What user actions can I control with permissions?

What user actions can I control with permissions?

When you define a permission group, you can select what actions users can take in Agent Workspace.

ActiveAssists

These permissions are not in use in Agent Workspace, only in the BoldChat Operator Client.

Chats

Control what your agents can do during chat.

Permission Description
ActiveAssist - Cobrowse Agent can start a co-browse session during chat. See How to start a co-browse session.
ActiveAssist - Screen Share Agent can initiate screen sharing where customers can share their screen.
Answer Agent can answer chats. Without this permission, they can only view chats.
Assign Other Agent can transfer (assign) chat items to other agents in Monitor View.
Assign Own Agents can transfer (assign) chat items to themselves in Monitor View. See How to transfer a chat.
Block customer IP Agent can block the customer's IP address during chat. See How to block customers during chat.
Can see others' post-chat survey Agent can view other agents' post-chat survey results.
Can Send Files to Customer Agent can send file to customer during chat. See How to accept a chat.
Can Use Auto-Translation Agent can use auto-translation during chat. See Set up auto-translation.
Custom Wrap-Up: Edit after chat close Agent can edit their own chat wrap-up fields even after the chat is closed.
Custom Wrap-Up: Edit before chat close Agent can edit their own chat wrap-up fields before the chat is closed.
Custom Wrap-Up: Edit chats assigned to me Agent can edit the wrap-up fields of their own chats.
Custom Wrap-Up: Edit chats assigned to others Agent can edit the chat wrap-up fields of other agents.
Delete This permission is not in use in Agent Workspace, only in the BoldChat Operator Client.
Discussions Agent can discuss a customer's issue with another agent during chat. See How to discuss a customer's issue with another agent.
Email This permission is not in use in Agent Workspace, only in the BoldChat Operator Client.
End Other Agent can end other agents' chats.
End Own Agent can only end their own chats.
Flag Agent can flag a chat with the flag icon either in the chat panel or in Monitor View. See How to accept a chat.
Grid View Column Chooser Agent can select which columns should be displayed in Monitor View. See How to monitor the chats of your organization.
Grid View: Active Chats Agent can view chats of all agents in Monitor View.
Grid View: Deleted Chats This permission is not in use in Agent Workspace, only in the BoldChat Operator Client.
Grid View: Flagged Chats This permission is not in use in Agent Workspace, only in the BoldChat Operator Client.
Grid View: Inactive Chats This permission is not in use in Agent Workspace, only in the BoldChat Operator Client.
Grid View: My Active Chats Agents can view only their own chats in Monitor View.
Grid View: My Inactive Chats This permission is not in use in Agent Workspace, only in the BoldChat Operator Client.
Grid View: Unread Chats This permission is not in use in Agent Workspace, only in the BoldChat Operator Client.
Integrations Agents can use integrations in Agent Workspace. See Provide a link to a custom integration.
Join Agent can join another agent's chat session. See How to join a chat during an internal discussion.
Move This permission is not in use in Agent Workspace, only in the BoldChat Operator Client.
Performance Indicators Agent can view performance indicators in Agent Workspace. See Where to find agent stats in the Agent Workspace.
Print This permission is not in use in Agent Workspace, only in the BoldChat Operator Client.
Relate This permission is not in use in Agent Workspace, only in the BoldChat Operator Client.
Salesforce This permission is not in use in Agent Workspace, only in the BoldChat Operator Client.
Search Agent can search chat items in Agent Workspace. See How to search your work items.
Search KB This permission is not in use in Agent Workspace, only in the BoldChat Operator Client.
Suggest response as Smart Advisor article Agent can suggest a response as a new article in the knowledge base that is set in Channels > Chat > Chat Windows in the Bold360 Admin Center.
Undelete This permission is not in use in Agent Workspace, only in the BoldChat Operator Client.
Unflag Agent can remove a flag from a chat either in the chat panel or in Monitor View.

Contacts

These permissions are not in use in Agent Workspace, only in the BoldChat Operator Client.

Emails

Control what your agents can do with email threads.

Permission Description
Accept Agent can answer incoming emails.
Assign None Agent cannot transfer emails to other agents.
Assign Other Agent can transfer (assign) emails to other agents in Monitor View and in the email panel.
Assign Own Agents can transfer (assign) their own emails to in the email panel.
Close Other Agent can close other agents' email threads.
Close Own Agent can close their own email threads.
Delete This permission is not in use in Agent Workspace, only in the BoldChat Operator Client.
Discussions Agent can discuss a customer's issue with another agent. See How to discuss a customer's email with another agent.
Flag Agent can flag an email thread with the flag icon either in the chat panel or in Monitor View.
Forward Agent can forward an email thread.
Grid View Column Chooser Agent can select which columns should be displayed in Monitor View. See How to monitor the emails of your organization.
Grid View: All Email Threads Agent can view email threads of all agents in Monitor View.
Grid View: Closed Email Threads Agent can view closed email threads of all agents in Monitor View.
Grid View: Deleted Email Threads This permission is not in use in Agent Workspace, only in the BoldChat Operator Client.
Grid View: Flagged Email Threads This permission is not in use in Agent Workspace, only in the BoldChat Operator Client.
Grid View: Open Email Threads Agent can see all open email threads in Monitor View.
Grid View: Unread Email Threads Agent can see unread emails in Monitor View.
Move This permission is not in use in Agent Workspace, only in the BoldChat Operator Client.
Open Other Agent can open other agent's email threads.
Open Own Agent can open their own email threads only.
Print This permission is not in use in Agent Workspace, only in the BoldChat Operator Client.
Redirect This permission is not in use in Agent Workspace, only in the BoldChat Operator Client.
Relate This permission is not in use in Agent Workspace, only in the BoldChat Operator Client.
Reply Agent can reply to email threads.
Salesforce This permission is not in use in Agent Workspace, only in the BoldChat Operator Client.
Search Agent can search for email threads.
Search KB This permission is not in use in Agent Workspace, only in the BoldChat Operator Client.
Send Agent can send emails.
Undelete This permission is not in use in Agent Workspace, only in the BoldChat Operator Client.
Unflag This permission is not in use in Agent Workspace, only in the BoldChat Operator Client.

Messaging

Control what your agents can do while answering Facebook, text, and Messaging Apps (async) messages.

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Answer Agent can answer incoming messages.
Assign Other Agent can transfer (assign) messages to other agents in Monitor View and from the chat panel.
Assign Own Agents can transfer (assign) their own messages from the chat panel.
Block Number This permission is not in use in Agent Workspace, only in the BoldChat Operator Client.
Call Number This permission is not in use in Agent Workspace, only in the BoldChat Operator Client.
Delete This permission is not in use in Agent Workspace, only in the BoldChat Operator Client.
End Other Agent can end other agents' messages.
End Own