Team Collaboration
Role-Based Multi-User Workspaces
This feature provides Multi-user workspaces with role-based permissions, ensuring that teams can manage customer conversations efficiently with clear access control and Real-time collaboration.
Granular Role-Based Access Control (RBAC)
Provides Multi-user workspaces with role-based permissions, ensuring that every team member has the precise access level required for their duties, which is critical for security and data integrity.
Standardized User Role Structure
Defines clear access levels through Roles, including Owner, Admin, Agent, and Viewer, to quickly categorize team members based on their responsibilities and permissions.
Efficient Conversation Routing & Management
Enables smooth service operations through Conversation assignment and team management. This allows for rapid allocation of customer interactions to the correct specialist or available agent.
Synchronous Team Workflow
Facilitates Real-time collaboration within the workspace, ensuring team members are always synchronized on conversation status and customer context, reducing communication gaps.
Secure Member Onboarding
Manages new user access via Team member invitations, which use a 7-day token expiry to ensure a secure and controlled onboarding process.
Comprehensive Access Definition
Outlines all access controls via a definitive Permission matrix, providing transparent documentation of which roles have access to specific features and data.
Owner: Full Feature & Workspace Control
The Owner role provides Full access to all features, including the ability to manage the workspace and delegate administrative rights.
Admin: Operational Access & Management
The Admin role provides Full access except workspace ownership, enabling them to manage users, settings, and features crucial for day-to-day operations.
Agent: Core Customer Interaction Rights
Agents are empowered to Send messages, assign to self, and manage contacts, focusing solely on direct customer support and service delivery.
Viewer: Insights and Monitoring Only
The Viewer role provides Read-only access to the inbox and analytics, ideal for supervisors or stakeholders who need to monitor performance without modifying data or sending messages.
Simplified User Lifecycle Management
Supports streamlined Team member management, enabling administrators to easily add, modify, or deactivate user accounts as team structure changes.
Flexible Role Provisioning
Allows for easy Role assignment and updates, providing the flexibility to change a team member's access level quickly as their responsibilities evolve.
Who can benefit?
This feature is crucial for operational managers, human resources, and business leaders focused on security, efficiency, and scaling their customer service teams.
Operations & Contact Center Managers
They can efficiently assign customer inquiries using efficient conversation routing & management. They rely on synchronous teamwork flow to ensure agents are collaborating in real-time and that conversations are handled without delays or duplicate work.
IT Administrators & Security Officers
They maintain strict access controls using granular role-based access control (RBAC) and the comprehensive access definition (Permission matrix). This ensures that sensitive data is only accessed by those with the necessary permissions, providing secure and auditable multi-user workspaces
Human Resources & Team Leads
They manage the full user lifecycle efficiently via a simplified user lifecycle management. They can quickly onboard new hires using secure member onboarding and manage employee transitions using flexible role provisioning and updates.
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