Possible roles in Live

Different roles can be assigned to each user profile on the Live platform.

The following table shows the sections enabled according to the assigned role.

Key info

If the user also has access to My Aivo, they will see the option "Go to Agentbot" available, which allows them to navigate between both platforms.
If more than one virtual assistant is implemented, use the multibot dropdown to select between them.
Any of the roles in the platform will have direct access to the Help Center.
Except for the Agent role, all other roles will have the ability to modify their own data in the user profile.
The Administrator role will be the only one able to assign the Administrator role to another user, either when creating or editing a profile.
Only the Administrator and Supervisor roles can modify the profile photo of Agents. This change is made from the Users section.
All roles, except the Supervisor or Administrator, will be able to change the connection status.

Discover below the specific scope of each role:

Agent: In the left-hand side menu, the Agent will see the Chat icon, where conversations are managed when a customer contacts them. Additionally, if enabled, they will be able to initiate video calls with customers who communicate through the Web channel.

Furthermore, they will have access to the function of sending proactive messages and to the Settings section, where they can view available shortcuts and tags that can be used in their responses.

Agent Dashboard: This role has the same capabilities as the Agent role but with the additional ability to view the metrics Dashboard in the Reports section, similar to supervisory roles, though without access to the waiting sessions panel.

Coordinator: With this role, you can access the Chat section, respond to conversations as an Agent, and send proactive messages. Additionally, the coordinator will have access to the Reports section, the Clients list, and all modules in the entire Monitor section.

Agent Supervisor: This role includes all the functionalities of the Agent profile, adding other key actions such as:

Access each module in the Monitor section.
Transfer conversations from the Monitor > Agents section.
Consult the full Reports section
Create and configure
1. Users: They cannot create users with the Administrator role or assign it.
2. Groups,
3. Triggers,
4. Shortcuts, and
5. Messages.
Enable the Video Call feature in Live, along with recording storage.
Connect the Engage application.
View the list of Clients who were served in Live.

Supervisor: This role has the same scope as the Agent Supervisor, except for the option to receive conversations and send proactive messages. Moreover, it can change agents' profile photos.

Administrator: When you log in, you will see the metrics dashboard directly. You have full access to the following sections: Monitor, Reports, Groups, Settings, and the list of Clients who were served in Live.

Also, like the Supervisor role, they can edit agents' profile photos.

This is the only role with the ability to assign the Administrator role to another user, whether when creating or editing a profile, viewing the activity log in the Users section, or accessing General Settings.