- Role-based access control (RBAC) for viewing conversations is a method of managing and restricting access to conversations within a system based on the roles of individual users. This can be configured by the admin based on the organization’s requirement and usecase. To configure this, navigate to Settings → Conversations → Conversation Access.
- There are 4 different configurations available:
- Conversation access - The admin can decide the conversation access for the Supervisor as well as agents
Agent access scope: Own Converstions, Team’s Conversations & All Conversations
Supervisor access scope: Team’s Conversations & All Conversations - Download views - The admin can enable or disable the option to download all/selected conversations from a view for both Supervisors and Agents.
- Download Conversations - The admin can enable or disable the ability for Supervisors and Agents to download details of a specific conversation.
- Download Call Recordings - The admin has the option to enable or disable the ability for Supervisors and Agents to download call recordings from the conversations.
- Conversation access - The admin can decide the conversation access for the Supervisor as well as agents
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