Documentation / Getting started
Roles and permissions
In short: Every user in aishaa has one role. From low to high these are Viewer, Agent, Team lead, Organisation admin and Account admin. Each role can do everything the roles below it can do. By default the role applies to the whole account; in an account with several organisations, a user can be given a different role per organisation.
Where to find this
An Account admin sees and changes roles via Account > Users, by opening a user. There you find the cards Account details (with Account-wide role), Roles per organisation, Organisation access and Access overview.
Who: everyone has a role, starting with Viewer. Only an Account admin can assign or change roles. Roles belong to the account; a user has the same role in every organisation they have access to, unless a different role has been set for a particular organisation.
A user’s detail page under Account > Users with the cards Account details (with Account-wide role), Roles per organisation, Organisation access and Access overview.
The five roles
The role names below are exactly the names you see in the aishaa drop-down lists.
| Role | Can do, on top of the role below |
|---|---|
| Viewer | View tickets, conversations and contacts. View To do (deciding is possible from Agent upwards). Read notices on the dashboard and in the ticket. Use the internal chat, including group conversations and the aishaa support conversation. |
| Agent | Handle tickets: send, edit or reject proposals from aishaa, write replies yourself, change the status, assign, add labels, write notes, snooze, merge and split, review spam. Handle items in To do: run or reject actions, answer requests and complete tasks. Run follow-up actions. Create and edit cases. |
| Team lead | View reports under Analytics and the Messages donut on the dashboard. Manage macros and knowledge documents. Give aishaa instructions via the personal aishaa conversation in Chat and via @aishaa in group conversations. Make a notice permanent. Create and send Bulk messages. Read the content of confidential items, such as a recorded call. |
| Organisation admin | Manage organisation settings (Organisation > General, Business hours, Plugins, View library, notices and the definitions of ticket actions). Manage channels (Channels: email, contact form senders, review email, WhatsApp, telephony; and Account > Incoming email rules). Manage AI settings: Intelligence (organisation information, approving changes, writing styles, notices, AI knowledge base, macros), Topics (What aishaa knows, Taxonomy explorer, Support groups) and, under Account, the organisation’s Workflows. An Organisation admin can view the Agents, Skills and Library. |
| Account admin | Invite users, manage roles and organisation access and remove users (Account > Users). Manage account settings (Account > Account settings), WhatsApp templates, external parties and Customer groups. Create, change and install agents, skills and library items, including an agent’s Trust block: turning Let it send by itself on or withdrawing it, and the Emergency stop. Create workflows for the whole account. Manage shared macros and knowledge documents for the whole account. Automatically has access to all organisations in the account. |
The role also determines what you see in the menu. For example, a Viewer sees no Analytics and no settings; a Team lead sees Analytics and Bulk messages, but no Account or Organisation group yet. You see those groups from the Organisation admin role upwards.
A Team lead may manage macros and knowledge documents, but those pages are in the menu under Organisation > Intelligence, which is only visible from the Organisation admin role upwards.
Account-wide role and role per organisation
Every user has an Account-wide role. This is the role that applies in all organisations the user has access to.
If the account has more than one organisation, the Roles per organisation card appears on the user’s detail page. For each organisation you choose:
| Option | Meaning |
|---|---|
| Follow account-wide role (default) | The user has the account-wide role in this organisation. |
| Viewer, Agent, Team lead or Organisation admin | The user has this role in this organisation, in addition to the account-wide role. The permissions of both roles are combined. |
The permissions of the account-wide role and the organisation role are added together. A user who is an Agent account-wide and an Organisation admin in one organisation can manage the settings in that one organisation and is simply an Agent in the other organisations. Conversely, you cannot give a user fewer permissions than the account-wide role by setting a different role per organisation.
The Account admin role can only be chosen account-wide, not per organisation. If you choose Account admin as a user’s account-wide role, all different roles per organisation lapse and the Roles per organisation card disappears.
In the user overview, a user with different roles shows the label Custom per organisation next to the account-wide role.
Organisation access
In addition to the role, Organisation access determines which organisations a user may work in. Each organisation has a tick box. Without a tick, the user sees nothing of that organisation: no tickets, no contacts, no settings.
- For an Account admin, the tick boxes are replaced by the text This role has access to every organisation in the account. An Account admin also automatically gets access to organisations that are added to the account later.
- If a user has no access anywhere, the page shows This user currently has no organisation access.
- The Access overview shows the role and the number of organisations the user has access to, as “(number) of (total)”.
When you invite a new user, that user automatically gets access to the organisation in which the invitation was made. You then add other organisations via the tick boxes.
What separates account and organisation management
Some settings apply to the whole account and are therefore only available to the Account admin: users, the account logo, the features, the default ticket tabs, the way of working, the policy for sensitive data and speech transcription, the spam filter, the expiry period of To do, WhatsApp templates, external parties, customer groups and the agents with their skills. An Organisation admin can see the account’s shared macros and knowledge documents, but only as read-only; new items that an Organisation admin creates apply only to their own organisation.
More about this: Account and organisation: what goes where.
Good to know
- Users cannot see or change their own role under My profile. If in doubt, ask your Account admin.
- The first user of a workspace (the person who created the workspace) is automatically an Account admin.
- There is no role that may only view reports. For Analytics you need at least the Team lead role.
- There is no “deactivated” user. If you want to remove someone’s access, you remove the user from the team; see Invite your team.
- A role change is saved immediately; there is no separate Save button. You see the confirmation User role is updated.
- In an account with one organisation, you do not see the Roles per organisation card; the distinction between account and organisation is deliberately hidden in that case.