Possibility to manage rights per (human) agent
M
Margot Maas
Not only have support and admin agent, but distinguish per agent what he/she can do/see.
For example:
- we'd like to add 'only read' option for agents to only be able to see the conversations in the Inbox and settings of the Agent, but not to change anything.
- have specific agents only see conversations/settings of a specific Agent in stead of all agents.
Fleur Nouwens
Merged in a post:
User rights to block access to payment methods
T
Taco Piek
It would be nice to be able to block rights to watermelon users to see payments.
Next to support agents there might also be people that can have rights to edit AI Agent data or prompts, but not see payments and change plans.
Fleur Nouwens
Merged in a post:
Authorization options
M
Margot Maas
It is now only possible to choose administrator or support agent when adding an agent. We would like more options for giving authorizations, for example:
- administrator of a specific chatbot
- ability to read conversations but not make changes to chatbots
Fleur Nouwens
Merged in a post:
Control Conversation Access per AI Agent (User and Role Level)
M
Martijn Kort
You want to define which AI Agent(s) a support user can access within the Conversations dashboard. For example: a support user should be able to review and take over conversations from the commercial AI Agent, but not from the internal HR Agent.
Access should be configurable both per user and per role (e.g. support, admin). This ensures sensitive conversations stay protected and only the right people have visibility.
This feature enables scalable and secure access control, especially in setups with multiple teams or departments.
M
Margot Maas
Hi Fleur Nouwens, here's the answer to your questions:
- Currently, there are two flavors, namely almost all rights or only rights to your own live chat conversations. The permissions we need are:
- Administrator who can do anything, so create agents, change account settings, edit agents, etc.
- Editor of specific agents (so not immediately edit rights on all agents)
- Read rights to all chat conversations that the agents have (possibly further protect by giving read permissions per agent)
- We have agents for various purposes. This means that employees with different roles in our organization need a lot of rights because:
- employees want to see what conversations the agent has had, but do not have to make any further adjustments to the agent (s)
- employees responsible for one agent can also make adjustments to the other agent
- employees who make adjustments for one agent also have the rights to create more agents and change account settings
- Because we now have little variation in roles, there are employees with too many rights in Watermelon. This means that they can (unintentionally) make changes to agents, see more information than necessary, remove or create agents (unintentionally). These are all risks that we do not want to have, and are also required by law to minimize (BIO, NIS, AVG, etc.).
Fleur Nouwens
Hey Margot Maas, thanks for your feedback! Following up on this:
- What specific roles or permissions would you like to define for different agents?
- Are there any specific scenarios or use cases where these differentiated permissions would be particularly beneficial?
- How critical is this feature to your current operations and what impact would it have on your workflow?
M
Margot Maas
Hi Fleur,
- If I'm correct, these are our options:
- A support agent can view their own conversations.
- An administrator can view all conversations and manage all AI agents.
We need a rights group that can view all conversations, but not edit an AI agent.
We need a rights group that makes the management of AI agents more specific, so which AI agent can manage the employee.
- Someone who has a conversation with our chatbot and can't figure it out will contact us by phone. When this person refers to the conversation, it is nice if the KCC employee can read along. This requires administrator rights. However, that also immediately gives the entire KCC the rights to edit all AI agents. That is not desirable.
3.
The ability to read all conversations from the AI chatbot as a support agent/monitor all conversations and statistics without editing AI agents
Determining which AI agent an administrator can manage.
Fleur Nouwens
Great to hear your perspective, Margot Maas! I have a few more questions for you:
- What specific roles or permissions would you like to see added beyond 'beheerder' and 'support agent'?
- How important is it for your team to have the ability to read conversations without making changes?
- Are there any specific tasks or responsibilities that you feel are not covered by the current authorization options?
Fleur Nouwens
Merged in a post:
Authorization options
M
Margot Maas
It is now only possible to choose administrator or support agent when adding an agent. We would like more options for giving authorizations, for example:
- administrator of a specific chatbot
- ability to read conversations but not make changes to chatbots
Milou Wolsing
Merged in a post:
More user roles
T
Taco Piek
I want to create users that have more rights than an agent, for instance the rights to change chatbot personality and/or create chatbots without making them admin. And a separate role for finance so that not everyone can see and change the financial part of the chatbot tenant.
S
Simon Siahaya
It's a little bit on or off at the moment. If people need to do something, only the administrator role is useful. There is still a role for that, i.e. without rights to modify or create settings, design, channels and bots
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