Administration

The Administration section serves as the system control center for platform governance, team organization, and interaction workflows. It enables workspace administrators to maintain secure access controls, streamline conversation routing, and enforce standardized data collection across all customer touchpoints.

This menu is divided into three primary management areas:

• Roles and permissions: Configure Role-Based Access Control (RBAC) to dictate exactly what features and data team members can access. Permissions are organized into intuitive functional groups, including Availability, Visibility, Closing, Transfer, Messages, Tags, and Administration. Each toggle includes an information icon (ℹ) with hover tooltips for quick reference. While default roles (such as Auditor, Supervisor, or Agent) come pre-configured, you can freely edit permissions to align with your organization's security policies.
• Groups: Organize agents into functional teams or departments based on skill set, language, shift schedules, or support tiers. Grouping team members ensures incoming customer interactions are efficiently routed to the correct agents and allows managers to track group-level performance metrics.
• Closure forms (Coming soon): Build customized wrap-up questionnaires that agents must complete prior to finalizing a conversation. These forms ensure your team consistently captures essential interaction outcomes, contact details, and resolution tags for improved reporting and analytics.