What are Profiles in SalesIQ?

1. SalesIQ provides three predefined roles by default: Admin, Supervisor, and Associate. However, you can create custom profiles tailored to your business needs, assign operators to them, and maintain a well-structured, efficient team.
   
2. For example, if an operator is responsible only for building chatbots, you can grant them bot-related permissions while restricting access to chat handling. Similarly, you can create specialized profiles such as "Knowledge & Social Media Manager" to allow access to article drafting and social media channel management.
3. By creating and implementing custom profiles, you can enhance security, improve operational efficiency, and create a well-organized team structure in SalesIQ.
   

Key Benefits  

1. Granular Permission Control – Define exactly what each operator can access and manage, ensuring a secure and streamlined workflow. Assign only the necessary permissions to operators based on their responsibilities, reducing confusion and improving efficiency.
   
2. Improved Security & Focus – Restrict access to certain functions so that limited members have access to high security and important features. This also ensures that operators can focus solely on their assigned tasks.
   
3. Seamless Profile Modification and Transfer – In case any operator leaves, you can simply assign a new operator to the same profile without reconfiguring permissions. Also, you can transfer an operator from one profile to another by assigning them to the required profile easily.
   
4. Optimized Team Structure – Define profiles for various functions such as chat handling, bot building, reporting, integrations, and admin configurations and assign the right operators to each profile based on their responsibilities.
   

Note: 

1. Assign permissions to required operators to prevent unnecessary access. Granting too many or too few permissions can impact efficiency.
   
2. For example, if a developer is assigned chatbot creation permissions but lacks access to bot reports, they may struggle to modify the bot effectively. Always review profile requirements to ensure operators have the necessary permissions for their tasks.
   

How to Configure Profiles in SalesIQ?

1. Navigate to Settings > Controls > Profiles.
   
2. Click Add a Profile.
   

1. Provide a Profile name and description.
   
2. Select a primary role, whether Administrator, Supervisor, or Associate, to start creating the new custom profile.
   
3. Associate the required operators to the profile and then click on Create.
   

1. Within the Profiles interface, you can define the necessary permissions for this profile within each functional category. The following are the categories available:
   
1. Engagement
   
2. Visitor information
   
3. Resources
   
4. Settings
   
5. Data administration
   

1. The permission checkboxes will be selected based on the primary role chosen for profile creation. You can edit the permissions by selecting or unselecting the check boxes.
   
2. You can also disable entire modules/functional categories to remove all privileges in the module for the profile.
   

1. Within the categories, feature permissions are further categorized or split with granular privileges to achieve precision in profile creation. These privileges differ within the categories based on the feature or function. Below are a couple of examples for better clarity.
   
1. Developers can have view-only access to knowledge resources but need not be given privileges to edit or delete them.
   

1. A Knowledge base or Resources manager who deals with resources can be given import access for FAQs and Articles but need not be given privileges to import a Zobot as it does not fall within their purview of responsibilities.
   

1. Once you are done configuring the necessary permissions, click on Save.
   

Note: Permissions can be adjusted/edited at any time, as needed.

Useful Tip: Create new profiles based on existing ones to save time. For example, if you are creating a "Marketing Manager" profile, you can inherit permissions from "Knowledge & Social Media Manager" and then add other permissions.

Feature Dependencies & Behaviour

1. Chat Module

1. Start proactive chat (Live view)
   
2. Chat tools module
   
3. Calls/Screen share module
   
4. Feedback module
   

2. View other operator chats

1. Monitor chats
   
2. Takeover bot chats
   
3. View other operator calls
   
4. All feedback
   
5. Monitor chats
   
6. Monitor calls
   

3. Resource module access  

1. Cannot access the articles section within the Resource module.
   
2. However, they can share articles on the operator chat window when conversing with visitors.
   

4. Plugs module access  

1. Cannot access these modules directly. The Plugs module will not be visible to them on the settings page.
   
2. However, they can still access the plugs indirectly through the Bot Plugs Card inside the Codeless bot builder. The plug's code/script will not be accessible.
   

5. Widgets and Form Controllers module access  

1. Cannot access these modules directly. The Widgets and Form Controllers modules will not be visible to them on the settings page.
   
2. Can still access the widgets and forms on the Operator chat window and assist visitors based on the information.
   

FAQs

1. If I grant bot permissions but not integration permissions, can the operator access integration cards?
   

1. If an operator has full resource permissions, can they import/export articles?
   

1. Does an operator need resource permissions to share resources in chat?
   

1. What happens if I enable a feature but don’t assign any permissions?