharing.

Select an account on AI features when AI is allowed under Settings Permissions.

Configure citation summaries when AI is allowed under Settings Permissions.

Change feature token limits when AI is allowed under Settings Permissions.

Manage permitted AI and commerce configuration.

Configure work planning when AI is allowed under Settings Permissions.

Configure scorecards when AI is allowed under Settings Permissions.

Configure Conversation Summary with the AI permission and maintain dispositions.

Configure providers, Commerce functions and AI features, subject to AI access and View Only.

Manage AI features when the AI permission is allowed.

Manage AI functions and assignments when AI is allowed under Settings Permissions.

Edit AI instructions when the AI Settings permission is allowed.

Configure functions and result processors when AI is allowed under Settings Permissions.

Configure retrieval functions and sources when AI is allowed under Settings Permissions.

Configure Product Suggestion when AI is allowed under Settings Permissions.

Configure feature streaming when AI is allowed under Settings Permissions.

Configure Metrics and inspect feature results when AI is allowed under Settings Permissions.

Create, edit, delete and preview result processors when AI is allowed under Settings Permissions.

Configure feature-level options when AI is allowed under Settings Permissions.

Configure Spam Check when AI is allowed under Settings Permissions.

Configure Data Fields, and AI functions when AI is allowed under Settings Permissions.

Manage scheduling configuration, form customisations and Chat Links.

Configure Team Chat agents when AI is allowed under Settings Permissions.

Configure Ask AI when the AI Settings permission is allowed.

View Website settings, subject to Settings Permissions. Powerfront manages Enable Transfer Basket.

Edit your own Auto Logout duration when website security policy restricts ordinary operator changes.

Manage visitor events and, with the AI permission, their Autopilot features.

Configure Autopilot when the AI Settings permission is allowed.

Configure AI features and functions when the AI Settings permission is allowed.

Access Avatar Animations configuration, subject to settings restrictions.

Configure BigCommerce, subject to AI access and View Only.

Load business subjects for use in the desktop message selector.

Access scheduling settings when the Scheduling section is allowed.

Configure recording for a number and website automatic deletion.

Opens Data Fields under General Settings.

Maintain theme styling, focus exclusions and pre-chat field labels.

Configure theme avatars and Avatar Animations.

Allows access to Chat Links to create and maintain links.

Create and edit Chat Links and configure appointment-entry themes.

Configure chat tabs in Themes and the legacy Chat Tab screen.

Select a Pre-Chat Task in a theme.

Manage translation features with the AI permission and maintain operator languages.

Configure the website's chat display options in General Settings.

Manage alternate Click to Call form records and visitor events, subject to permission restrictions.

Manage Commerce Providers, subject to the AI permission and View Only restriction.

Manage website keyboard shortcuts, subject to view-only restrictions.

Select the feature's context mode when AI is allowed under Settings Permissions.

Configure history tools when AI is allowed under Settings Permissions.

Manage permitted chat settings and retain lead creation and editing when Hide Create Lead Option is on, subject to personal-data access.

Configure Copilot when the AI Settings permission is allowed.

Configure website default supporting tabs in Chat General Settings.

Select a custom provider and its operations, subject to AI access and View Only.

Edit pre-chat and offline custom fields.

Allows access to Email Events and saving or deleting rules when Events is permitted and View Only is off.

Configure commerce access, subject to Settings permissions.

Manage Data Fields and Companies, subject to delegated Settings permissions.

Configure goal tracking when AI is allowed under Settings Permissions.

Manage departments and configure their visitor-facing selection.

Manage departments and channels when the corresponding Settings Permissions allow changes.

Manage permitted operator accounts and their Dynamics 365 user mapping.

Configure visitor transcript menu options and conversation history settings.

Configure AI features when AI is allowed under Settings Permissions, and manage Email Events.

Access Email Events and save or delete rules when Events is permitted and View Only is off.

Manage website Email Blacklist and Whitelist, and configure Email Events.

Manage survey definitions through Surveys; email templates and account branding remain Powerfront-managed.

Edit website festive controls in Floor Settings, subject to view-only restrictions.

Configure the theme's Attach File menu entry.

Opens the settings destinations permitted by the account's delegated screen access.

Configure features with the AI permission and maintain keyboard shortcuts.

Edit permitted rendering and animation preferences in More Settings.

Access Industry Type and permitted shared floor display controls.

Configure Show Consecutive Chat Messages Separately in Chat General Settings.

Configure image tools when AI is allowed under Settings Permissions.

Import and export operators when the operator administration controls are available.

Edit your Default Channel and manage permitted operator access and roles.

Provides access to Visitor Events, Email Events and AI Functions, subject to delegated Settings permissions.

Configure a number's flow, widget messages and outcome mappings through Voice Numbers.

Configure theme entry controls, pre-chat call options and alternate callback settings.

Edit legacy pane, tab, offline and alternate chat settings.

Manage operator accounts within your permitted websites, subject to Settings Permissions.

Open permitted operator administration screens, subject to Settings Permissions.

Allows access to File Library and Operators, subject to the account's permissions and editing restrictions.

Configure mobile tab presentation and device-dependent theme options.

Access the Face Image and Store Image account controls where permitted.

Configure offline presentation, fields and enabled follow-up destinations.

Access operator administration when Operators access is allowed.

Access Omnichannel Statuses and permitted operator and channel configuration.

Open Setup Sounds with the Settings role.

Configure the queued-chat notification-bubble option in Chat General Settings.

Configure saved-response keyword completion in Chat General Settings.

Manage operator settings when Operators access is allowed.

Manage operator voice settings.

Presets this permission for new operators. Grants configuration access, subject to Settings Permissions.

Access Order Cards and Themes, subject to Settings permissions.

Manage visitor order-card configurations and select them in themes.

Manage outbound destination permissions and calling numbers.

Manage shared saved tags, including deletion and removal of associations in supported controls.

Manage permitted operator accounts, subject to Settings Permissions.

Use payment forms and manage permitted operator access and chat-theme settings.

Open the website Insights settings when Insights is enabled, subject to settings restrictions.

Select theme surveys and configure web-chat survey delivery.

Create and edit survey definitions through Events.

Create and edit reusable pre-chat surveys, their defaults and theme selection.

Configure client-managed history scope and theme message display.

Configure the website control-group percentage and associated attribution settings, subject to Settings permissions.

Access Website settings, subject to delegated permissions.

Manage proactive visitor events, subject to delegated permissions.

Access Product Cards and Themes, subject to Settings permissions.

Manage product-card configurations and select them in themes.

View Regional Settings, subject to Settings Permissions. Powerfront manages the currency controls.

Change the website's automatic favourite-on-sale option, subject to Settings permissions.

Access Chat Links management, subject to its permission options.

Allows access to Operators to manage operator permissions and Website to configure recovery time and credit-card masking.

Access the Remote Cameras management screen when video calling is enabled.

Manage skills and feature assignments when AI is allowed under Settings Permissions.

Configure rich content when AI is allowed under Settings Permissions.

Configure Rich Content appearance in themes.

Use permitted configuration actions and manage operator accounts and roles within your authority, subject to Settings Permissions.

Manage the website's sales-attribution settings.

Configure website sales attribution, subject to Settings permissions.

Configure this provider, subject to AI access and View Only.

Manage permitted operator accounts and their website-specific Salesforce user mapping.

Configure CRM creation choices in the pre-chat survey.

Save website settings, subject to the screen and field permissions.

Configure Shopify through Commerce Providers, subject to AI access and View Only.

Manage permitted operator accounts, subject to Settings Permissions.

Manage permitted operator accounts, subject to Settings Permissions.

Access skill catalogue administration when the Skillsets permission is allowed, subject to View Only.

Access Text/SMS Blacklist.

Configure specialist functions when AI is allowed under Settings Permissions.

Manage permitted operator accounts, subject to Settings Permissions.

Together with Stats and Manager, makes Enforce Global Settings available for the statistics bar.

Configure AI feature streaming and the theme's activity indicator.

Allows shared tag creation, changes, deletion and removal of tag associations, plus access to Companies and permitted Data Fields configuration.

Manage teams when the Teams section is allowed.

Configure telephone opening hours and unavailable actions.

Change the website's wrap-up allowance.

Change website voice transfer restrictions.

Configure number callback digits, fallback actions and prompt selections.

Create, edit and delete directory and blacklist entries through Settings.

Create, edit, select and remove website music and greetings.

Change transcription options on telephone numbers.

Manage Ticket Source and Email Events through their Settings menus.

Access visitor-event configuration.

Manage permitted operator accounts, subject to Settings Permissions.

Select an existing UCP connection in Commerce Providers, subject to AI access and View Only.

Configure the theme's visitor video controls.

Manage the chat themes needed to display task preview.

Access AI Functions and Features, subject to the operator's editing permissions.

Manage the function when AI is allowed under Settings Permissions.

Access visitor-event configuration; View Only restrictions prevent editing.

Configure default supporting tabs, Quick Links, Data Fields and Visitor Data Mapping.

Edit client-managed chat labels, pre-chat forms and pane language options.

Configure visitor notification appearance and chat alert options.

Configure pane layout and header controls in Themes or the legacy Chat Pane screen.

Configure queue wording, visitor warnings and chat expiry settings.

Create and edit themes, choose the default and manage image and font resources; Powerfront manages the branding controls.

Manage Visitor Data Mapping, subject to delegated Settings permissions.

Manage visitor data mappings unless View Only is enabled.

Configure operator alert events, subject to delegated permissions.

Manage visitor events and access Regional Settings, subject to delegated permissions.

Access Visitor Events, subject to delegated permissions.

Manage visitor event filters and Visitor Data Mapping, subject to delegated permissions.

Manage visitor events, flags and custom scores, subject to delegated permissions.

Manage flag and custom-score definitions unless View Only is enabled.

Edit local-country choices; saving shared floor settings also requires Manager, subject to View Only restrictions.

Manage popup and survey events, subject to delegated permissions.

Configure visitor-event popup actions when editing is permitted.

Access Surveys and manage definitions when editing is permitted.

Configure theme privacy prompts and pre-chat opt-in choices.

Configure Voice Autopilot when AI is allowed under Settings Permissions, and manage voice setup.

Manage voice accounts and numbers.

Configure number assignment targets and waiting behaviour.

Manage voice general settings.

Select voicemail fallbacks, greetings and recording transcription for a number.

Access settings screens, subject to delegated screen permissions.

Manage permitted settings and operator accounts, subject to Settings Permissions and website access.

Access permitted wind-down reason configuration.

Manage permitted operator accounts and their Zendesk identity mappings.

Configure channel acceptance mode through the Settings role, subject to View Only.

Access channel configuration through the Settings role, subject to View Only.

Presets this permission for new operators. Settings Permissions. Allows access to the Channel settings section.

Presets this permission for new operators. Settings Permissions. Allows access to the Teams settings section.

Allow access to team settings.

Show the mobile Queue screen.

Presets this permission for new operators. Store App Permissions. Shows the queue.

Store App Permissions. Shows the queue.

Presets this permission for new operators. Settings Permissions. Allows access to the Skillsets settings section.

Settings Permissions. Allows access to the Skillsets settings section.

Allows the Skillsets section for the Settings role.

Open History, including the Forms view.

Open History and its available analysis views.

Presets this permission for new operators. Grants statistics access.

Grants statistics access.

Together with Manager, makes Save as Global Default available in Stats Bar Settings.

Presets this permission for new operators. Grants the statistics bar.

Grants the statistics bar.

Display the floor statistics bar and its available indicators.

Group the operator's mobile app permissions.

Group mobile operator permissions for available screens and actions.

Presets this permission for new operators. Grants Store App access.

Grants Store App access.

Restricts the operator to Store App login.

Reserved for Powerfront.

Reserved for Powerfront.

Reserved for Powerfront.

Allows management of the team's saved responses.

Settings Permissions. Allows access to the Teams settings section.

Controls delegated access to visitor theme configuration that uses shared assets.

Presets this permission for new operators. Settings Permissions. Allows access to the Themes settings section.

Settings Permissions. Allows access to the Themes settings section.

Provides desktop video upload in the video management workspace.

Presets this permission for new operators. Video Feed Permissions. Allows video upload from desktop.

Video Feed Permissions. Allows video upload from desktop.

Handle permitted browser calls and respond to their operator feedback prompts.

Use the operator's permitted browser call types and their controls.

Handle browser calls with their configured recording and caption options.

Access browser calling, with separate Video Chat and Audio Call permissions.

Presets this permission for new operators. Grants video chat functions.

Presets this permission for new operators. Video Chat Permissions. Allows video calls.

Access browser video calls in which a remote camera can participate.

Grants video chat functions.

Video Chat Permissions. Allows video calls.

Provides the video role used by reusable-video permissions.

Open the video-feed management workspace.

Presets this permission for new operators. Grants video feed access.

Grants video feed access.

Allows a delegated manager to view all appointments.

Presets this permission for new operators. Manager Permissions. Allows viewing all appointments.

Manager Permissions. Allows viewing all appointments.

Restricts the Settings role to viewing configuration.

Allows inspection while preventing editing in supported Settings or Manager screens.

Presets this permission for new operators. Manager Permissions. Restricts the manager to viewing.

Presets this permission for new operators. Stats Bar Permissions. Applies the Stats Bar view-only restriction.

Presets this permission for new operators. Settings Permissions. Makes the delegated Settings screens read-only.

View configurations without creating, duplicating or saving changes.

View configurations without creating, duplicating or saving changes.

Manager Permissions. Restricts the manager to viewing.

Stats Bar Permissions. Applies the Stats Bar view-only restriction.

Settings Permissions. Makes the delegated Settings screens read-only.

Restricts changes in the applicable Settings or Manager administration screens.

Restricts editing under the Settings or Manager role when enabled.

View permitted configuration without editing it.

Apply the read-only restriction within the relevant Settings Permissions or Manager Permissions panel.

Use the voice console and its recording pause and resume controls.

Receive voice work when the account, channel and voice settings allow it.

Use telephone calling in the operator console.

Presets this permission for new operators. Grants voice functions.

Use telephone calling.

Grants voice functions.

Handle telephone conversations as an operator.

Use the browser voice connection required to participate in telephone audio.

Handle calls and complete wrap-up in the voice console.

Participate in telephone calls and receive internal voice transfers.

Handle queued callback work.

Use destinations while handling telephone calls, subject to outbound-call permissions.

Handle telephone conversations in the voice console.

Use the voice console to handle telephone calls.

Receive and handle voice call offers.

Accept and handle voicemail work in the voice console.

Controls delegated access to website profile and branding configuration.

Presets this permission for new operators. Settings Permissions. Allows access to the Website settings section.

Settings Permissions. Allows access to the Website settings section.

Allow access to the website settings screen.

Presets this permission for new operators. Settings Permissions. Allows access to the Wind Down Reasons settings section.

Settings Permissions. Allows access to the Wind Down Reasons settings section.

Manage the reason list within Settings permissions.

Allows users with the Settings role to access wind-down reason administration.