Manage Users and Audience

To start using the instance you need to setup minimum of one user. The registering user will be the super admin user.

Users with Roles Needed

1. Bot For Answering from Knowledge

Role	Responsibilities	Required
Knowledge Admin/Knowledge Analyst	Ability to ingest knowledge into the bot.	No
Bot User	Test the bot (Minimum 1). If audience-based testing is needed, users from different audience groups are required.	No
Super Admin	In test scenarios, the Super Admin can upload knowledge and test the bot without additional users.	-

2. For Helpdesk

Role	Responsibilities	Required
Ticket User	Able to report tickets	Yes
Ticket Agent	Service reported tickets. Minimum 1 per queue	Yes
Ticket Agent Supervisor	Service reported tickets and Supervise ticket agents	Yes
Ticket Admin	Add / remove agents and supervisors from ticket queues	No

3. For Live Chat

Role	Responsibilities	Required
Bot User	Use the bot (Minimum 1). Escalate to live chat	No
Live Chat Agent	Ability to chat with the bot users.	Yes
Live Chat Supervisor	Supervise live chat agents	No
Live Chat Admin	Manage live chat configurations. Super admin can do this role	No

4. For Insights

Role	Responsibilities	Required
Ticket Agent	Use the insights (Minimum 1).	Yes
Ticket Agent Supervisor	Supervise ticket agents	No
Insights Admin	Manage insights configurations. Ticketing integration. Super admin can do this role	No

5. For Knowledge and Enterprise Search

Role	Responsibilities	Required
User	Use the search (Minimum 1).	Yes
Search Admin	Manage search configurations. Super admin can do this role	No

Creating/Inviting Users

For creating the above users please refer Users management

Managing Audience

For creating and managing audience please refer Audience Management