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Custom agent roles

What are custom agent roles?

When a new user is added to a LiveAgent, it is necessary to define agent role. Roles determine agent’s responsibilities and possibilities. In LiveAgent, it is possible to choose from default roles.

There are some default types of user, like owner, admin and agent.

But some customer representatives deal with a special queries, so it is necessary to define them an individual role. There is a need to create custom agent role.

LiveAgent doesn’t have custom agent roles feature yet.

Frequently asked questions

What are custom agent roles?

Custom agent roles are individual roles for agents that handle special queries. They are adapted to the needs of specific customers. The standard user roles in Live Agent are owner, administrator, and agent.

How to access custom agent roles in LiveAgent?

Unfortunately, there are no custom agent roles available in LiveAgent yet. At this point, you can only choose from 3 standard roles with a well-defined scope of responsibilities.

Can you edit custom agent roles in LiveAgent?

Currently, you cannot edit custom agent roles in LiveAgent as they are not available.  Changes can only be applied in three standard roles if you have the appropriate permissions.

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