Manage Role and Permissions

The XO Platform provides role-based user access to features. As such, Roles designate the users’ permissions and access level. The Role Management section lets you create and customize permissions for each.

You can find the Users section on the left menu by going to Manage > Users > Role Management.

The Role Management Live Board

This section lets you create, search (by name), and manage user roles; and lists existing roles along with the following information:

1. Role Name: The name of the user role, available throughout XO Platform.
2. Actions: Let you edit or delete a role.
3. Description: A short description of the role.
4. Type: Lists the role type: System is assigned to default, preconfigured roles, while Custom is assigned to custom roles.
5. Last Update: Displays the date when the role was last updated.

Default Roles

The default roles available within the XO Platform as the following:

1. App Owner: Users assigned to the App Owner role have full access to and control over the app definition.
2. App Developer: Users assigned to the App Developer role have co-developer access.
3. App Tester: Users assigned to the App Tester role have read-only access to the app definition.
4. Supervisor: Users assigned to the Supervisor role have operations management access.
5. Agent: Users assigned to the Agent role can access the agent console and internal chat.

Default roles are uneditable and non-removable, and all permissions are fixed. See the Permissions section below for details on what permissions are assigned by default to each default role.

Permissions

The table below shows the permissions available within the XO Platform and their assignment to each user role. In the Custom Role column, you can see all available permissions that can be assigned to custom roles.

Note

The Monitor Console permission is restricted to the Queues that the user is assigned to.

APP OWNER

Automation
Tasks Create and manage dialog, action, alert, information, and flow tasks.	Full Access
Natural Language Manage natural language training data (utterances, patterns, synonyms etc.), configurations and thresholds.	Full Access
Knowledge Graph Manage knowledge collection and associated training (Questions, Alternate Questions, Synonyms, and Class)	Full Access
Testing Manage Batch Testing and Conversation Testing.	Full Access
Bot Developers Manage Bot Owners and co-developers of a bot.	Full Access
Bot Settings Manage General Settings, Language Management, Authorization Profiles, PII Settings, IVR Settings, Bot Variables, Bot Versions etc.	Full Access
Dashboard View and export dashboard data	Yes
Custom Dashboards Manage custom dashboards, widgets, and definitions	Full Access
Storyboard View and Create Scenes	Full Access
Bot Builder API Scopes Manage API Scopes for accessing various platform APIs.	Yes
Integrations & Extensions Manage BotKit, WebSDK, Agent Transfer, Actions, External NLU, etc.	Yes
Publish bot Raise request to publish the bot	Yes
Bot Analytics View and export bot Analytics	Yes
Bot Import Upgrade a bot by importing a new bot definition file or restoring a version	Yes
IntentDiscovery Manage Intent Discovery	Full Access
Use Case Management Create and manage FAQs and conversations	Full Access
Automations DashBoard Access to automation metrics in Dashboard	Yes
Automations Tab Access to the automations tab and XO Platform	Yes
Flows & Routing
Waiting Experience Create and manage waiting experiences	Full Access
Hours of Operation Create and manage hours of operation	Full Access
Queue Settings Create and manage queues	Full Access
Flow Management Create and manage experience flows	Full Access
Default Flows No ability to manage default flow properties	Full Access
Transfer Routing Rules Configure global transfer rules for chat/voice	Full Access
Agent Playbook - Configuration Manage the accessibility of agent playbook feature	Full Access
AgentAssist Settings Define AgentAssist Widgets accessibility to Agents	Full Access
Agent Coaching - Configuration Manage the accessibility of real-time coaching feature	Full Access
Service Level - Configuration Manage the accessibility of service level feature	Full Access
User Management
Agent Status Create and manage agent status types	Full Access
Agent Settings Modify global agent settings	Full Access
Skill Management Create and manage agent skills & skill groups	Full Access
Visibility of Captured Sentiment Manage the visibility of the customer's sentiment captured in the agent console	Yes
Agent Group Management Create and manage agent groups	Full Access
Change User Role Allow user roles to be modified	Yes
Agent & Supervisor Experience
Agent Desktop Console Access and use the agent desktop console	Yes
Widget Management Create and manage custom widgets	Full Access
Survey Management Create and manage surveys	Full Access
Disposition Management Create and manage dispositions	Full Access
Interactions Access to interactions in the Dashboard	Yes
Access to each agent's personal dashboard Define My Dashboard accessibility to Agents	No
Standard Responses Create and manage standard responses	Full Access
Internal Chat Chat internally with others in the account	Yes
Audio calls in messaging conversations Allow agents to add audio calls to a messaging interaction	Yes
Video calls in messaging conversations Allow agents to add video calls to a messaging interaction	Yes
Access to Agent metrics in the Dashboard Access to dashboard	Yes
Secure Form Management Create and manage secure forms	Full Access
Secure Form Data View View filled-out secure forms and data	Yes
Desktop Layout Creation Create custom desktop layouts in the console	Yes
Desktop Layout Publishing Publish custom layouts for account-wide use	Yes
Monitor Console Access to the monitor tab for live interactions	Yes
Reports Create, view, and run reports	Full Access
Join Conversation Allow user to join a conversation	Yes
Voice Campaigns Access to Voice campaigns under Campaigns module	Full Access
Proactive Web Campaigns Access to Proactive Web campaigns under Campaigns module	Full Access
SMS Campaigns Access to SMS campaigns under the Campaigns module	Full Access
Direct Outward Dialing Users can make direct outward calls	Yes
Queue Visibility and Access Decide which queues are available for access in the Monitor	All
Dashboard Content Whose interactions should he have access to	All
Outbound Email Make outbound emails if enabled for the account	Yes
System
Channel Management Manage communication channels	Full Access
Billing Manage account-level billing preferences	Full Access
API Manage API setup and configuration	Full Access
Language & Speech Control Manage ASR/TTS voice preferences	Full Access
WFM Configuration Management Can Manage WFM Configurations.	Yes
Other Modules
Answers Module Allow users to Access and Manage Answers Module	Yes
Campaign Module Allow users to Access and Manage the Campaigns Module	Yes
AgentAI Module Allow user to Access and Manage AgentAI Module	Yes
Auto QA Enable and Disable access for Auto QA	Full Access
Conversational Intelligence Configuration and view access to conversational Intelligence	Full Access
Evaluation Forms and Metrics Creation and edit access to evaluation forms and evaluation metrics	Full Access
Audit Allocation creation Access to create and assign interactions for audit to other users	Full Access
QA Functionalities Access Access to scored interactions, submit audits & QA dashboard	Full Access
Agent Scorecards & Attributes Access to agent scorecards & interactions	Full Access
Agent Dashboard Access to agent dashboard	No

APP DEVELOPER

Automation
Tasks Create and manage dialog, action, alert, information, and flow tasks.	Full Access
Natural Language Manage natural language training data (utterances, patterns, synonyms etc.), configurations and thresholds.	Full Access
Knowledge Graph Manage knowledge collection and associated training (Questions, Alternate Questions, Synonyms, and Class)	Full Access
Testing Manage Batch Testing and Conversation Testing.	Full Access
Bot Developers Manage Bot Owners and co-developers of a bot.	View
Bot Settings Manage General Settings, Language Management, Authorization Profiles, PII Settings, IVR Settings, Bot Variables, Bot Versions etc.	Full Access
Dashboard View and export dashboard data	Yes
Custom Dashboards Manage custom dashboards, widgets, and definitions	Full Access
Storyboard View and Create Scenes	Full Access
Bot Builder API Scopes Manage API Scopes for accessing various platform APIs.	Yes
Integrations & Extensions Manage BotKit, WebSDK, Agent Transfer, Actions, External NLU, etc.	Yes
Publish bot Raise request to publish the bot	Yes
Bot Analytics View and export bot Analytics	Yes
Bot Import Upgrade a bot by importing a new bot definition file or restoring a version	Yes
IntentDiscovery Manage Intent Discovery	Full Access
Use Case Management Create and manage FAQs and conversations	Full Access
Automations DashBoard Access to automation metrics in Dashboard	Yes
Automations Tab Access to the automations tab and XO Platform	Yes
Flows & Routing
Waiting Experience Create and manage waiting experiences	Full Access
Hours of Operation Create and manage hours of operation	Full Access
Queue Settings Create and manage queues	Full Access
Flow Management Create and manage experience flows	Full Access
Default Flows No ability to manage default flow properties	Full Access
Transfer Routing Rules Configure global transfer rules for chat/voice	Full Access
Agent Playbook - Configuration Manage the accessibility of agent playbook feature	Full Access
AgentAssist Settings Define AgentAssist Widgets accessibility to Agents	Full Access
Agent Coaching - Configuration Manage the accessibility of real-time coaching feature	Full Access
Service Level - Configuration Manage the accessibility of service level feature	Full Access
User Management
Agent Status Create and manage agent status types	Full Access
Agent Settings Modify global agent settings	Full Access
Skill Management Create and manage agent skills & skill groups	Full Access
Visibility of Captured Sentiment Manage the visibility of the customer's sentiment captured in the agent console	Yes
Agent Group Management Create and manage agent groups	Full Access
Change User Role Allow user roles to be modified	Yes
Agent & Supervisor Experience
Agent Desktop Console Access and use the agent desktop console	Yes
Widget Management Create and manage custom widgets	Full Access
Survey Management Create and manage surveys	Full Access
Disposition Management Create and manage dispositions	Full Access
Interactions Access to interactions in the Dashboard	Yes
Access to each agent's personal dashboard Define My Dashboard accessibility to Agents	No
Standard Responses Create and manage standard responses	Full Access
Internal Chat Chat internally with others in the account	Yes
Audio calls in messaging conversations Allow agents to add audio calls to a messaging interaction	Yes
Video calls in messaging conversations Allow agents to add video calls to a messaging interaction	Yes
Access to Agent metrics in the Dashboard Access to dashboard	Yes
Secure Form Management Create and manage secure forms	Full Access
Secure Form Data View View filled-out secure forms and data	Yes
Desktop Layout Creation Create custom desktop layouts in the console	Yes
Desktop Layout Publishing Publish custom layouts for account-wide use	Yes
Monitor Console Access to the monitor tab for live interactions	Yes
Reports Create, view, and run reports	Full Access
Join Conversation Allow user to join a conversation	Yes
Voice Campaigns Access to Voice campaigns under Campaigns module	Full Access
Proactive Web Campaigns Access to Proactive Web campaigns under Campaigns module	Full Access
SMS Campaigns Access to SMS campaigns under the Campaigns module	Full Access
Direct Outward Dialing Users can make direct outward calls	Yes
Queue Visibility and Access Decide which queues are available for access in the Monitor	All
Dashboard Content Whose interactions should he have access to	All
Outbound Email Make outbound emails if enabled for the account	Yes
System
Channel Management Manage communication channels	Full Access
Billing Manage account-level billing preferences	Full Access
API Manage API setup and configuration	Full Access
Language & Speech Control Manage ASR/TTS voice preferences	Full Access
WFM Configuration Management Can Manage WFM Configurations.	Yes
Other Modules
Answers Module Allow users to Access and Manage Answers Module	Yes
Campaign Module Allow users to Access and Manage the Campaigns Module	Yes
AgentAI Module Allow user to Access and Manage AgentAI Module	Yes
Auto QA Enable and Disable access for Auto QA	No
Conversational Intelligence Configuration and view access to conversational Intelligence	No
Evaluation Forms and Metrics Creation and edit access to evaluation forms and evaluation metrics	No
Audit Allocation creation Access to create and assign interactions for audit to other users	No
QA Functionalities access Access to scored interactions, submit audits & QA dashboard	No

APP TESTER

Automation
Tasks Create and manage dialog, action, alert, information, and flow tasks.	View
Natural Language Manage natural language training data (utterances, patterns, synonyms etc.), configurations and thresholds.	View
Knowledge Graph Manage knowledge collection and associated training (Questions, Alternate Questions, Synonyms, and Class)	View
Testing Manage Batch Testing and Conversation Testing.	View
Bot Developers Manage Bot Owners and co-developers of a bot.	View
Bot Settings Manage General Settings, Language Management, Authorization Profiles, PII Settings, IVR Settings, Bot Variables, Bot Versions etc.	No
Dashboard View and export dashboard data	Yes
Custom Dashboards Manage custom dashboards, widgets, and definitions	View
Storyboard View and Create Scenes	View
Bot Builder API Scopes Manage API Scopes for accessing various platform APIs.	No
Integrations & Extensions Manage BotKit, WebSDK, Agent Transfer, Actions, External NLU, etc.	No
Publish bot Raise request to publish the bot	No
Bot Analytics View and export bot Analytics	Yes
Bot Import Upgrade a bot by importing a new bot definition file or restoring a version	No
IntentDiscovery Manage Intent Discovery	Full Access
Use Case Management Create and manage FAQs and conversations	Full Access
Automations DashBoard Access to automation metrics in Dashboard	Yes
Automations Tab Access to the automations tab and XO Platform	Yes
Flows & Routing
Waiting Experience Create and manage waiting experiences	Full Access
Hours of Operation Create and manage hours of operation	Full Access
Queue Settings Create and manage queues	Full Access
Flow Management Create and manage experience flows	Full Access
Default Flows No ability to manage default flow properties	Full Access
Transfer Routing Rules Configure global transfer rules for chat/voice	Full Access
Agent Playbook - Configuration Manage the accessibility of agent playbook feature	Full Access
AgentAssist Settings Define AgentAssist Widgets accessibility to Agents	Full Access
Agent Coaching - Configuration Manage the accessibility of real-time coaching feature	Full Access
Service Level - Configuration Manage the accessibility of service level feature	Full Access
User Management
Agent Status Create and manage agent status types	Full Access
Agent Settings Modify global agent settings	Full Access
Skill Management Create and manage agent skills & skill groups	Full Access
Visibility of Captured Sentiment Manage the visibility of the customer's sentiment captured in the agent console	Yes
Agent Group Management Create and manage agent groups	Full Access
Change User Role Allow user roles to be modified	Yes
Agent & Supervisor Experience
Agent Desktop Console Access and use the agent desktop console	Yes
Widget Management Create and manage custom widgets	Full Access
Survey Management Create and manage surveys	Full Access
Disposition Management Create and manage dispositions	Full Access
Interactions Access to interactions in the Dashboard	Yes
Access to each agent's personal dashboard Define My Dashboard accessibility to Agents	No
Standard Responses Create and manage standard responses	Full Access
Internal Chat Chat internally with others in the account	Yes
Audio calls in messaging conversations Allow agents to add audio calls to a messaging interaction	Yes
Video calls in messaging conversations Allow agents to add video calls to a messaging interaction	Yes
Access to Agent metrics in the Dashboard Access to dashboard	Yes
Secure Form Management Create and manage secure forms	Full Access
Secure Form Data View View filled-out secure forms and data	Yes
Desktop Layout Creation Create custom desktop layouts in the console	Yes
Desktop Layout Publishing Publish custom layouts for account-wide use	Yes
Monitor Console Access to the monitor tab for live interactions	Yes
Reports Create, view, and run reports	Full Access
Join Conversation Allow user to join a conversation	Yes
Voice Campaigns Access to Voice campaigns under Campaigns module	None
Proactive Web Campaigns Access to Proactive Web campaigns under Campaigns module	None
SMS Campaigns Access to SMS campaigns under the Campaigns module	None
Direct Outward Dialing Users can make direct outward calls	Yes
Queue Visibility and Access Decide which queues are available for access in the Monitor	All
Dashboard Content Whose interactions should he have access to	All
Outbound Email Make outbound emails if enabled for the account	No
System
Channel Management Manage communication channels	Full Access
Billing Manage account-level billing preferences	Full Access
API Manage API setup and configuration	Full Access
Language & Speech Control Manage ASR/TTS voice preferences	Full Access
WFM Configuration Management Can Manage WFM Configurations.	Yes
Other Modules
Answers Module Allow users to Access and Manage Answers Module	Yes
Campaign Module Allow users to Access and Manage the Campaigns Module	No
AgentAI Module Allow user to Access and Manage AgentAI Module	Yes
Auto QA Enable and Disable access for Auto QA	No
Conversational Intelligence Configuration and view access to conversational Intelligence	No
Evaluation Forms and Metrics Creation and edit access to evaluation forms and evaluation metrics	No
Audit Allocation creation Access to create and assign interactions for audit to other users	No
QA Functionalities access Access to scored interactions, submit audits & QA dashboard	No	Yes
Agent Dashboard Access to agent dashboard	No

SUPERVISOR

Automation
Tasks Create and manage dialog, action, alert, information, and flow tasks.	No
Natural Language Manage natural language training data (utterances, patterns, synonyms etc.), configurations and thresholds.	No
Knowledge Graph Manage knowledge collection and associated training (Questions, Alternate Questions, Synonyms, and Class)	No
Testing Manage Batch Testing and Conversation Testing.	No
Bot Developers Manage Bot Owners and co-developers of a bot.	No
Bot Settings Manage General Settings, Language Management, Authorization Profiles, PII Settings, IVR Settings, Bot Variables, Bot Versions etc.	No
Dashboard View and export dashboard data	No
Custom Dashboards Manage custom dashboards, widgets, and definitions	No
Storyboard View and Create Scenes	No
Bot Builder API Scopes Manage API Scopes for accessing various platform APIs.	No
Integrations & Extensions Manage BotKit, WebSDK, Agent Transfer, Actions, External NLU, etc.	No
Publish bot Raise request to publish the bot	No
Bot Analytics View and export bot Analytics	No
Bot Import Upgrade a bot by importing a new bot definition file or restoring a version	No
IntentDiscovery Manage Intent Discovery	No
Use Case Management Create and manage FAQs and conversations	None
Automations DashBoard Access to automation metrics in Dashboard	Yes
Automations Tab Access to the automations tab and XO Platform	No
Flows & Routing
Waiting Experience Create and manage waiting experiences	None
Hours of Operation Create and manage hours of operation	None
Queue Settings Create and manage queues	Full Access
Flow Management Create and manage experience flows	None
Default Flows No ability to manage default flow properties	None
Transfer Routing Rules Configure global transfer rules for chat/voice	None
Agent Playbook - Configuration Manage the accessibility of agent playbook feature	None
AgentAssist Settings Define AgentAssist Widgets accessibility to Agents	None
Agent Coaching - Configuration Manage the accessibility of real-time coaching feature	None
Service Level - Configuration Manage the accessibility of service level feature	Full Access
User Management
Agent Status Create and manage agent status types	Full Access
Agent Settings Modify global agent settings	Full Access
Skill Management Create and manage agent skills & skill groups	Full Access
Visibility of Captured Sentiment Manage the visibility of the customer's sentiment captured in the agent console	Yes
Agent Group Management Create and manage agent groups	Full Access
Change User Role Allow user roles to be modified	Yes
Agent & Supervisor Experience
Agent Desktop Console Access and use the agent desktop console	Yes
Widget Management Create and manage custom widgets	Full Access
Survey Management Create and manage surveys	None
Disposition Management Create and manage dispositions	None
Interactions Access to interactions in the Dashboard	Yes
Access to each agent's personal dashboard Define My Dashboard accessibility to Agents	No
Standard Responses Create and manage standard responses	None
Internal Chat Chat internally with others in the account	Yes
Audio calls in messaging conversations Allow agents to add audio calls to a messaging interaction	Yes
Video calls in messaging conversations Allow agents to add video calls to a messaging interaction	Yes
Access to Agent metrics in the Dashboard Access to dashboard	Yes
Secure Form Management Create and manage secure forms	Full Access
Secure Form Data View View filled-out secure forms and data	Yes
Desktop Layout Creation Create custom desktop layouts in the console	Yes
Desktop Layout Publishing Publish custom layouts for account-wide use	Yes
Monitor Console Access to the monitor tab for live interactions	Yes
Reports Create, view, and run reports	Full Access
Join Conversation Allow user to join a conversation	Yes
Voice Campaigns Access to Voice campaigns under Campaigns module	Full Access
Proactive Web Campaigns Access to Proactive Web campaigns under Campaigns module	Full Access
SMS Campaigns Access to SMS campaigns under the Campaigns module	Full Access
Direct Outward Dialing Users can make direct outward calls	Yes
Queue Visibility and Access Decide which queues are available for access in the Monitor	Self
Dashboard Content Whose interactions should he have access to	All
Outbound Email Make outbound emails if enabled for the account	Yes
System
Channel Management Manage communication channels	None
Billing Manage account-level billing preferences	None
API Manage API setup and configuration	None
Language & Speech Control Manage ASR/TTS voice preferences	Full Access
WFM Configuration Management Can Manage WFM Configurations.	No
Other Modules
Answers Module Allow users to Access and Manage Answers Module	No
Campaign Module Allow users to Access and Manage the Campaigns Module	Yes
AgentAI Module Allow user to Access and Manage AgentAI Module	No
Auto QA Enable and Disable access for Auto QA	No
Conversational Intelligence Configuration and view access to conversational Intelligence	View
Evaluation Forms and Metrics Creation and edit access to evaluation forms and evaluation metrics	Full Access
Audit Allocation creation Access to create and assign interactions for audit to other users	Full Access
QA Functionalities access Access to scored interactions, submit audits & QA dashboard	Full Access
Agent Scorecards & Attributes Access to agent scorecards & interactions	Full Access
Agent Dashboard Access to agent dashboard	No

AGENT

Automation
Tasks Create and manage dialog, action, alert, information, and flow tasks.	No
Natural Language Manage natural language training data (utterances, patterns, synonyms etc.), configurations and thresholds.	No
Knowledge Graph Manage knowledge collection and associated training (Questions, Alternate Questions, Synonyms, and Class)	No
Testing Manage Batch Testing and Conversation Testing.	No
Bot Developers Manage Bot Owners and co-developers of a bot.	No
Bot Settings Manage General Settings, Language Management, Authorization Profiles, PII Settings, IVR Settings, Bot Variables, Bot Versions etc.	No
Dashboard View and export dashboard data	No
Custom Dashboards Manage custom dashboards, widgets, and definitions	No
Storyboard View and Create Scenes	No
Bot Builder API Scopes Manage API Scopes for accessing various platform APIs.	No
Integrations & Extensions Manage BotKit, WebSDK, Agent Transfer, Actions, External NLU, etc.	No
Publish bot Raise request to publish the bot	No
Bot Analytics View and export bot Analytics	No
Bot Import Upgrade a bot by importing a new bot definition file or restoring a version	No
IntentDiscovery Manage Intent Discovery	No
Use Case Management Create and manage FAQs and conversations	None
Automations DashBoard Access to automation metrics in Dashboard	No
Automations Tab Access to the automations tab and XO Platform	No
Flows & Routing
Waiting Experience Create and manage waiting experiences	None
Hours of Operation Create and manage hours of operation	None
Queue Settings Create and manage queues	None
Flow Management Create and manage experience flows	None
Default Flows No ability to manage default flow properties	None
Transfer Routing Rules Configure global transfer rules for chat/voice	None
Agent Playbook - Configuration Manage the accessibility of agent playbook feature	None
AgentAssist Settings Define AgentAssist Widgets accessibility to Agents	None
Agent Coaching - Configuration Manage the accessibility of real-time coaching feature	None
Service Level - Configuration Manage the accessibility of service level feature	None
User Management
Agent Status Create and manage agent status types	None
Agent Settings Modify global agent settings	None
Skill Management Create and manage agent skills & skill groups	None
Visibility of Captured Sentiment Manage the visibility of the customer's sentiment captured in the agent console	Yes
Agent Group Management Create and manage agent groups	None
Change User Role Allow user roles to be modified	No
Agent & Supervisor Experience
Agent Desktop Console Access and use the agent desktop console	Yes
Widget Management Create and manage custom widgets	None
Survey Management Create and manage surveys	None
Disposition Management Create and manage dispositions	None
Interactions Access to interactions in the Dashboard	Yes
Access to each agent's personal dashboard Define My Dashboard accessibility to Agents	Yes
Standard Responses Create and manage standard responses	None
Internal Chat Chat internally with others in the account	Yes
Audio calls in messaging conversations Allow agents to add audio calls to a messaging interaction	Yes
Video calls in messaging conversations Allow agents to add video calls to a messaging interaction	Yes
Access to Agent metrics in the Dashboard Access to dashboard	Yes
Secure Form Management Create and manage secure forms	None
Secure Form Data View View filled-out secure forms and data	No
Desktop Layout Creation Create custom desktop layouts in the console	No
Desktop Layout Publishing Publish custom layouts for account-wide use	No
Monitor Console Access to the monitor tab for live interactions	No
Reports Create, view, and run reports	None
Join Conversation Allow user to join a conversation	No
Voice Campaigns Access to Voice campaigns under Campaigns module	None
Proactive Web Campaigns Access to Proactive Web campaigns under Campaigns module	None
SMS Campaigns Access to SMS campaigns under the Campaigns module	None
Direct Outward Dialing Users can make direct outward calls	No
Queue Visibility and Access Decide which queues are available for access in the Monitor	None
Dashboard Content Whose interactions should he have access to	Own
Outbound Email Make outbound emails if enabled for the account	No
System
Channel Management Manage communication channels	None
Billing Manage account-level billing preferences	None
API Manage API setup and configuration	None
Language & Speech Control Manage ASR/TTS voice preferences	None
WFM Configuration Management Can Manage WFM Configurations.	No
Other Modules
Answers Module Allow users to Access and Manage Answers Module	No
Campaign Module Allow users to Access and Manage the Campaigns Module	No
AgentAI Module Allow user to Access and Manage AgentAI Module	No
Auto QA Enable and Disable access for Auto QA	No
Conversational Intelligence Configuration and view access to conversational Intelligence	No
Evaluation Forms and Metrics Creation and edit access to evaluation forms and evaluation metrics	No
Audit Allocation creation Access to create and assign interactions for audit to other users	No
QA Functionalities access Access to scored interactions, submit audits & QA dashboard	No
Agent Scorecards & Attributes Access to agent scorecards & interactions	No
Agent Dashboard Access to agent dashboard	Full

CUSTOM ROLE

Automation
Tasks Create and manage dialog, action, alert, information, and flow tasks.	Full Access View No
Natural Language Manage natural language training data (utterances, patterns, synonyms etc.), configurations and thresholds.	Full Access View No
Knowledge Graph Manage knowledge collection and associated training (Questions, Alternate Questions, Synonyms, and Class)	Full Access View No
Testing Manage Batch Testing and Conversation Testing.	Full Access View No
Bot Developers Manage Bot Owners and co-developers of a bot.	Full Access View No
Bot Settings Manage General Settings, Language Management, Authorization Profiles, PII Settings, IVR Settings, Bot Variables, Bot Versions etc.	Full Access View No
Dashboard View and export dashboard data	Yes No
Custom Dashboards Manage custom dashboards, widgets, and definitions	Full Access View No
Storyboard View and Create Scenes	Full Access View No
Bot Builder API Scopes Manage API Scopes for accessing various platform APIs.	Yes No
Integrations & Extensions Manage BotKit, WebSDK, Agent Transfer, Actions, External NLU, etc.	Yes No
Publish bot Raise request to publish the bot	Yes No
Bot Analytics View and export bot Analytics	Yes No
Bot Import Upgrade a bot by importing a new bot definition file or restoring a version	Yes No
IntentDiscovery Manage Intent Discovery	Full Access View No
Use Case Management Create and manage FAQs and conversations	View None Full Access
Automations DashBoard Access to automation metrics in Dashboard	Yes No
Automations Tab Access to the automations tab and XO Platform	Yes No
Flows & Routing
Waiting Experience Create and manage waiting experiences	View None Full Access
Hours of Operation Create and manage hours of operation	View None Full Access
Queue Settings Create and manage queues	View None Full Access
Flow Management Create and manage experience flows	View None Full Access
Default Flows No ability to manage default flow properties	View None Full Access
Transfer Routing Rules Configure global transfer rules for chat/voice	View None Full Access
Agent Playbook - Configuration Manage the accessibility of agent playbook feature	None Full Access
AgentAssist Settings Define AgentAssist Widgets accessibility to Agents	View None Full Access
Agent Coaching - Configuration Manage the accessibility of real-time coaching feature	View None Full Access
Service Level - Configuration Manage the accessibility of service level feature	View None Full Access
User Management
Agent Status Create and manage agent status types	View None Full Access
Agent Settings Modify global agent settings	View None Full Access
Skill Management Create and manage agent skills & skill groups	View None Full Access
Visibility of Captured Sentiment Manage the visibility of the customer's sentiment captured in the agent console	Yes No
Agent Group Management Create and manage agent groups	View None Full Access
Change User Role Allow user roles to be modified	Yes No
Agent & Supervisor Experience
Agent Desktop Console Access and use the agent desktop console	Yes No
Widget Management Create and manage custom widgets	View None Full Access
Survey Management Create and manage surveys	View None Full Access
Disposition Management Create and manage dispositions	View None Full Access
Interactions Access to interactions in the Dashboard	Yes No
Access to each agent's personal dashboard Define My Dashboard accessibility to Agents	Yes No
Standard Responses Create and manage standard responses	View None Full Access
Internal Chat Chat internally with others in the account	Yes No
Audio calls in messaging conversations Allow agents to add audio calls to a messaging interaction	Yes No
Video calls in messaging conversations Allow agents to add video calls to a messaging interaction	Yes No
Access to Agent metrics in the Dashboard Access to dashboard	Yes No
Secure Form Management Create and manage secure forms	View None Full Access
Secure Form Data View View filled-out secure forms and data	Yes No
Desktop Layout Creation Create custom desktop layouts in the console	Yes No
Desktop Layout Publishing Publish custom layouts for account-wide use	Yes No
Monitor Console Access to the monitor tab for live interactions	Yes No
Reports Create, view, and run reports	None View & Run Full Access
Join Conversation Allow user to join a conversation	Yes No
Voice Campaigns Access to Voice campaigns under Campaigns module	View None Full Access
Proactive Web Campaigns Access to Proactive Web campaigns under Campaigns module	View None Full Access
SMS Campaigns Access to SMS campaigns under the Campaigns module	View None Full Access
Direct Outward Dialing Users can make direct outward calls	Yes No
Queue Visibility and Access Decide which queues are available for access in the Monitor	All Self None
Dashboard Content Whose interactions should he have access to	Own All
Outbound Email Make outbound emails if enabled for the account	Yes No
System
Channel Management Manage communication channels	View None Full Access
Billing Manage account-level billing preferences	View None Full Access
API Manage API setup and configuration	View None Full Access
Language & Speech Control Manage ASR/TTS voice preferences	View None Full Access
WFM Configuration Management Can Manage WFM Configurations.	Yes No
Other Modules
Answers Module Allow users to Access and Manage Answers Module	Yes No
Campaign Module Allow users to Access and Manage the Campaigns Module	Yes No
AgentAI Module Allow user to Access and Manage AgentAI Module	Yes No
Auto QA Enable and Disable access for Auto QA	Full Access No
Conversational Intelligence Configuration and view access to conversational Intelligence	View Full Access No
Evaluation Forms and Metrics Creation and edit access to evaluation forms and evaluation metrics	Full Access View No
Audit Allocation creation Access to create and assign interactions for audit to other users	Full Access No
QA Functionalities access Access to scored interactions, submit audits & QA dashboard	Full Access No

Custom Roles

You can create custom user roles within the XO Platform to suit your business needs. Unlike the default ones, custom user roles let you assign preferred permissions. You can add, edit, and delete custom roles if you have the Role Management permission set to Yes.

Add a New Role

Steps to add a new role:

1. Click + New Role.
   

2. In the New Role window, fill out the following fields:

   1. Role Name: This name is assigned to the user role across XO Platform. For example, Experience Designer.
   2. Description: Add other information on the role, responsibilities, or access level.
   3. Permissions: Set the access permissions by selecting one of the available options within the dropdown next to each permission.
   4. Click Save.
      

Edit a Role

Steps to edit an existing role:

1. Click the Ellipsis icon (⋮) for the role you want to update and click Edit.

2. In the Edit Role window, make changes to the required fields and click Save.

Delete a Role

Steps to delete a custom role:

1. Click the Ellipsis icon (⋮) for the role you want to update and click Delete.
   

2. A confirmation message is displayed. Click Yes.
   

3. A confirmation message is displayed and the custom role is deleted.

   Notes

   • You cannot delete default roles (App Owner, App Developer, App Tester, Supervisor, and Agent).
   • You cannot restore deleted roles.