Help Center

Detailed Overview of the Available Permissions in Custom User Roles

Last Updated: Jun 23, 2017 10:32AM EDT
With CX Social it is possible to create different, custom user roles when you go to Account Settings > Users > Users Roles. When you want to set up a new custom user role there are a lot of permissions you can guarantee a user, or not. This article gives you a clear overview of every permission. 
 


More information about the permissions:
 
 

Dashboards


View custom dashboards:
The user is able to see the dashboards that were added when you click on the home button and that are viewable underneath the “My Dashboards tab”.

Add, edit and delete custom dashboards:
The user is able to click on the plus sign next to My Dashboards and create a new customized dashboard. He is also able to edit existing dashboards by clicking the cogwheel in the top left corner of the dashboard. The user can also decide to delete existing dashboards. 

 

Inbox


View CX Social Inbox:
The user is able to see and click on the Inbox tab in the CX Social app. Which Inbox this should be and which topics he or she can see will have to be defined further in the user role by selecting the right projects and topics.

Resolve / reopen mentions:
The user is allowed to tick on the square next to a certain mention and that way resolving the mention and relocating it to the All Mentions tab. The user is also allowed to reopen the mentions by not ticking off the mentions in the all mentions folder.

Assign mentions to team members: 
The user is able to assign mentions in the inbox to other members by hovering over and clicking on the assign icon in the mention option bar for every individual mention. There is also the possibility to use the assign mention(s) to tab by clicking on the tools button on the top of an Inbox.

Edit a mention’s tags:
The user is able to add to and delete tags from a mention in the Inbox. He is able to do to this by clicking on the plus tag sign underneath every individual mention in the visible Inboxes.

Edit the sentiment of mentions:
The user is able to change the automated sentiment that was given to a mention in the Inbox. He is able to do to this by clicking on the smiley underneath every individual mention in the visible Inboxes.

Edit properties of mentions (country, category, language):
The user is able to access the “Edit Mention” button in the Inbox by clicking on the downwards-directed arrow next to the Filter Field. After clicking this button he can change the language, country, category and the type of the mentions.

Add notes to mentions:
The user is able to access the “Add Note” button in the Reply Bar of the Inbox. After clicking this button he can add any note he likes to the mention.

Delete mentions from topics:
The user is able to access the “Delete Mention from CX Social” button in the Inbox by clicking on the thee dots icon in the mentions’ option bar. After clicking this button the mention will forever be deleted from our service.

Delete original messages on service:
The user is able to access the “Delete Message from Service” button in the Inbox by clicking on the thee dots icon in the mentions’ option bar. After clicking this button the message will forever be deleted from the native service. 

View contact information:
The user is able to access the contact sheet for every individual mentions by clicking on the Contact Details icon in the Contact Bar.  

Add, edit and delete contact information:
After opening the contact information sheet from a mention the user will be able, next to reading the information, to add more info, edit the existing info or delete information from the sheet.

Add, edit and delete mailboxes and smart folders:
The user has the option to add Mailboxes by clicking on the downwards-directed arrow next to the topic name in the left-top corner. He has the option to add several mailboxes, edit them or even delete them. By clicking on the arrow, and afterwards on the cogwheel next to the topic the user will have access to the settings of the default folders en smart folders where he can change the settings and preferences.

Can disable mention locking for him/herself:
The user is able to click on the downwards arrow on top of the mention list, and switch on/of the mention locking feature. When this permission is not ticked off in his/her user role, the feature to switch on/of mention locking will not appear at all. 

Take care of mentions that are hard locked for others:
The user is able to take over mentions from other users while they are hard locking these mentions to take care of themselves. 

 

Insights


View CX Social Insights:
The user is guaranteed access to the Insights tab on the top of the CX Social app. Before he lands in the Insights he has the option to choose between the different topics. If he’s only allowed access to certain topics or projects that should be indicated further in the customized user role.

Create custom charts with the Chart Builder:
The user is guaranteed access to the Insights tab on the top of the CX Social app. After clicking on the tab he’ll be able to see the Tool function “Chart Builder” on the left side of his screen.
 
Add, edit and delete chart templates from the Chart Builder:
When the user has clicked and entered the chart builder section he will be able to see, edit and delete existing chart templates that were previously made. He has also the ability to create new templates and charts.

 

Publishing


View CX Social Publisher:
The user is guaranteed access to the Publishing tab on the top of the CX Social app.

Create drafts & send messages for approval with connected social profiles:
The user has the option to click on the writing block icon and that way he can create new content. He can save his posts as drafts or send this content to other team members for approval.

Publish and approve new replies with connected social profiles:
The user is allowed to reply to customers in the Inbox through the connected social profiles in that specific topic. He has also the possibility to approve a reply made by an other user of his team before actually sending it to the customer.

Publish and approve new posts with connected profiles:
The user is allowed to create new content for the connected profiles of that topic(s) he has access to. He is able to that via the CX Social Publisher tab. In that same tab he has the option to approve content posts made by his colleagues.

Add, edit and delete canned responses:
The user has the option to create canned responses. This is possible in two ways. He can add a reply in the Inbox as a canned response. Or even a message in the publisher can be saved as a canned response. When he goes to Account Settings > Publishing > Canned Responses, he will be able to see an overview of all existing canned responses in the account. He can edit and delete those.

Edit saved targeting settings:
The user is able to access settings: saved targeting were he can add new targeting settings or change the existing ones.

Add, edit and delete publish guidelines:
The user has the option to create, edit and delete publishing guidelines. When he goes to Account Settings > Publishing > Guidelines, he will see the overview of the existing Guidelines. There he has the option to create new Guidelines, change existing ones, or delete existing ones. 

 

Team Performance


View Team Performance statistics: 
The user is guaranteed access to the Performance tab on the top of the CX Social app where he will be able to see the performance statics for his team. 

View Watchdogs:
The user can access and view the Watchdogs created. Therefore he has to go to the Performance tab and click on the Watchdogs folder in the sidebar. 

Add, edit and delete Watchdogs:
Once the user lands on the Watchdogs overview, he is able to add new watchdogs. He is also able to edit the existing watchdogs, or delete those. 

 

Topics and Profiles


Add, edit and delete social streams to topics: 
The user can go to settings: topics and add different social streams (Facebook pages, Twitter profiles, keyword searches, etc.) to the different available topics. He can also edit the existing social streams or delete those.

Add, edit and delete topics: 
The user can go to settings: topics and create a completely new topic. The existing topics can be deleted or edited. 

 

Settings


Access to live help: 
The user will be able to see the Live Help bar on the bottom of the CX Social app. He will be able to contact the support team if he has any questions or problems with the CX Social app.

Access to in-app chat: 
The user is able to chat with his team members and colleagues through the chat that is integrated in CX Social. He will be able to open this chat application by clicking on the text balloon icon in the top right corner. 
 
View account settings:
The user is able to click on Settings below the account name in the top right corner. When he opens the settings, he is able to see the left sidebar, but he hasn’t the ability to change things around.

View account history:
When going to the account settings, the user has access to the account history. He is able to see the recent changes that were made in the account.

Add, edit and delete (smart) tags: 
The user is able to go to settings: tags. In this tab he has the option to add different sorts of tags. He can add a normal tag and even choose the color of the tag label. But it is also possible to create a smart tag that will be added automatically when mentions match a certain filter the user can set-up here.

View exports from all users:
The user can go to the Insights tab and in the top right corner he can click on the downwards-directed arrow. There he has the possibility to click on ‘Export History’. When he clicks on the button he will be able to see the exports from all user in that account.

Edit account preferences:
The user is able to go to settings: account settings: account preferences were he could change the basic and advanced settings for the whole account.

Add, edit and delete account users:
The user can go to settings: users and he can add new users to the CX Social account by inviting them via e-mail. He can also change the users roles of the existing CX Social users or he can decide to delete users from the account.

Add, edit and delete business hours schedules:
The user is able to go to settings: account settings: account preferences were he has the permission to edit or delete existing business hours schedules. He can also decide to create new schedules.

Add, edit and delete teams:
The user is able to go to settings: users and there he has the ability to Add a Team and select the different users who form a group.

Add, edit and delete automation recipes:
The user is able to go to settings: automation. . In this tab he has the option to add automation recipes. He has also the possibility to switch the automations on or off. He can edit or delete them.

Add, edit and delete saved filters:
The user is able to go to settings: saved filters. In this tab he has the option to add and save new filters that can be used in the future to sort through mentions or filter in the Insights. It is also possible to edit the existing saved filters or delete old ones that aren’t used anymore.

Add, edit and delete command center: 
The user is able to go to settings: command center. Here he has the option to create a new customized kiosk screen rotation. He can also change the existing ones or delete the presentations that aren’t used anymore.

Edit interface design settings:
If your plan allows it, the user is able to go to Account Settings > Preferences > White Labeling. There he has the option to apply white labeling to your CX Social account. This means he can add a customized logo instead of our Clarabridge logo and he can change the layout of the header bar.

Edit email report notifications settings of all users:
The user is able to go to settings: personal account settings: reports. When he clicks this button, he has also the option to set the preferences of all users. He can choose whether users receive summary email reports daily or weekly. The reports give an overview of total volume, trend, popular videos, photo’s and other KPI’s per topic.

Edit the IP whitelist:
The user is able to go to settings: account preferences. In this tab he is able to click the advanced button in the bottom right corner. There he has the option to enter the allowed IP addresses. He can enter a list of addresses that shouldn’t be allowed to the CX Social app.

Edit integration settings:
The user is able to go to settings: integrations. In this tab he has the option to add custom integrations, Zendesk accounts, Desk accounts, Salesforce accounts or a personal Bitly account. With these URL’s he can easily integrate third party tools. An integration URL allows him to load external websites inside CX Social and pass on contact information as parameters to external websites.

Edit contact settings:
The user is able to go to settings: contact settings. There he can add new fields that can be filled in when opening the contact sheet of a certain customer / mention in the Inbox.

 

Security


Log in on and use the official CX Social Mobile App: 
The user is guaranteed access to the CX Social app on his mobile devices, such as an iPhone or Android smartphone.

Access to the CX Social API (to use 3rd-party applications): 
The user is able to go to settings: personal settings: preferences. Here he has the option to set the "Enable Developer account" on Yes. That way he has access and can use the CX Social API. For more information you can surf to the website https://developers.engagor.com/. 

View Security Audit Log: 
The user is able to go to settings: security audit log. Here he will be able to view the history with what every unique user did regarding his security (when did someone log in, when did he gave in a wrong password, etc.).

Edit Security Settings:
The user is able to go to settings: security settings. In this tab he has the option to change the standard security settings for his account. He can choose between normal, medium and high security features.



 

Contact Us

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