User Account Roles & Permissions – Talkative

Talkative offers different user roles to manage access and permissions within the platform. Each role has a specific set of capabilities, allowing you to tailor access based on individual responsibilities. Here's a breakdown of common user roles:

Application Permissions

The Talkative Platform has 4 user levels. Account Holder, Restricted Supervisor, Supervisor and Agent.

Account Holder accounts are used for deployment and top level settings of the system.

Restricted Supervisor is not commonly used, but can be useful for BPO environments where you might want to give an external user read-only access to interaction logs for audit purposes.

Supervisors have access to Analytics and can view interactions belonging to agents, however, unlike Account Holders, they cannot make any major changes to the company setup.

Agents have the least access to the system. The Agent permission allows users to login and receive incoming interactions, and some read access to Canned Messages and Tags for reference purposes.

Account Holders can change permissions of Agents and Supervisors. If you need to change a permission of a user, please do this within your company control panel.

Updating User Information:

It's crucial to keep your user information up-to-date, especially your email address. If you need to update your email address, here's how:

For standard accounts: Log into your account and navigate to your profile settings to edit your email address.

For accounts with SSO: Contact your internal IT team to update your email address in your Entra ID (formerly Azure Active Directory), or alternate SSO provider identity. You will need to log out and log back in for the changes to take effect.

Troubleshooting User Role Issues:

If you are experiencing restrictions in accessing certain sections of the platform due to incorrect user role assignment, follow these steps:

For standard accounts: Contact our support team, providing details of your current role and desired role.

For accounts with SSO: Contact your internal IT team to update your security group in Entra ID. Once updated, log out of Talkative and log back in.

User Account Permissions

Please see the table below to understand which types of users can perform which actions on the Talkative platform:

Permissions Role	Account Holder	Supervisor	Agent	Restricted Supervisor
View User Area	Yes	Yes
Create Users Access	Yes	Yes
Create Users With Restricted Supervisor Role	Yes
Create Users With Supervisor Role	Yes
Create Users With Agent Role	Yes	Yes
View Users Access	Yes	Yes
View Users With Supervisor Role	Yes
View Users With Restricted Supervisor Role	Yes
View Users With Agent Role	Yes	Yes
Update Users Access	Yes	Yes
Update Users With Supervisor Role	Yes
Update Users With Restricted Supervisor Role	Yes
Update Users With Agent Role	Yes	Yes
Send User Password Reset Link	Yes	Yes
Delete User Access	Yes	Yes
Delete Users With Supervisor Role	Yes
Delete Users With Restricted Supervisor Role	Yes
Delete Users With Agent Role	Yes	Yes
View Company Area	Yes	Yes
Update Company Area	Yes
Create User Distributor Config	Yes
View User Distributor Config	Yes
Update User Distributor Config	Yes
Delete User Distributor Config	Yes
View Timeout Message Area	Yes	Yes
Create Timeout Message	Yes	Yes
Update Timeout Message	Yes	Yes
Delete Timeout Message	Yes	Yes
Incident Area Access	Yes
Create Incident	Yes
View Incident	Yes
Update Incident	Yes
Delete Incident	Yes
Access To Queue Area	Yes	Yes
Create Queue	Yes	Yes
View Queue	Yes	Yes
Update Queue	Yes	Yes
Delete Queue	Yes
Access to File Area	Yes	Yes
Access To Interactions	Yes	Yes	Yes	Yes
Access To All Interactions	Yes	Yes		Yes
View Interactions	Yes	Yes		Yes
View Interactions Which Belong To Customer	Yes	Yes	Yes	Yes
Transfer Interaction	Yes	Yes	Yes	Yes
Transfer Any Interaction	Yes	Yes
Delete Interaction	Yes
Access Tags	Yes	Yes	Yes	Yes
Create Tags	Yes	Yes
View Tags	Yes	Yes
Update Tags	Yes	Yes
Hide Tags	Yes	Yes
Restore Tags	Yes	Yes
Delete Tags	Yes	Yes
Create SSO Service	Yes
View SSO Services	Yes
Update SSO Services	Yes
Delete SSO Services	Yes
Create SSO Domains	Yes
View SSO Domains	Yes
Update SSO Domains	Yes
Delete SSO Domains	Yes
Create Notifications	Yes	Yes
Access to Dialogflow Settings	Yes
Access to Salesforce API Settings	Yes
Access to Access List Settings	Yes
Access to Email Customisation Settings	Yes
Analytics Report Access	Yes	Yes
Create Analytics Reports	Yes
Update Analytics Reports	Yes
View Analytics Reports	Yes	Yes
Delete Analytics Reports	Yes
Access to Token Settings	Yes
Access to CRM Settings	Yes
Access to Chat Widget Settings	Yes
Access to Widget Config Settings	Yes
Access to Widget Rule Settings	Yes
Access to Interaction Data Signing Key	Yes
Access to Interaction Data Unsigned Fields	Yes
Access to Monitoring Index	Yes	Yes
Access to Service Config Area	Yes
Access to Facebook Service Config Area	Yes
Access to Twitter Service Config Area	Yes
View Facebook Service Config	Yes	Yes
View Twitter Service Config	Yes	Yes
Delete Service Config	Yes
Delete Facebook Service Config	Yes
Delete Twitter Service Config	Yes
Access to Messaging Config Area	Yes	Yes
Access to Dynamics Config Area	Yes
Access to Scheduled Interaction	Yes	Yes	Yes	Yes
Access to All Scheduled Interaction	Yes	Yes
Create Scheduled Interaction	Yes	Yes	Yes	Yes
Create All Scheduled Interaction	Yes	Yes
Update Scheduled Interaction	Yes	Yes	Yes	Yes
Update All Scheduled Interaction	Yes	Yes
Access to Widget Version Area	Yes
Access Groups	Yes	Yes
Create Groups	Yes	Yes
View Groups	Yes	Yes
Update Groups	Yes	Yes
Delete Groups	Yes
Access to Canned Messages	Yes	Yes	Yes	Yes
Create Canned Messages	Yes	Yes
View Canned Messages	Yes	Yes	Yes	Yes
Update Canned Messages	Yes	Yes
Delete Canned Messages	Yes	Yes
Can Use Firewall	Yes	Yes	Yes	Yes
Access To Archived Firewall Settings	Yes	Yes
Delete Firewall Settings	Yes
Access to Business Hours	Yes	Yes
Access Page Push	Yes	Yes	Yes	Yes
Create Page Push	Yes	Yes
View Page Push	Yes	Yes	Yes	Yes
Update Page Push	Yes	Yes
Delete Page Push	Yes	Yes
Access To Call Me Config	Yes
View Logs	Yes	Yes	Yes	Yes
Create Company Configs	Yes
Delete Company Configs	Yes