Users are granted privileges in Conversation Builder by way of assignment of Conversation Builder permissions.

Conversation Builder's permission model is built on LiveEngage’s. You can use LiveEngage’s four roles (Agent, Agent manager, Campaign manager, Admin) as the basis from which to create custom profiles to suit your organization's needs. You can then assign those profiles to users.

As an example, in LiveEngage, you might want to create a profile that grants (turns on) all Conversation Builder permissions, naming it something like, "CB - All Permissions," as we've done below.

You can then assign this profile to users like so:

As shown above, a profile contains a set of permissions. Conversation Builder supports two categories of permissions:

  • Primary permissions: These are stand-alone permissions that govern the primary functionality of Conversation Builder. "Stand-alone" means you could assign just one of these to a Conversation Builder user.
  • Granular Permissions: These are designed to give you more flexibility regarding the restrictions that you want to put into place. This is achieved through the use of "add-on" roles.

Primary permissions

Admin

Users with this permission have full privileges, including the ability to create, deploy and manage agent connectors at the bot level within Conversation Builder.

Users with this permission do have the following limitations:

  • No ability to create and manage (bot) templates
  • No access to the Bot Status application, which is the operations area where bot deployments for the entire organization can be managed

Bot Builder

This permission provides full privileges for creating bots and related resources. More specifically, users with this permission can create and manage:

  • Bots
  • Bot versions and releases
  • Integrations
  • Global functions
  • Credentials
  • Knowledge bases and articles
  • Domains, intents and entities

Users with this permission can also:

  • Activate and train models
  • Create, deploy and manage agent connectors at the bot level within Conversation Builder
  • View and download analytics data

This permission doesn't allow the user to create and manage (bot) templates, accounts or users. Also, this permission doesn't allow the user access to the Bot Status application, which is the operations area where bot deployments for the entire organization can be managed.

Content User

This permission is for users who create content. More specifically, users with this permission can create and manage:

  • Knowledge bases and articles
  • Domains, intents and entities

Users with this permission can also:

  • Activate and train models
  • View and download analytics data

Template Manager

Users with this permission can only create and manage:

  • (Bot) templates

Business User

Users with this permission can only do the following:

  • View and download analytics data

Operations

Users with this permission can only do the following:

  • Create, deploy and manage agent connectors for the entire organization in the Bot Status application

Granular permissions

As a business, you might want to provide basic Conversation Builder development capabilities to some users, with restrictions regarding certain capabilities like access to API integrations, update of credentials, and the import and export of bots. You can achieve this using combinations of the roles discussed below.

Bot Builder Lite

This "lite" permission is just like the Bot Builder permission with the following, additional limitations:

  • No ability to create and work with integrations
  • No ability to create and work with credentials
  • No ability to export and import bots

Use one or more add-on permissions (below) along with this permission, as per your requirements. This allows you to selectively enable access to specific functions. For example, if you want to provide a bot developer with access to API integrations, grant the Bot Builder Lite and API Developer permissions, as shown below.

Add-on permissions

API Developer

Users with this permission can only create and manage integrations.

API Credentials Manager

Users with this permission can only create and manage credentials.

Whenever you assign this permission, also assign Bot Builder Lite and API Developer.

Import/Export Manager

Users with this permission can only do the following:

  • Export/import bots
  • Export/import knowledge bases