All users need to be assigned a Role when they are added to an account. The Role defines the permissions that are allotted to each user in Interact and the activities that the user is authorized to perform.

The Interact Server supports:

  • System Roles that provide the user with specific permissions that enable control and management, as well as access to various components of the system or an account. As detailed below, System Roles are pre-defined and hierarchical, so that a higher-level Role includes all of the permissions that are available to the Role(s) below it.
  • Custom Roles that provide the user with runtime access to specific Applications and Flows associated with the account. Custom Roles are primarily used to limit access by Agents to specific functionality only. They are not dependent on any System Roles. You can assign multiple Custom Roles to a user. For more details, click here.
    Note: Custom Role access restrictions are only effective when working with secured Applications and Flows.


About the Roles Page

The Roles page displays the System and Custom Roles currently associated with the account and enables you to add new Roles or edit the details of existing Roles:

Item Feature Description
1 Add Role Enables creation of new Custom Roles for the current account.

Only users with Account Admin Role can create a new Role. For more details, click here.
2 Role List Displays Roles for the current account.
  • Name. The name of the System or Custom Role. Clicking on a Custom Role name opens the Access Permissions page for that Role, enabling you to view and update its settings.
  • Description. A simple description for each Role. For complete details about a specific System Role, see below.
  • Type. Indicates whether the Role is a System Role or a Custom Role.

The list is displayed with Roles sorted by Name in ascending order by default. You can also sort the list by the other columns by clicking on the relevant column heading, in ascending or descending order.
3 Search Box Enables searching the list for any Roles that match letter in their name.


Predefined System Roles

Role Permissions
System Admin Users with this Role are permitted to perform all operations in any account in the system, as well as Interact server-related activities.

This is the highest-level Role, encompassing permissions of all other Interact Roles.
Account Admin Users with this Role are permitted to perform all operations related to control and management of the account, including:
  • Updating account information (except for license subscriptions)
  • Managing applications
  • Managing other users
  • Defining and updating global account settings (e.g., Chat, After Hours and Email settings)
  • Performing rollbacks to prior environment snapshots

This Role encompasses permissions of Flow Admin and subordinate Roles.
Flow Admin Users with this Role are permitted to perform all activities in the Admin Console that are relevant to Flow management.

Permitted activities involve not only managing the Flows themselves (e.g., changing status and organizing folders), but also working with Interact server resources that can be used in Flows (e.g., variables, Integration Points, images and themes) and performing deployments of resources and complete environments.

This Role encompasses permissions of Designer and subordinate Roles.
Note: This Role was formerly called Interaction Admin.
Designer Designers are permitted to perform all Interact server-related activities in the Designer, such as creating, publishing and running Flows, viewing related Interact server resources (e.g., system variables, Integration Points and RPA services).

While Designers can access the Admin Console, they are restricted to read-only privileges.

This Role encompasses permissions of Agent and subordinate Roles.
Agent Agents are permitted access to the Interact Server clients (e.g., Mobile, Web and Agent) and to run published Flows.

Agents are not authorized to access the Admin Console.
VXML Connector Admin Users with this Role are permitted to view and update all account management menus and most communication settings menus (e.g., Chat, Email, etc.). However, they have limited access to Interact server resources.

For more detailed information about this Role, refer to Administration for VXML Connector Users.

For activity-level permission details enabled by default for each user Role, refer to Detailed Activity Permissions by User Role.