User Roles and Groups

Role and user groups control user permission on projects and features in IntelliService. In the user groups page, you can create and manage logically related group of users to associate projects and roles. Whereas, in the roles page, you define user permission like read and write access for features in IntelliService.

Manage Roles

Access the Roles page and set permissions for intelliservice features for corresponding roles. To add new role, follow the steps below:

  1. In the homepage, at the left corner bottom of the page, click Settings > User Management > Roles. As a result, the roles page will be displayed as below.
  2. Click ADD NEW ROLE to add new role. As a result, the Role Details page will be displayed as show below:
  3. In the Role Details page, enter role name and details, and then select corresponding permission for each feature.
  4. Enable corresponding feature permissions and click SAVE.
  5. Click three dots of any role and you can edit the access, delete or duplicate the set access permission.

Feature list and permissions are listed below:

Feature Page Permission Description
Conversational AI Conversation Builder Allows access to conversational AI features like SmartFAQ, Flows and Virtual Agents.
Admin Settings Allows access to other conversational AI features like language settings, agent transfer, and schedule meetings.
Dashboard Allows access to view insights of conversational metrics.
Cognitive Search Interface Allows access to cognitive search page.
Knowledge Upload Allows access to upload document for cognitive search.
Admin Settings Allows access to knowledge mining and website crawling.
Dashboard Allows access to view insights of cognitive search metrics.
Product Triage Interface Allows access to Agent cockpit page.
Model Training Allows access to product triage page.
Admin Settings Allows access to manage symptoms, root causes, and mappings of symptoms and root causes and agent cockpit settings.
Dashboard Allows access to view insights of product triage metrics.
Common Project Management Allows access to create, delete, import and export projects.
User Management Allows access to create user profiles, user groups and roles.
Integration Management Allows access to configure out of box integrations of ticketing system, content management and so on.
Backup and Restore Allows access to configure backup and restore settings.

Manage User Groups

Access the User Groups page and set permission to project and roles that the user group can access. To add a new user group, follow the steps below:

  1. Click Settings > User Management > User Group, and then click CREATE USER GROUP.
  2. In the User Group Details page, enter group name, description, and select associated roles and projects from the drop-down list.
  3. Click ADD GROUP to create the user group. As a result, a new user group will be added in the User Group page.
  4. Click three dots of corresponding user group to perform the following:
    • View/Edit Details: to edit existing user group details and to add new user into the group.
    • Duplicate User Group: to duplicate the current user group into another user group.
    • Invite User to Group: to invite a new user to the group.
    • Delete: to delete the user group.