Prod/ Staging
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Roles
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SUmmary
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Who
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Agentes
Limited to watching the queue and the current and past coventation.
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Supervisors
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Global stats
Close all open conversation
See previous conversation
See queue
Claudia, Carlos Palma
Dev (read only)
Moses, Chance, John
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Country Admin
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Add user/ agents
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Claudia, Carlos Palma, Ricardo Lujan
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Super admin
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Roles and permissions allows a workspace administrator to manage access to features. RocketChat allows the administrator to create and assign roles to control user actions and access levels withint the workspace.
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Default Roles
A role is a set of permissions or privilages that are assigned to a user. So users are not allowed to access to features they are not supposed to use.
RocketChat already has default roles that can be assigned to users right away:
Role | Description |
|---|---|
user | The user role is the most common in Rocket.Chat. It serves as a standard role for all members of a Rocket.Chat workspace. Users can join rooms, send messages, upload files, and participate in all forms of communication. |
bot | Bots are automated users that can be programmed to perform specific tasks, such as sending messages, answering questions, and triggering notifications. |
guest | Guest users have limited access to your Rocket.Chat workspace. They can only participate in rooms they belong to. |
anonymous | Unauthenticated visitors on your Rocket.Chat workspace. Anonymous users do not have a specified username. |
app | Automated users that are used by Rocket.Chat Apps from the Rocket.Chat Marketplace |
Owner | A room owner is a user designated as the owner of a specific room. The room owner can manage the channel, including controlling access to joining the channel, editing channel settings, and managing messages within the channel. |
Leader | A room leader gets pinned on the top of a channel and can receive 1:1 messages from other channel users. |
Moderator | Moderators can manage messages, delete messages, and ban users from a specific channel. |
auditor | It allows a user to view and audit all messages within the workspace. Users with the |
auditor-log | The |
RocketChat also has default roles for Omnichannel feature. Omnichannel feature allows RocketChat to connect with costumers from external channels (Facebook, Whatsapp, etc):
Role | Description |
|---|---|
Livechat Agent | LiveChat Agents handle visitors' inquiries and support requests through Omnichannel Live Chat. |
Livechat Manager | LiveChat Managers can manage Livechat Agents and all other Omnichannel features. |
livechat-monitor | Users with the |
Previous tables are directly extracted from RocketChat documentation.
LAC Roles
As mentioned before, RocketChat has default ready to go roles that can be assigned to users right away. However, new RocketChat roles were created to match specific user requirements:
Roles | Description |
|---|---|
General Agent | The General Agent role allows a user to ONLY view and take any Queued Chat in Omnichannel section. The General Agent user needs to be assigned to a department and the user will only be allowed to see those deparment queued chats. |
Agents Supervisor | An Agents Supervisor user is capable to use some Omnichannel features related to analytics:
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Agents Admin | This Agents Admin allows a user to:
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The roles described in the table of LAC Roles has segregated permission to work as a stand alone role in RocketChat. This allows the administrator to combine these roles to achieve the requirements needed:
Examples
Lets say that the administrator wants to create a supervisor that can also take chats from the omnichannel queue list:
General Agent + Agents Supervisor
Now, the administrator wants to create a user that can take chats from omnichannel queue list, but this user needs to create users and assign users to departments:
General Agent + Agents Admin
Finally, the administrator wants to create a user that is allowed to see how the conversations are going on, and also this user needs to create users but not allowed to take costumer chats:
Agents Supervisor + Agents Admin
The administrator can assign roles based on the features the new user is allowed to use. Separating the roles this way allows the administrator to manage better the users permissions.