Profiles

Customize user permissions with profiles

At LivePerson we recognize that every brand is unique and employs an individual approach to managing their users.

To ensure that complex organizations have the flexibility to tailor user roles to the distinct way they run their business, the permissions feature within LivePerson provides brands with the opportunity to fully customize each of the four roles:

Agent
Agent manager
Campaign manager
Admin

Customized profiles

Brands are able to create profiles - customized permissions sets within roles. For example, within the Agent role, Senior Agent and Junior Agent profiles can be created, with permission sets enabled or disabled for each profile. For ease and usability, the Conversational Cloud creates a default permission set per role. Brands can customize these sets and also have the option to create new profiles that meet their specific structural business needs.

In addition to these configurable permission sets, there is a core set of permissions within each role that cannot be disabled. For the full list, refer to the tables below within each role (agent, agent manager, campaign manager & admins).

Multiple user roles

To ensure small and medium-sized businesses also have flexibility within their user management capabilities, users can now be assigned more than one role. For example, a manager who also takes chats can be assigned both ‘agent manager’ and ‘agent’ roles and a campaign manager who also manages users and takes care of account administration can be assigned both ‘campaign manager’ and ‘admin’ roles.

More control for agent managers

To further empower agent managers, there will be an additional option to grant this role limited user management permissions, including:

Create /edit users of agent and agent manager roles within their group’s structure
Create /edit agent groups within the group’s structure
Create /edit agent and agent manager’s profiles
Create /edit skills

➡️
Profiles and users can only be configured by admins and agent managers with special permissions.

To create or customize a profile:

In the user tab, select add profile. The edit profile screen will appear.
Select the role the profile will sit within: agent, agent manager, campaign manager, or admin.
Give the profile a name, e.g. senior agent manager, and add a description (optional).
The permissions assigned to the role will appear automatically enabled. Switch the toggles off to disable individual permissions.
To return the profile to the default permissions set, click restore defaults.
Save the profile.

To create a user and assign a profile:

1. On the 'users' list, click 'add user' at the bottom of the page.

2. Type in the user’s details.

Login name
Email address
User’s name
User’s nickname (this is the name that will be displayed to visitors in a chat)

3. Under assignment, select the profile(s) that apply to the user. Up to four profiles can be selected, but only one from within each role.

Steps 4 and 5 apply to users with an agent role profile only:

4. Set the maximum number of chats that the user can accept at any given moment. Consider your agent’s capabilities, the number of agents available, etc.

5. For visitors to be routed to the appropriate agent when they initiate a chat, assign the user a skill:

➡️
- Select a skill from the menu by clicking the skills field and selecting an existing skill, or

- Create a new skill by typing in the name of the skill in the skills field

6. Set a password. Click 'save'.

Agents who are not assigned to skills can only accept chats originated by engagements that are not assigned to skills.

Definitions, permission, and default states

A role defines the scope of the user’s work. Each role encompasses a unique set of permissions. Roles cannot be created or edited.

A profile is a set of permissions, derived from a Conversational Cloud role. Profiles can be created and edited.

The tables below list the permissions that can be configured per role, along with their definitions and default state.

Role: Agent

The following core permissions are included with the agent role and cannot be disabled:

The ability for an agent to change their name, password, regional settings, and so on
Ability to accept any chat or conversation request, within the agent’s maximum concurrency limit
View information about their individual performance

Agent permissions	Permission definition	Default State (role)
Join agents' conversations in a group	Join conversations handled by other agents in the group	Off
View agents' conversations in a group	View conversations handled by other agents in the group	Off
View list of agents in the group	View list of agents in the group	Off
Initiate CoBrowse view-only session, with scroll control	Invite consumers to join a CoBrowse session, with the ability to view their screen with scroll control	On
Initiate CoBrowse view-only session	Invite consumers to join a CoBrowse session, with the ability to view their screen	On
Initiate CoBrowse shared control session	Invite consumers to join a CoBrowse session, with the ability to control actions on their screen	On
View account support cases in Connection Area	This only applies to eligible customers as part of their CSO package	Off
Message LivePerson support	Message LivePerson support	On
Handle messaging conversations and view All Conversations list	Handle messaging conversations and view all resolved conversations handled by agents	On
View Connection Area	View Connection Area tab. See separate permissions for enabling the user to message LivePerson and/or open support cases	On
Handle messaging conversations	Handle messaging conversations	On
Set manual SLA for conversations	Set manual SLA for conversations	On
Transfer messaging conversations to an agent in "online" or "back soon" states	Transfer messaging conversations to a specific agent in "online" or "back soon" states	On
Access Conversational AI menu	Access Conversational AI menu	On
Transfer messaging conversations to an agent in an "offline" state	Transfer messaging conversations to a specific agent in an "offline" state	Off
Transfer messaging conversations to an agent in "away" state	Transfer messaging conversations to a specific agent in "away" state	Off
Use Third-Party Bots to manage external bot integrations	Use Third-Party Bots to manage external bot integrations	Off
Send files to consumers from the local file browser	Additional configuration may be required to enable file sharing; contact your account administrator	Off
Send files to consumers from custom widgets	Additional configuration may be required to enable file sharing; contact your account administrator	Off
Conversation Builder: Content User	Use Knowledge Base, Intent Analyzer, Intent Builder, and Bot Analytics	Off
Conversation Builder: Business User	Use Bot Analytics to view and download data	Off
Conversation Builder: Bot Status Access	Use Bots Status to create, deploy, and manage connectors for the entire organization	Off
Conversation Builder: Bot Builder	Use all Conversation Builder features with the exceptions of Bot Status and managing bot templates, accounts, and users	Off
Use enhanced agent workspace	This module will be visible in addition to the current Visitors module	Off
View all agent surveys for the current conversation	View all agent surveys for the current conversation	Off
Conversation Builder: Bot Builder Lite	Create and manage bots; no integrations, credentials, or export/import permissions	Off
Conversation Builder: Import/Export Manager	Users can only export/import bots and knowledge bases	Off
Conversation Builder: API Credentials Manager	Manage credentials for API and NLU integrations	Off
Use a secure form in a conversation	For brands that have enabled the secure forms feature, this permission allows the Agent to use the form in a conversation	Off
Initiate voice conversation	Invite consumer to join a voice conversation	On
Initiate live video conversation	Invite consumers to join a live video session	On
Create new support cases in Connection Area (for CSO only)	This only applies to eligible customers as part of their CSO package	Dependant on account
Update consumer profile via API	Use the Consumer Profile API to make edits to a consumer’s profile	Off
Conversation Builder: Release Creator	Create and delete versions	Off
Conversation Builder: Release Acceptor	Create versions and accept releases i.e. upgrade bots	Off

Role: Agent manager

The following core permissions are included with the agent manager role and cannot be disabled:

The ability for an Agent manager to change their name, password, regional settings, and so on
View the status of the chat queue for all Agents in the queue health dashboard
View detailed information about Agent performance and engagement activity in the Agent Manager BI dashboard

Agent Manager permissions	Permission definition	Default State (role)
Join agents' conversations within a group	Join conversations handled by other agents in their group or sub-group	On
View agents' conversations within group	View conversations handled by other agents in their group or sub-group	On
View Conversation History	View all conversations handled by agents in their group or sub-group	On
Handle messaging conversations and view All Conversations list	Handle messaging conversations and view all resolved conversations handled by agents	On
Handle messaging conversations	Handle messaging conversations	Dependant on account
View list of agents in the group	View list of agents in the group, as well as their login status and real-time KPIs	On
Manage settings in Night Vision overlay	Change configurations in Night Vision	On
View secure form responses in Conversation History	See the secure form results in Conversation History, once the form has been submitted and the conversation is closed	Dependant on account
Manage agent users in the group	Create, edit or delete users with an agent role in their group(s) or sub-group(s)	Off
Manage agent manager users in the group	Create, edit or delete users with an agent manager role in their group(s) or sub-group(s)	Off
Manage agent profiles in group	Create, edit or delete agent role profiles	Off
Manage agent manager profiles in group	Create, edit or delete agent manager role profiles	Off
Manage agent groups	Create, edit, restructure or delete their agent groups or sub-groups	Off
Manage skills	Create, edit or delete skills	Off
Export list of users in the group	Includes agent and agent manager users in the group(s) or sub-group(s) as well as the list of skills, profiles, groups, and sub-groups managed by agent managers	Off
Set manual SLA for conversations	Set manual SLA for conversations	On
View all reports in Analytics Builder	View all reports in Analytics Builder	On
Customize reports in Analytics Builder	Customize reports in Analytics Builder	Off
Share reports in Analytics Builder	Share reports in Analytics Builder	Off
View reports in Operational BI	View reports in Operational BI	On
View Connection Area	View Connection Area tab. See separate permissions for enabling the user to message LivePerson and/or open support cases	On
Message LivePerson support	Message LivePerson support	On
View account support cases in Connection Area	This only applies to eligible customers as part of their CSO package	Off
Create new support cases in Connection Area (for CSO only)	This only applies to eligible customers as part of their CSO package	Dependant on account
Update consumer profile via API	Use the Consumer Profile API to make edits to a consumer’s profile	Off
Define working hours for messaging in Shift Scheduler	Define working hours for messaging in Shift Scheduler	On
Request customer data deletion via API	Request customer data deletion via API	Off
Assign workdays and special occasions	Assign workdays and special occasions	Off
Access Conversational AI menu	Access Conversational AI menu	On
Transfer messaging conversations to an agent in "online" or "back soon" states	Transfer messaging conversations to a specific agent in "online" or "back soon" states	On
Transfer messaging conversations to an agent in an "offline" state	Transfer messaging conversations to a specific agent in an "offline" state	Off
Transfer messaging conversations to an agent in "away" state	Transfer messaging conversations to a specific agent in "away" state	On
Use Third-Party Bots to manage external bot integrations	Use Third-Party Bots to manage external bot integrations	On
Send files to consumers from the local file browser	Additional configuration may be required to enable file sharing; contact your account administrator	Dependant on account
Send files to consumers from custom widgets	Additional configuration may be required to enable file sharing; contact your account administrator	Off
Conversation Builder: Content User	Use Knowledge Base, Intent Analyzer, Intent Builder, and Bot Analytics	Off
Conversation Builder: Business User	Use Bot Analytics to view and download data	Off
Conversation Builder: Bot Status Access	Use Bots Status to create, deploy, and manage connectors for the entire organization	Dependant on account
Conversation Builder: Bot Builder	Similar to Administrator, without the ability to manage users in Conversation Builder or access Bot Status	Off
Use enhanced agent workspace	This module will be visible in addition to the current Visitors module	Yes (depending on which workspace they are using)
View agent manager workspace	Track real-time shift management KPIs, view agent lists for groups and subgroups and view all open and resolved conversations handled by agents	Off
View all agent surveys for the current conversation	View all agent surveys for the current conversation	On
Submit messaging agent survey	Submit messaging agent survey	Off
Conversation Builder: API Credentials Manager	Users can only manage credentials for API and NLU integrations. Whenever you assign this permission, also assign Bot Builder Lite and API Developer	Off
Conversation Builder: Bot Builder Lite	A lite version of Bot Builder. No ability to create and work with integrations, create and work with credentials, or export and import bots	Off
Conversation Builder: Import/Export Manager	Users can only export/import bots and knowledge bases. Can be added to Bot Builder Lite	Off
Conversation Builder: API Developer	Users can only create and manage integrations. Can be added to Bot Builder Lite	Off
Conversation Builder: Release Creator	Create and delete versions	Off
Conversation Builder: Release Acceptor	Create versions and accept releases i.e. upgrade bots	Off
Data Transporter: access enabled	User can access Data Transporter Note - this is prerequisite to all other settings	Off
Data Transporter: manage account settings	User can edit Data Transporter Account settings Refers to DT account level settings: Settings: General Settings: File Formatting Settings: Metadata Header	Off
Data Transporter: view and download history	User can view and download historical reports	Off
Data Transporter: manage destinations	User can create, update, and delete destinations	Off
Data Transporter: manage data sources	User can create, update, and delete data sources	Off
Data Transporter: manage tasks	User can create, update, and delete tasks	Off

Role: Campaign manager

The following core permissions are included with the campaign manager role and cannot be disabled:

The ability for a Campaign Manager to change their name, password, regional settings, and so on
View all Campaigns in the Campaign Builder
View all visitors in the Agent Workspace
View a snapshot of the performance of all your account’s Campaigns in the Campaigns Dashboard
View detailed information on the performance of all your account’s Campaigns in the Campaign Manager BI dashboard

Campaign Manager permissions	Permission definition	The default state (role)
Manage campaigns	Create and edit campaigns	On
Publish campaigns	Publish campaigns	On
Manage predefined content	Add and edit Predefined Content in the Agent Workspace	On
Manage automatic messages	Add and edit Automatic Messages in the Agent Workspace	On
Manage engagement attributes	Add and edit Engagement Attributes used in Campaign Builder	On
Import/export predefined content to/from Conversational Cloud	Import/export predefined content to/from Conversational Cloud	On
Export predefined content from Conversational Cloud	Export predefined content from Conversational Cloud	On
View API keys	View API keys	On
Configure conversation sources	Configure conversation sources	On
Edit skills and configure default survey for skill change	Edit skills and configure default survey for skill change	On
Configure authentication server	Configure authentication server	On
View all reports in Analytics Builder	View all reports in Analytics Builder	On
Customize reports in Analytics Builder	Customize reports in Analytics Builder	Off
Share reports in Analytics Builder	Share reports with other account users by saving them in the "My Account" folder	Off
View reports in Operational BI	View reports in Operational BI	Off
View reports in Campaign BI	View reports in Campaign BI	On
View Connection Area	View Connection Area tab. See separate permissions for enabling the user to message LivePerson and/or open support cases	On
Message LivePerson support	Message LivePerson support	On
View account support cases in Connection Area	This only applies to eligible customers as part of their CSO package	Off
Create new support cases in Connection Area (for CSO only)	This only applies to eligible customers as part of their CSO package.	Dependant on account
Conversation Builder: Content User	Use Knowledge Base, Intent Analyzer, Intent Builder, and Bot Analytics	Off
Conversation Builder: Business User	Use Bot Analytics to view and download data	Off
Conversation Builder: Bot Status Access	Use Bots Status to create, deploy, and manage connectors for the entire organization	Off
Conversation Builder: Bot Builder	Similar to Administrator, without the ability to manage users in Conversation Builder or access Bot Status	Off
Conversation Builder: API Credentials Manager	Users can only manage credentials for API and NLU integrations. Whenever you assign this permission, also assign Bot Builder Lite and API Developer	Off
Conversation Builder: Bot Builder Lite	A lite version of Bot Builder. No ability to create and work with integrations, create and work with credentials, or export and import bots	Off
Conversation Builder: Import/Export Manager	Users can only export/import bots and knowledge bases. Can be added to Bot Builder Lite	Off
Conversation Builder: API Developer	Users can only create and manage integrations. Can be added to Bot Builder Lite	Off
Configure Schedule and Special Occasion library items	Configure Schedule and Special Occasion library items	Off
Access Conversational AI menu	Access Conversational AI menu	On
Use Third-Party Bots to manage external bot integrations	Use Third-Party Bots to manage external bot integrations	Off
Conversation Builder: Release Creator	Create and delete versions	Off
Conversation Builder: Release Acceptor	Create versions and accept releases i.e. upgrade bots	Off
Data Transporter: access enabled	User can access Data Transporter Note - this is prerequisite to all other settings	Off
Data Transporter: manage account settings	User can edit Data Transporter Account settings Refers to DT account level settings: Settings: General Settings: File Formatting Settings: Metadata Header	Off
Data Transporter: view and download history	User can view and download historical reports	Off
Data Transporter: manage destinations	User can create, update, and delete destinations	Off
Data Transporter: manage data sources	User can create, update, and delete data sources	Off
Data Transporter: manage tasks	User can create, update, and delete tasks	Off

Role: Admin

The following core permissions are included with the Admin role and cannot be disabled:

Ability to change their name, password, regional settings, and so on
View all campaigns in the Campaign Builder
View all visitors in the Agent Workspace
View a snapshot of the performance of all your account’s campaigns in the campaigns dashboard
View detailed information on the performance of all your account’s campaigns in the campaign manager BI dashboard
Ability to configure the authentication server
Ability to configure monitored domains
View the web tag page
View, Customize and share reports in Analytics Builder.

Admin permissions	Permission definition	The default state (role)
Manage users and roles	Create, edit, and delete users and their roles	On
Manage profiles	Create, edit, and delete profiles, including customizing their permissions	On
Manage skills	Create, edit, and delete skills	On
Manage agent groups	Create, edit, restructure and delete agent groups	On
Manage API keys	Create, manage, and integrate API keys	On
Manage settings in Night Vision overlay	Change configurations in Night Vision	On
Manage Lines of Business	Create, edit, and delete Lines of Business	On
View account billing details and invoices	View account billing details and invoices	On
View support cases in Connection Area	This only applies to eligible customers as part of their CSO package	Off
View and export audit trail	View export and audit trail	On
Message LivePerson support in Connection Area	Message LivePerson support in Connection Area	On
Create new support cases in Connection Area (for CSO only)	This only applies to eligible customers as part of their CSO package	On
Define working hours in Shift Scheduler	Define your account's working hours for messaging in Shift Scheduler	On
Assign workdays and special occasions	Assign workdays and special occasions	On
Access Conversational AI menu	Access Conversational AI menu	On
Use Third-Party Bots to manage external bot integrations	Use Third-Party Bots to manage external bot integrations	On
Functions: Invocation	Invoke lambdas (for external systems)	On
Functions: Administrator	Manage whitelist and secrets; read-only access to lambdas	On
Functions: Developer	Manage lambdas; read-only access to whitelist and secrets	On
Conversation Builder: Administrator	Use all Conversation Builder features with the exceptions of Bot Status and managing bot templates	On
Conversation Builder: Content User	Use Knowledge Base, Intent Analyzer, Intent Builder, and Bot Analytics	On
Conversation Builder: Business User	Use Bot Analytics to view and download data	On
Conversation Builder: Bot Status	Access Use Bots Status to create, deploy, and manage connectors for the entire organization	On
Conversation Builder: Bot Builder	Similar to Administrator, without the ability to manage users in Conversation Builder or access Bot Status	On
Manage agent survey questions, timeout, and skills	Manage agent survey questions, timeout, and skills	On
Conversation Builder: API Credentials	Manager Users can only manage credentials for API and NLU integrations. Whenever you assign this permission, also assign Bot Builder Lite and API Developer.	Off
Conversation Builder: Bot Builder Lite	A lite version of Bot Builder. No ability to create and work with integrations, create and work with credentials, or export and import bots	Off
Conversation Builder: Import/Export Manager	Users can only export/import bots and knowledge bases. Can be added to Bot Builder Lite	Off
Conversation Builder: API Developer	Users can only create and manage integrations. Can be added to Bot Builder Lite	Off
View Connection Area	View Connection Area tab. See separate permissions for enabling the user to message LivePerson and/or open support cases	On
Conversation Builder: Release Creator	Create and delete versions	Off
Conversation Builder: Release Acceptor	Create versions and accept releases i.e. upgrade bots	Off
Data Transporter: access enabled	User can access Data Transporter Note - this is prerequisite to all other settings	On
Data Transporter: manage account settings	User can edit Data Transporter Account settings Refers to DT account level settings: Settings: General Settings: File Formatting Settings: Metadata Header	On
Data Transporter: view and download history	User can view and download historical reports	On
Data Transporter: manage destinations	User can create, update, and delete destinations	On
Data Transporter: manage data sources	User can create, update, and delete data sources	On
Data Transporter: manage tasks	User can create, update, and delete tasks	On

Visuals

See screenshots below as examples of permissions for the different roles: