Agents in this role can access inboxes and conversations, assign conversations to other agents or themselves, and resolve conversations. They can access only the inboxes they are part of, participate in conversations within those inboxes, edit their user profile settings, and add personal-level canned responses. Conversation assignment is limited to inbox members.
Administrators have access to all Cognigy Live Agent features enabled for your account, including settings, as well as all of a normal agent's privileges, except for the supervisor dashboard. This dashboard is exclusive to the supervisor role.
liveAgentAdmin If you have an Admin role in Cognigy.AI, you do not need to add the Administrator role for your user because the Cognigy.AI role already includes the right to administer Live Agent.
(Optional) Add any additional roles the Agent should have. For example, if you already have a liveAgentAgent role, you can add a liveAgentSupervisor role to allow access to the Overview report.
View the created user in Live Agent. Go to Settings > Agents in the Live Agent menu.
To see the roles applied to the Agent, the specific Agent must log in once to have the roles applied.
This permission is granted on the Cognigy.AI side. ↩↩↩
By default, human agents cannot request files from users. To enable this feature, you need to install the File Upload plugin in the Webchat Endpoint. ↩
Users with the Agent role can create canned responses for their own usage, edit, and delete canned resources that they created. ↩↩↩↩