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›Reference

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  • Intro to administration
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  • Understand organisations
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  • Understand preanswered key/values
  • Understand analytics
  • Understand help desk integration
  • Understand SSO integration

How-to guides

  • Create an account
  • Change your password
  • Contact support
  • Manage your team
  • Manage agent groups
  • Customize the assistant's appearance
  • Add the assistant to your website
  • Add the assistant to your mobile app
  • Add the assistant to your emails
  • Work with deep links
  • Work with preanswered key/values
  • Manage saved replies for use in live support
  • Integrate with Zendesk
  • Allow Mavenoid resources in your site's content security policy (CSP)

Reference

  • Accessibility and compliance overview
  • Roles and permissions
  • Assistant embed API
  • Assistant link parameters
  • Glossary of terms

Roles and permissions

Users may have one or more roles, each of which confers a number of permissions.

Consumer

The consumer role is for users who will only be interacting with your product assistant as an end user.

Consumers can:

  • Use your product assistant for self-service and live support

Technician

The technician role is for users who will be accessing your flow content either through the product assistant or through Mavenoid Copilot.

Technicians have all the permissions of consumers, and additionally can:

  • Perform searches in Mavenoid Copilot
  • Create and send conversation links

Live support agent

The live support agent role is for users who will be using the agent dashboard to provide live support to your customers.

Technicians have all the permissions of consumers and technicians, and additionally can:

  • Access the agent dashboard and manage live chats
  • View agent availability
  • View agent groups
  • Manage saved replies

Live support supervisor

The live support supervisor role is for users who will be managing your live support team.

Live support supervisors have all the permissions of consumers, technicians, and live support agents, and additionally can:

  • Manage users by inviting new users and granting or revoking the live support agent role
  • Adjust agent preferences in your organization's live support settings

Reviewer

The reviewer role is for users who will be reviewing flows and providing feedback.

Reviewers have all the permissions of consumers and technicians, and additionally can:

  • View flows in the assistant builder (but not edit them)
  • Add comments and feedback on flows

Translator

The translator role is for users who will manage translations of flow content into other languages.

Translators have all the permissions of consumers, technicians, and reviewers, and additionally can:

  • Manage translations for flows

Contributor

The contributor role is for users who will contribute to the creation and maintenance of flows.

Contributors have all the permissions of consumers, technicians, reviewers, and translators, and additionally can:

  • Edit flows in the assistant builder (but not publish changes)

Publisher

The publisher role is for users who will be responsible for creating and maintaining flows.

Publishers have all the permissions of consumers, technicians, reviewers, translators, and contributors, and additionally can:

  • Publish changes to flows in the assistant builder
  • Create integrations
  • Manage secrets

Analyst

The analyst role is for users who will be investigating your analytics.

Analysts have all the permissions of consumers and technicians, and additionally can:

  • Access analytics

Admin

The admin role is for users who will be administering your Mavenoid organization, team, and settings.

Admins have all the permissions of all the above-listed roles, and additionally can:

  • Manage users by inviting new users, granting or revoking any roles, and removing users
Last updated on 11/29/2022
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  • Consumer
  • Technician
  • Live support agent
  • Live support supervisor
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  • Publisher
  • Analyst
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