Roles and permission within Ebbot
A complete breakdown of permissions for the Owner, Admin, and Chat user roles.
📘 User Roles and Permissions Guide
Our platform uses three distinct user roles to manage access control, security, and team responsibilities. Understanding these roles is key to ensuring your team members have the correct permissions to perform their jobs effectively.
Roles at a Glance
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Owner: The highest permission level. This role has full "Edit" access to all features, including top-level security settings, data retention policies, and Advanced Bot Settings (timeouts, confidence levels, translations, and limits).
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Admin: A role for team leads or managers. Admins have "Edit" access to most operational features and can toggle the bot status (Active/Inactive). However, they cannot modify technical bot parameters like timeouts or translation settings.
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Chat user: The primary role for agents. This role is focused on handling conversations and has "Edit" access to the Live Chat. Access to other features is either "View" only or "No Access."
Permissions Matrix
This table breaks down the default permissions for each feature by user role.
| Feature | Owner | Admin | Chat user |
| Core Tools | |||
| Live chat (Agent workspace) | Edit | Edit | Edit |
| Dashboard (Analytics) | Edit | Edit | View* |
| AI Insights | Edit | Edit | View |
| EbbotGPT (Generative AI) | Edit | Edit | No Access |
| Scenarios (Bot flow builder) | Edit | Edit | No Access |
| Chat widget (Customer-facing icon) | Edit | Edit | No Access |
| Chat history | Edit | Edit | View** |
| Marketplace (Integrations) | View | View | View |
| Settings & Configuration | |||
| Administration | Edit | Edit | View*** |
| Bot Status (Active/Inactive Toggle) | Edit | Edit | No Access |
| Advanced Bot Settings (Timeouts, Limits, etc.) | Edit | No Access | No Access |
| Settings - Security - Identity Providers | Edit | No Access | No Access |
| Settings - Security - Data Retention | Edit | No Access | No Access |
Permission Details & Exceptions
Advanced Bot Settings (Owner Only)
To ensure stability in bot behavior, the technical configuration panel is restricted to the Owner role. The following settings cannot be changed by Admins:
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Timeouts: Chat timeout, In Queue timeout, Human timeout, Auto-Reset timeout.
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Limits: Chat limit, Max messages per minute.
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AI Logic: Confidence level.
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General: Trademark toggle, Disconnect logic, Conversation resets.
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Localization: Translations Enabled, Translation Provider, Timezone.
Chat User Exceptions (*)
The asterisks in the matrix refer to special conditions for the "Chat user" role:
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(*) Dashboard: Chat users have "View" access by default. However, an Owner or Admin can grant specific "Edit" permissions to a Chat user for individual dashboards.
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() Chat history:** Chat users can view and export chat history. Please note this export includes customer information but does not include the full chat message transcript.
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() Administration:* While "Chat users" have "View" access to the main Administration section, they can create and edit Quick Replies and Shortcuts for their own personal use.
Configuration Note:
If an Admin needs to change a timeout setting or enable translations, they must request this change from the account Owner.