User Roles & Permissions
Converse provides role-based access control with two distinct user types, each with specific capabilities and access levels.
Role Overview
| Role | Primary Function | Access Level |
|---|---|---|
| Agent | Handle customer conversations | Limited - Own chats only |
| Supervisor | Monitor team performance | Extended - Team visibility |
Agent
Agents are frontline users who handle customer interactions across all supported channels.
Capabilities
- View and respond to assigned conversations
- Access customer contact information and history
- Use canned messages and templates
- Apply conversation tags and labels
- Transfer conversations to other agents or queues
- Set availability status (Available, Busy, Away, Offline)
Limitations
- Cannot view other agents' conversations
- Cannot access system configuration
- Cannot generate system-wide reports
Supervisor
Supervisors oversee agent teams and ensure service quality.
Capabilities
- All Agent capabilities
- View all conversations in assigned queues
- Monitor real-time agent status and performance
- Reassign conversations between agents
- View team-level statistics and metrics
- Access skill set assignments
Limitations
- Cannot modify system settings
- Cannot manage user accounts
- Limited report customization
Permission Matrix
| Feature | Agent | Supervisor |
|---|---|---|
| Handle conversations | ✓ | ✓ |
| View team conversations | - | ✓ |
| Real-time statistics | Limited | ✓ |
| Generate reports | - | Limited |
Best Practices
- Assign the minimum role required for each user's responsibilities
- Regularly review user access and remove inactive accounts
- Use Supervisor role for quality assurance teams