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AurionAI

What your role allows in the inbox

6 min readBy Emmanuel Yazbeck

Who sees this: Inbox — profiles Helpdesk and AI Voice + Helpdesk. Roles: all roles. The AI Voice profile has no inbox.

Your base role decides which actions you see in the inbox. This article lists the inbox actions for each base role. For the base roles in general, and for what each role sees in the rest of the dashboard, read Roles and what they can do.

Prerequisites

  • You are signed in to your organization.
  • To find your base role, select your name or picture in the top bar. The user menu shows your role. The role name in this menu is always in English. Tenant Owner in this menu means the Owner role.

Inbox actions by role

"Admin" in this table means both Admin and Owner.

Action Read-only Agent Supervisor Admin
Open and read conversations Yes Yes Yes Yes
Mark conversations as read or unread Yes Yes Yes Yes
Reply, write internal notes, change status, priority and tags No Yes Yes Yes
Mark as spam or not spam No Yes Yes Yes
Archive and unarchive No Yes Yes Yes
Share a conversation link No Yes Yes Yes
Create a task from a conversation No Yes Yes Yes
Link conversations, and create a child ticket for an outside vendor No Yes Yes Yes
Start a new conversation No Yes Yes Yes
Assign a conversation to yourself No Yes Yes Yes
Assign a conversation to someone else, or remove the assignee No No Yes Yes
Choose who gets a new conversation No No Yes Yes
Escalate a conversation to a team No No Yes Yes
Create a child ticket for another team No No Yes Yes
Reply in the name of a colleague No No Yes Yes
Close a resolved conversation No No Yes Yes
Book a meeting from a conversation No Yes No Yes
Resolve a conversation that still has open tasks or child tickets No No No Yes
Delete and restore conversations No No No Yes
Run a workflow on a conversation No No No Yes
Merge conversations No No No Yes
Create saved replies No No No Yes

When an action is not allowed, its button or menu item does not appear. For example, a Read-only user sees no reply box and no Assign to me button in a conversation.

Extra permissions from additional roles

An administrator can give you more permissions with additional roles, without changing your base role. In the inbox, an additional role can unlock these actions:

  • Manage conversations: reply, write notes, change status, priority and tags, mark as spam, share, create tasks, link conversations, and create child tickets for an outside vendor. This also works for a Read-only user.
  • Archive conversations: archive and unarchive. Manage conversations alone does not include archiving.
  • Delete conversations: delete and restore, also for a role that is not an administrator.
  • Merge conversations: merge, also for a role that is not an administrator.
  • View workflows and Publish workflows together: run a workflow on a conversation.
  • View meetings: see the Meetings tab of a conversation.
  • Manage meetings: book a meeting from a conversation. A Supervisor user needs this permission to book meetings.

Other articles of this guide name these permissions for work outside the inbox:

  • Manage tasks: change tasks, comment on them and send them by email. Read Manage your tasks.
  • Delete tasks: delete tasks.
  • Set availability: change your own status, also for a Read-only user. Read Set your status.
  • Manage contacts and Delete contacts: create and edit contacts, or delete and restore them.
  • Manage companies and Delete companies: create and edit companies, or delete and restore them.
  • Publish articles: publish, unpublish and roll back knowledge base articles, and manage collections and tags. The Agent and Supervisor roles write drafts, also with the KB Creator, but do not have this permission.
  • View conversations: open voice calls in Voice Conversations.
  • Access call recordings: play and download call recordings.

Some actions depend only on your base role. No additional role changes them:

  • Assigning a conversation to yourself needs the Agent, Supervisor or an administrator base role.
  • Starting a new conversation needs the Agent, Supervisor or an administrator base role. A Read-only user does not get the button, even with Manage conversations.
  • These actions need the Supervisor or an administrator base role: assigning a conversation to someone else, removing the assignee, choosing who gets a new conversation, escalating to a team, creating a child ticket for another team, replying in the name of a colleague, and closing a resolved conversation.
  • Resolving a conversation that still has open tasks or child tickets needs an administrator base role.

If you need one of these permissions, ask your administrator and name the permission. Administrators manage additional roles on the Roles page in Configuration. Read Roles and custom permissions.

  • A conversation link made with the share button opens a separate page. People who open it can read the conversation. If the link allows it, they can also add a comment. They cannot reply or change the conversation. Read Share a conversation with a link.
  • If someone sends you an inbox link that ends in shared=1, the inbox opens read-only for you, whatever your role.

Result

You know which inbox actions your role allows and how to get more access.

If something goes wrong

  • A button from this manual is missing. Your role does not allow the action. Compare your role with the table above, and ask your administrator.
  • You have the right role, but the inbox is read-only. Check the address of the page. If it ends in shared=1, open Inbox from the sidebar instead.
  • You see the action, but an error message appears when you use it. Your administrator may have changed your role while you were signed in. Sign out and sign in again.
  • Inbox is not in the sidebar. Your organization may use the AI Voice profile, which has no inbox. Read Product profiles.

Still stuck? Submit a request or .