> 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/quickstart/user-roles-overview.md). # User Roles Overview This page explains the main user roles in LiveChat and how access may differ based on each role. LiveChat uses roles and permissions to control what each user can view, manage, and perform inside the platform. This helps teams organize responsibilities and protect customer conversations. ### Why user roles are important User roles help make sure that each team member has access only to the features they need. For example, an agent may only need to reply to assigned conversations, while a supervisor may need to monitor team activity, assign chats, and review reports. ### Main LiveChat Roles LiveChat commonly includes the following user roles: * Agent * Supervisor * Admin The available actions for each role may vary depending on the permissions configured by the admin. ### Agent An agent is the user responsible for handling customer conversations. Agents usually manage conversations assigned to them and reply to customers through WhatsApp or the website chat widget. #### What agents can usually do Depending on their permissions, agents may be able to: * View conversations assigned to them * Reply to customer messages * Send approved template messages * Use fast responses * Attach supported files * Open chats from the queue * Transfer conversations to another agent or department * Close or archive conversations #### When to use the Agent role Use the Agent role for team members who mainly communicate directly with customers, such as support representatives, sales agents, or operations team members. ### Supervisor A supervisor is responsible for monitoring team activity and managing conversations across a department or team. Supervisors usually have wider visibility than agents and may help organize workload between team members. #### What supervisors can usually do Depending on their permissions, supervisors may be able to: * View conversations assigned to their department * Monitor open and active conversations * View agent activity * Assign chats to agents * Transfer chats between agents or departments * Follow queue activity * Review reports or dashboard insights * Support agents when needed #### When to use the Supervisor role Use the Supervisor role for team leaders or managers who need to monitor conversations, support agents, and make sure customer messages are handled properly. ### Admin An admin is responsible for managing the LiveChat setup, users, permissions, departments, templates, and general configuration. Admins usually have the highest level of access because they can manage the main settings through the portal. #### What admins can usually do Depending on the system setup, admins may be able to: * Create and manage LiveChat users * Assign roles and permissions * Manage departments * Configure general LiveChat settings * Manage fast response permissions * Create and manage template messages through the portal * Control access to reports and dashboards * Review platform usage and team setup Admins are usually responsible for creating and managing template messages because they have access to the portal where templates are configured and submitted for approval. #### When to use the Admin role Use the Admin role for users responsible for system configuration, user management, template management, permissions, and overall LiveChat administration. ### Permissions may vary The actions available to each user may differ depending on the permissions assigned by the admin. For example, two users with the same role may not always have the exact same access if their permissions or departments are configured differently. If a user cannot access a specific page or action, the admin should review the user’s role, department, and permissions. ### Departments and Access LiveChat conversations can be organized by department to help route chats to the right team. By default, all new conversations are routed to the default department, which is created as department number 1. This department can be renamed based on the company’s setup. From the default department, conversations can be handled directly or transferred to another department when needed. Departments are commonly used in cases such as: * Having a chatbot that routes conversations directly to specific departments * Having a main team responsible for receiving chats first and escalating them to other departments * Organizing conversations between teams such as support, sales, operations, or customer service A user’s access may depend on the department assigned to their account. For example: * An agent may only see conversations assigned to them or conversations related to their department. * A supervisor may see open conversations within their assigned department. * An admin may manage multiple departments depending on their permissions. If a user cannot see conversations from a specific department, the admin should review the user’s department assignment and permissions. ### Role comparison | Role | Main Purpose | Common Access | | ---------- | ------------------------------------- | -------------------------------------------------- | | Agent | Handle customer conversations | Assigned chats, replies, templates, fast responses | | Supervisor | Monitor and manage team conversations | Department chats, queue, assignments, reports | | Admin | Manage setup and configuration | Users, roles, departments, settings, permissions | ### Next step After understanding the main user roles, continue to the **LiveChat Interface Overview** page to learn about the main screens and chat views inside LiveChat.