Roles and permissions
User permissions let administrators control how people access the components of Live Chat, such as the Virtual Chat Administration Console.
As an administrator, you must categorize application users by roles and assign them to predefined active groups. You can assign application users to one of the active groups, depending on their role and the permissions required. Each of these groups have certain form permissions associated with them. Each permission group can access only certain areas of the application. A user can belong to multiple permission groups.
The following table gives information about the permission groups and the consoles and forms accessible to each group:
Permission group name | Role in Live Chat | Accessible consoles | Accessible forms |
|---|---|---|---|
ESChat Admin | Application administrators |
| |
ESChat Agent | Support agents who interact with self-help users | Agent console in BMC Helix ITSM: Smart IT Note: To access the agent console, agents must also have the IT Agent role in BMC Helix ITSM: Smart IT. | |
ESChat Alert Admin | People who need to create, modify, or delete service alerts, | Virtual Chat Administration Console | |
ESChat Supervisor | Help desk or support supervisors who might need to view, |
|