Telenor Engage

Category: Users and Teams

  • User Roles and Permissions

    There are six types of user roles in Digital Connect. Each type of user has different permissions. Each role comes with different permissions and capabilities.

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    Digital Connect User Roles and Permissions

    There are six types of user roles in Digital Connect. Each type of user has different permissions. Each role comes with different permissions and capabilities.

    1. Administrator
    2. Team Supervisor (Paid role)
    3. Agent (Paid role)
    4. Chatbot User
    5. WABA Manager
    6. Marketer

    Administrator

    The administrator is the user responsible for managing the overall Digital Connect Platform. They have complete control over all features, settings, and user management.

    The administrator has access to:

    • Insights
    • Settings
    • Chat Manager
    • Chatbot Manager
    • Chatbot Builder
    • Campaign Manager
    • Contacts
    • Billing
    • What’s New

    The administrator can perform several unique actions:

    • Configure platform preferences
    • Configure Setting such as WhatsApp profile, business hours, and more.
    • Install channels
    • Remove channels
    • View and download reports

    The administrator can also:

    • Create users and teams
    • Assign and remove agents from teams
    • Delete users and teams
    • View all conversations
    • Work on and resolve conversations as an ‘agent’
    • Manage campaigns
    • Create and delete templates
    • Build, edit and delete chat-bots
    • Create, edit and delete contacts
    • Download Contacts list
    • create and edit tags and quick replies

    Digital Connect allows you to create up-to 2 administrators without utilizing agent seats available in your plan.

    Team Supervisor

    Team Supervisors can monitor agent conversations, provide guidance, and access relevant analytics and reports for their teams. Supervisors have partial access to the platform, tailored to their team management requirements. Team Supervisor is a paid role that comes with a license seat included in the monthly subscription.

    The team supervisor has access to:

    • My Profile
    • Insights
    • Platform Settings
    • Chat Manager
    • What’s New

    The team supervisor can perform several unique actions:

    • Create users and teams
    • Assign and remove agents from teams
    • View all conversations
    • Work on and resolve conversations as an ‘agent’
    • Assist agents using private notes to resolve conversations
    • Create, edit and delete tags and quick replies
    • View insights such as conversations, voice of customer and agent performance
    • View and download reports

    Agent

    Agents are the primary users who handle customer interactions and provide support using Digital Connect. They have access to all relevant features needed to engage with customer efficiently. Agent is a paid role that comes with a license seat included in the monthly subscription.

    The agent has access to:

    • My Profile
    • Insights
    • Chat Manager
    • What’s New

    The agent can:

    • Work and resolve conversations
    • Search and view assigned conversations
    • Upload profile picture
    • View own conversation insights

    Chat-bot User

    The chatbot user can monitor conversations taking place between your chatbot (virtual agents) and customers and can also view insights related to bot conversations.

    The chatbot user has access to:

    • My Profile
    • Chatbot Manager
    • Insights (Bot conversations)

    The chatbot user can:

    • View chatbot conversations
    • View bot conversation insights
    • download reports

    WABA Manager

    The WABA Managers are users with a limited access to the Digital Connect Platform. The role of WABA Manager is designed for businesses that have specifically subscribed to the WhatsApp Business API for the purpose of sending template (transactional) notifications to their customers.

    The WABA Manager has access to:

    • My Profile
    • Insights (Overview)
    • Billing
    • What’s New

    The WABA Manager can:

    • View bot conversations
    • Edit Profile settings (WhatsApp Business Profile)
    • View Insights (Overview)
    • download reports

    Marketer

    The Marketer can create and launch marketing campaigns and broadcasts in Digital Connect. Marketers can also view campaign analytics for the delivered campaigns.

    The Marketer has access to:

    • My Profile
    • Template Manager
    • Contacts
    • Campaign Manager
    • What’s New

    The Marketer can:

    • Create, edit and launch campaigns
    • Create and edit WhatsApp Message templates
    • View and download campaign performance reports
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  • Remove an agent from a team

    In certain cases, you will need to reshuffle agents from one team to another team due to multiple factors.

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    Remove an agent from a team

    In certain cases, you will need to reshuffle agents from one team to another team due to multiple factors.

    In order to remove an agent from a team, simply apply the following steps.

    • Click on Teams in left navigation menu and then navigate to Edit (green) icon under Action.
    • Remove agents listed under Remove assigned agents by selecting agent name in the list box and then clicking on (>>) to move agent name to list box on the bottom right. Click Save to complete the process.
    • You can add the agent again by cl
    • You can also add previously removed agents by selecting agent names in the list box on the bottom right and then clicking on (<<) to move agents back to the list box on the bottom left. Click Save to complete the process.
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  • Organize your agents by Teams

    Teams are a great way for agents to work together in Digital Connect. Agents can be assigned to a particular team based on their expertise for a timely and effective resolution of customer queries.

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    Organize your agents by Teams in Digital Connect.

    Teams are a great way for agents to work together in Digital Connect. Agents can be assigned to a particular team based on their expertise for a timely and effective resolution of customer queries.

    • Login to Digital Connect as an administrator or a team supervisor.
    • Click on Teams > Add Team.
    • Enter the name for your team under Team Name and then select Team Supervisor from drop-down list under Team Supervisor and finally click on icon (>>) to add Agents or (<<) to remove Agents from the new team and click Submit to complete the process.

      After you have successfully created a team and assigned agents to the team, list of teams with details will show up as below.

    It is recommended to create agents and team supervisors before creating teams to ensure a quicker team configuration.

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  • Edit and deactivate users

    This feature is very helpful in case if your user role has changed or agents are unavailable for certain reasons to assist your customer. You can deactivate the agent and assign the agent license to another agent in your team.

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    Edit and deactivate users in Digital Connect

    This feature is very helpful in case if your user role has changed or agents are unavailable for certain reasons to assist your customer. You can deactivate the agent and assign the agent license to another agent in your team.

    Keep in mind, that only admins and team supervisors can edit/deactivate users.

    • To deactivate/edit a user, click on Users in left navigation pane. You will see a list of all Users as shown below.

    • Click on Edit (green) icon and Edit User modal will appear. Edit Mobile number and User role and select status as Active or Inactive from drop down list and click Save.
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  • Delete User in Digital Connect

    Business can delete users created within Digital Connect from time to time to mostly free up an agent seat.

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    Delete User in Digital Connect

    Business can delete users created within Digital Connect from time to time to mostly free up an agent seat.

    Keep in mind, that only admins and team supervisors can delete users.

    To delete a user account, simply apply the following steps.

    • Click on Users in left navigation pane. You will see a list of all Users, or alternatively you can also search for users by their name and other filters provided on top.
    • Click on Delete (red) icon and a delete confirmation modal will appear. Click Confirm to delete the user.

    All data including conversations assigned or handled by the deleted agent or team supervisor will remain available within Digital Connect as per the data retention period of your plan. However, all assigned conversations which have not been marked closed by the agent will automatically become unassigned.

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  • Add Agents and Team Supervisors

    Agents are assigned conversations and interact with customers as needed to resolve support issues. Team Supervisors can perform all agent-related activities, access reports, and make sure that the team is working smoothly.

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    Add Agents and Team Supervisors to Digital Connect

    Agents are assigned conversations and interact with customers as needed to resolve support issues. Team Supervisors can perform all agent-related activities, access reports, and make sure that the team is working smoothly.

    • To add a new chat agent or team supervisor, click on Users in left navigation pane and then click on Create User.
    • Fill in the agent’s or team supervisor’s name, email address, role ( each user role has different permissions in Digital Connect) , and mobile number and click Submit.
    • Your agent or supervisor will receive an invitation email which will include login credentials to access Digital Connect.

    Only Admin can create agents and team supervisors. Please ensure you have licenses available in your plan before creating agents and team supervisors. Your total purchased and remaining user licenses will be visible at the time of creating agent or supervisor account.

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  • Users and Teams

    Learn all about creating and deleting users and teams and user roles and permissions in Digital Connect.

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