In Akece, you can manage your team's access by creating custom roles, which define reusable sets of permissions. This makes it easier to assign or update permissions for multiple agents efficiently and in a centralized way.
Creating a New Custom Role
To create a custom role:
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Go to Settings → Custom Roles
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Click on Add Custom Role
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Fill out the following fields:
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Role Name
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Description that clearly explains the scope and limits of this role
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Specific permissions the role should include
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Click Save Custom Role to finish.
Assigning Roles to Team Members
To assign a custom role to an agent:
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Go to Settings → Agents
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Click Edit next to the desired team member
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In the Role field, choose the custom role from the dropdown menu
📌 Note: The agent must be linked to at least one inbox before you can assign a custom role.
- Click Save Changes to confirm.
Editing or Deleting Custom Roles
To edit a role:
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Navigate to Settings → Custom Roles
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Click Edit next to the role
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Update the name, description, or permissions as needed
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Click Save to apply changes
To delete a role:
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In the same section, click Delete next to the role
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Confirm the deletion when prompted
Overview of Available Permission Levels
Here are the permission levels you can use when building custom roles:
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Manage all conversations
Full access to all conversations in assigned inboxes. -
Manage unassigned and own conversations
Access to conversations assigned to the agent or currently unassigned. -
Manage participated conversations
Access only to conversations the agent has participated in or is assigned to. -
Manage contacts
Full access to view, edit, and manage contacts. -
Manage reports
Permission to view and interact with reports. -
Manage knowledge base
Access to create, edit, and manage Help Center articles.
You can combine these permissions to create custom roles that match the specific responsibilities of each team member.
Need help setting up roles and permissions? Contact us:
📩 [email protected] | 📱 @akece.ai