Managing Permissions in Tidio Chatbots

See how to use permissions in your Tidio account. As a project owner, you have the option to limit your operators’ access to some sections of your Tidio account.

Permissions

As a project in your Tidio account, you can set custom permissions for each of your operators, but to make this decision easier, we have created three pre-defined roles for you to choose from:

management

The highest permission set. With this permission, operators have access to all options and sections.

Moderator

With this role, operators have access to most options but with minor limitations. Moderators cannot: manage operators, delete contacts, delete conversations.

Chat Representative

The simplest role is for operators who will respond to calls without accessing the Tidio settings panel.

Adding operators

You can choose the predefined roles for operators when you add an operator in the Settings section.> Team> Operators .

There you will see a list of all the operators you have already added, and yourself. Use the Add Operator button in the top right corner to add a new operator:

In the pop-up window, you will need to name your new operator, provide their email address, and assign a role:

At this time, you cannot select a custom role. However, this may change once the operator is added to the operator list.

Change permissions

You can change the permissions of each operator in the Settings section.> Team> Operators of your Tidio admin panel. You can also choose to set custom permissions for each operator. To enter the customization panel, click the Edit Permission button next to the operator details on the right.

You can choose from the available predefined permissions, or modify the current set – thus creating a custom role:

Custom operator permissions

You can change permissions for specific sections and action areas in the Tidio panel.

When setting up custom permissions, you can see the following options:

• Access to calls: Can the operator access and manage previous calls?
• Contact access: Can the operator see and manage contacts?
• Access to reports: Can the operator access call reports and statistics?
• Access to settings: Can the operator change the account settings?

In the Calls and Contacts tab , you can change permissions for:

• Can the operator see previous calls?
• Can the operator delete calls?
• Can the operator manage contacts?

On the Section Access tab, you can change permissions for:

• Access to certain content pieces.
• Access to management sections.
• Access to report sections.

The importance of custom settings

Setting custom permissions is an important tool for effectively managing teams. By restricting operators’ access to certain parts of your account, you can ensure that sensitive information is kept safe and actions are only taken by the appropriate operators.

Examples of using custom permissions

1. Customer service team: You can give moderators access to conversations and contacts, but not to analytics or settings.
2. Sales team: You can give sales reps access to sales reports, but not to past calls.
3. Technical staff: You can give technical operators access to settings, but not to calls or contacts.

Using these settings, you can optimize the work of your teams and prevent mistakes or unwanted access to sensitive information.

Best practices

To ensure that your Tidio account permissions are used efficiently, here are some best practices:

• Periodic review: Check your operators’ permissions regularly to make sure they are still appropriate for the team’s needs.
• Training: Make sure all operators understand their permissions and what is expected of them.
• Clear definitions: Make sure to define permissions clearly, so that each operator knows what they can and cannot do.
• Use customized permissions: Feel free to use custom permissions to tailor access to your teams’ specific needs.

Using these practices, you can ensure that your team works smoothly and efficiently, while maintaining information security.

summary

Managing permissions in your Tidio account is an important tool for ensuring the proper management of your teams. By understanding the different roles and options offered, you can grant your operators the access they need, without putting your business’s sensitive information at risk.

If you have any further questions or need further assistance, feel free to contact Tidio support.

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