MindBehind Live User Management

This guide provides an overview of the permission levels for the three application roles and aims to explain how to assign these roles and permissions on MindBehind Live.

The MindBehind Live application features three user roles: Account Administrator, Department Administrator, and Agent. The definitions and permissions associated with each role are outlined below:

Account Administrator: This role grants complete access to all application features and settings. Department-specific configurations are not required, as the Account Administrator holds comprehensive control across all departments.
Department Administrator: This role does not grant access to the company page, unlike the Account Administrator. On the Agent page, Department Administrators can view all assigned and queued conversations in their specific department. They can access reports, view customer representatives, and monitor conversations only within their assigned department.
Agent: The Agent role grants limited Agent page access and conversation search access. On the Agent page, agents can view only their assigned conversations and access performance metrics, and conversation details specific to their department.

All user roles in the company can access chatbot conversations via the search and reports features.

Department Access

In the MindBehind Live application, Department Administrators and Agents can only view data specific to the departments for which they are authorized. To assign department access permissions, you can follow the steps below:

1. Log in to your MindBehind Live account and navigate to the Company > User Management page. Click the Manage User icon.

2. When clicked, you will see a pop-up screen appear. You can select the departments that the user will have access to in the Department Access section.

This process is required for every Agent and Department Administrator, but is not necessary for Account Administrators.

You can see that a user named "John Doe" is granted access only to the “My Department 1” and “Support” departments in the image below, meaning they can view the conversations and reports of these departments. They will not have access to the “Live Chat” and “Sales” departments.

3. After you make your changes, click the Update button.

You can see the examples below of the detailed report page behavior for an Account Administrator and a Department Administrator in the company:

The Account Administrator in the image below can see data for two departments: "dep1" and "dep2".
The Department Administrator in the image below can view only one department: "dep1".

Conversation Assignment and Limits

You can select the relevant departments from which the Agents can be assigned conversations, along with their conversation limits, on the User Management page. To assign conversations to the Agents, follow the steps below:

1. Log in to your MindBehind Live account and navigate to the Company > User Management page.

2. In the pop-up screen, you can select the conversation assignment for the relevant departments from which the Agent will be assigned conversations. You can also set the maximum number of conversations that the Agent can receive from all the selected departments in the Conversation Limit section.

The conversation limit for each agent can be set between 1 and 50. This limit should be configured for each user to whom conversations will be assigned.

In the example below, the user "John Doe" can be assigned conversations only from the "Support" department, but has viewing access to conversations and reports for both the "My Department 1" and "Support" departments. They will not have access to, nor receive conversations from, the "Live Chat" and "Sales" departments.

3. After you are done with the conversation access and the limit, click the Update button to save your changes.