User Roles and Responsibilities Guide

Setting up the right roles is all about giving your team exactly what they need to work. Omni24 helps in creating roles that match how your organization operates.

Navigate to the Roles and permissions section by:

• Clicking on the settings option from the dashboard menu
• Under My organization, click on Role. You can access all default roles and create your own

Account Owner:

• Has complete access and control over all platform features, settings, and configurations
• Can manage billing, subscriptions, and account-level changes
• Creates and manages other user roles, including administrators and agents

Admin:

• Has access to configure system settings and integrations
• Can view and manage reports, analytics, and performance metrics
• Creates and manages agent accounts and their permissions

Agent:

• Can handle live chat conversations and respond to customer inquiries
• Access to view and use assigned canned messages and knowledge base articles
• Can maintain their chat profile and availability status

Good to know: These three core roles are permanent fixtures; you can't delete them, but you can absolutely create new custom roles that fit your unique needs!

Add a New Role

Ready to build a role that fits your team perfectly? Navigate to Settings > Roles > Add to add new roles with permissions

Give your new role a clear name and description, then pick from these permission categories

Conversation Powers

• Create tickets - enable starting a new support ticket 
• Update conversations - permission to edit chat details and responses
• Delete conversations - can be able to remove chats permanently
• Move conversations - permission to transfer chats between folders

Knowledge Management

• Manage articles - permission to create and edit help center content
• Manage categories -The right to organize your knowledge base structure
• Customize docs - the right Update email template and formatting
• Docs reports - permission to access the help content report

Assets:

• Manage Assets: Rights to add, edit, and organize company assets
• Manage Custom field: Ability to create and modify custom fields for asset management
• Import Assets: Permission to bulk upload asset information
• Export Assets: Authority to download asset data from the system

Task:

• Manage Task: Rights to create, assign, and modify support tasks
• Manage Task Template: Ability to create and edit task templates
• Manage Task Automation: Permission to set up automated task workflows

Reports:

• Inbox report: Access to view and analyze inbox performance metrics
• Task Report: Ability to generate reports on task completion and efficiency
• Assets report: Permission to view asset utilization and management reports
• Export report: Authority to download various system reports

Channels:

• Manage Emails: Rights to configure email settings and integrations
• Manage Support Widget: Ability to customize and deploy support widgets
• Manage Facebook: Permission to integrate and manage Facebook messaging

Remember: Whatever permissions you choose apply to everyone assigned with that role, so think about what each team needs

Delete a Role

Need to remove a role from the list? Here's how to remove custom roles you no longer need:

• Go to Settings > Roles. 
• Find the role you want to remove 
• Click the delete button next to it

What's Next?

Let's set up the spaces where your team will do their best work.

• Everything about team inbox: Master your team inbox 
• Create your knowledge Base: Create helpful resources for customers and agents

​