> For the complete documentation index, see [llms.txt](https://docs.taqnyat.sa/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.taqnyat.sa/docs/readme/admin-setup/user-permissions.md). # User Permissions This page explains how user permissions affect what each LiveChat user can view, access, and manage. User permissions are configured from the **Portal** by the admin or authorized users. These permissions control the user’s access to LiveChat pages, actions, reports, archives, fast responses, and supervisor-level features. ### What are User Permissions? User permissions define what a user is allowed to do inside LiveChat. Depending on the permissions assigned, a user may be able to: * View and reply to conversations * Access archived conversations * Use or manage fast responses * View department conversations * Transfer chats between agents or departments * Access the Dashboard * Export reports or data * Receive automatically assigned chats Permissions help make sure each user has access only to the features they need for their role. ### Why Permissions are Important Permissions help teams control access and protect customer conversations. For example: * Agents may only need access to active chats and fast responses. * Supervisors may need access to department chats, transfers, archives, and Dashboard data. * Admins manage users, permissions, departments, templates, and settings from the Portal. This helps keep the workflow organized and improves accountability. ### Common Permission Areas LiveChat permissions may include several areas, such as: * Supervisor access * Dashboard access * Archive access * Auto Archive behavior * Fast Response permissions * Chat assignment method * Department access * Account status The available options may differ depending on the account setup and enabled services. ### Supervisor Permission The admin can choose whether a user is a supervisor. A supervisor may have wider access than a normal agent. Depending on the setup, supervisors may be able to: * View ongoing department conversations * Monitor agent activity * Leave internal notes for agents * Transfer chats from one agent to another * Transfer chats to another department * Transfer chats to themselves * Access the Dashboard, if Dashboard permission is enabled Supervisor access should be given only to users who need to monitor or manage team conversations. ### Dashboard Permission The admin can choose whether a supervisor can view the main Dashboard. This permission may appear as: ``` Enable LiveChat Supervisor to View the Main Dashboard ``` When this option is enabled, the supervisor can access the Dashboard inside LiveChat. The Dashboard may include: * Total number of conversations * Conversation statistics * LiveChat report export option * Evaluation results, if the evaluation service is activated If this option is not enabled, the user may not be able to view the Dashboard. ### Archive Access The admin can control whether the user can access archived conversations. Archive access may include options such as: * Show Conversation Archive * Hide Conversation Archive If Archive access is enabled, the user can view the **Archives** page and review closed conversations. If Archive access is hidden, the user will not see the Archives page. Archive access is useful for users who need to: * Review previous conversations * Search customer history * Export archived chats * Investigate complaints or escalations * Follow up on past cases ### Fast Response Permissions The admin can control what the user can do with fast responses. Fast response permissions may include: * **Use Only** * **Add Private Fast Responses** * **Add and Share Fast Responses** #### Use Only This allows the user to use predefined fast responses without creating new ones. This option is suitable for agents who only need to reply using approved saved responses. #### Add Private Fast Responses This allows the user to create fast responses for personal use. Private fast responses are usually visible only to the user who created them. #### Add and Share Fast Responses This allows the user to create fast responses and share them with others. Depending on the setup, the user may be able to share fast responses with: * All users * Specific users only This permission is useful for team leads or users responsible for preparing standard replies. ### Chat Assignment Permission The admin can configure how chats are assigned. Common assignment methods include: * Auto * Manual * Directed #### Auto Assignment With Auto Assignment, the system automatically assigns chats to online agents who have fewer than **5 open chats** in **My Chats**. If an agent already has 5 open chats, the system will not automatically assign additional chats to them. However, if the agent feels they can handle more chats, they can open a chat from the **Queue** and reply to it. The chat will then be assigned to them. A chat transferred by another agent or supervisor can still reach the agent even if they already have 5 or more open chats. #### Manual Assignment With Manual Assignment, chats remain in the **Queue** until an agent opens the chat and replies. Once the agent replies, the chat is assigned to them and moved to **My Chats**. #### Directed Assignment With Directed Assignment, conversations are routed directly to a specific agent based on the configuration. This is commonly used when: * A chatbot routes conversations to a specific user * A campaign is sent and one agent is assigned to handle replies from that campaign ### Account Status The admin can control whether a user account is active or not active. Common account statuses include: * Active * Not Active If the account is not active, the user may not be able to log in or use LiveChat. The admin should activate the account when the user is ready to start using LiveChat. ### Department Access The user’s assigned department may affect which conversations they can see, receive, or manage. Departments are useful when the account has multiple teams or chatbot flows that route conversations to specific departments. For example: * A chatbot can route a customer to the Sales department. * A supervisor can monitor conversations in their department. * A main department can receive chats first and transfer them to another department when needed. In simpler setups, where the company has only a few employees and does not need routing or escalation between teams, all agents can be added to the default department. ### Permission Examples by Role | Role | Common Access | | ---------- | ---------------------------------------------------------------------------------- | | Agent | Chats, assigned conversations, fast responses depending on permission | | Supervisor | Department conversations, transfers, internal notes, Dashboard if enabled | | Admin | User setup, permissions, departments, templates, and configuration from the Portal | The exact access may differ depending on the account setup. ### If a User Cannot Access a Page or Action If a user cannot access a specific page or action, the admin should review: * Account status * Department assignment * Supervisor setting * Dashboard permission * Archive permission * Fast response permission * Chat assignment configuration * Enabled services, such as chatbot or evaluation service Most access issues are related to permissions configured from the Portal. ### Important Notes User permissions are managed from the Portal. The LiveChat interface may look different from one user to another depending on permissions. A normal agent may only see the pages needed for daily chat handling. Supervisors may have wider access, but Dashboard access still needs to be enabled if required. Admins should review permissions regularly to make sure each user has the correct access. ### Best Practices When assigning permissions: * Give users only the access they need. * Enable supervisor access only for users who monitor or manage conversations. * Enable Dashboard access only for users who need reports or performance data. * Review Archive access based on the user’s role. * Choose fast response permissions carefully. * Keep department assignments clear and updated. * Deactivate users who no longer need access. * Review permissions when employees change roles. ### Next step After learning about user permissions, continue to the **Departments** page to understand how departments help organize and route conversations.