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AurionAI

Roles and custom permissions

5 min readBy Emmanuel Yazbeck

The Roles & Permissions page shows every role in your organization. Use it to create custom roles with the permissions that you choose. You then give these roles to users as additional roles.

Availability: all profiles. Administrators only.

Prerequisites

  • You have the Owner or Admin role.
  • The page is available in every product profile and on every plan.

How roles work

AurionAI has two kinds of roles:

  • Base role. Every user has exactly one base role: Owner, Admin, Supervisor, Agent or Read-only. You set the base role on the Users page. On the Roles & Permissions page, base roles are read-only.
  • Additional roles. These roles are optional. They add permissions to the base role of a user. The Type column shows Add-on for a role that comes with AurionAI and Custom for a role that your organization created.

A user has the permissions of the base role plus the permissions of every additional role. Owner and Admin already have every permission, with one exception for Owner: the Owner role does not see Voice Conversations. For a description of each base role, read Roles and what they can do.

An add-on role comes with AurionAI. For example, the add-on role Billing gives the permissions View billing and Manage billing. You cannot edit or delete an add-on role.

A custom role can inherit from another role. It then has its own permissions plus the permissions of the parent role and of every role above the parent.

Open the roles page

  1. In the sidebar, select Configuration.
  2. Open the Identity & Access category.
  3. Select Roles.

The list shows each role with the columns Name, Type, Permissions, Members and Actions. The base roles come first. Their type is Base role.

To see all permissions of a role, select View on its row. Select Hide to close the details.

The Roles & Permissions page with the form to create a role and the list of roles.

Permissions that you can give

The permissions are grouped by area. Each area has permissions to view, to manage and sometimes to delete. Some areas appear only for some product profiles.

These areas appear in every product profile:

  • Contacts and Companies
  • Billing and Usage
  • Configuration and Roles
  • Knowledge Base
  • Webhooks and Workflows
  • Analytics and Notifications

These areas appear only in the Helpdesk and AI Voice + Helpdesk profiles:

  • Conversations and Tags
  • Teams and Agent Management
  • Tasks and Meetings
  • SLA and Business Hours
  • Custom Fields and Channels
  • Automation

These areas appear only for voice organizations:

  • Calls: in the AI Voice and AI Voice + Helpdesk profiles.
  • ITSM Integration: in the AI Voice profile, when your organization uses an ITSM tool.
  • CS Integration: in the AI Voice profile, when your organization uses a customer service tool.

Some permissions need attention:

  • Manage roles lets a user create, edit and assign roles.
  • Look up callers by phone number lets a user search calls by the phone number of a caller. Each search is written to the audit log.
  • Access call recordings gives access to call recordings.

A custom role cannot have Full access. Only the Owner and Admin base roles have full access, with the exceptions in How roles work.

Create a custom role

  1. In Role name, enter a name for the role.
  2. Optional: in Description, enter a short description.
  3. Optional: in Inherits from, select a role to inherit from. Keep No parent role for a role without a parent.
  4. Select the Permissions field. A list of permissions opens.
  5. Optional: type a word in the search field to find a permission.
  6. Select the check box of each permission that the role gives.
  7. Select Create Role.

The list of permissions, grouped by area.

The message Role created appears. The new role appears in the list with the type Custom.

Edit a custom role

  1. On the row of the role, select View. The Edit Role panel opens below the row.
  2. Change the name, the description, the parent role or the permissions. To remove a permission, select the cross on its label.
  3. Select Save.

The message Role updated appears. On an add-on role, the panel shows System roles are read-only. and has no save button.

Delete a custom role

  1. On the row of the role, select the delete icon.
  2. Read the message. If users have the role, the message tells you how many.
  3. Select Delete.

The users who had the role lose its permissions at once. Their base role does not change. You cannot undo this action.

Give a role to a user

You give additional roles on the Users page, not on this page. Read Invite and manage users.

Result

The list shows the new or changed role. The Members column shows how many users have each role.

A change to a role applies at once to every user who has the role. It also applies to users of the roles that inherit from it.

If something goes wrong

  • Failed to create role or Failed to update role. Check these causes:
    • Another role already has the same name. Choose a different name.
    • The parent role has Full access. A custom role cannot inherit from a role with full access. Choose another parent.
    • The parent role inherits from the role that you edit. A role cannot inherit from itself. Choose another parent.
  • Create Role is inactive. Enter a name first.
  • The delete icon is missing. Base roles and add-on roles cannot be deleted. Only custom roles have the delete icon.
  • A permission area is missing in the list. Some areas depend on your product profile. Read Permissions that you can give.
  • A permission shows Non-canonical permission (legacy). The role has an old permission that AurionAI no longer uses. Remove it and save the role.
  • Failed to load permissions. The permission list could not load. Reload the page.

Still stuck? Submit a request or .