Roles and Permissions

Manage access control by creating roles and assigning permissions that determine what actions agents can perform in Convrs.

Convrs uses Role-Based Access Control (RBAC), an industry-standard security model where permissions are assigned to roles rather than individual users. Each agent is assigned one or more roles, and inherits all permissions associated with those roles. This approach simplifies access management, improves security, and supports compliance requirements.

Understanding Roles and Permissions

Learn the key concepts behind role-based access control and how it works in Convrs.

What is Role-Based Access Control?

Role-Based Access Control (RBAC) is a security model that restricts system access based on the roles assigned to users. The three fundamental components are:

• Users (Agents) - The people who need access to the system
• Roles - Named collections of permissions that represent job functions or responsibilities
• Permissions - Specific actions or capabilities that can be granted or denied

Instead of assigning permissions directly to each agent, you assign permissions to roles, then assign roles to agents. This creates a layer of abstraction that makes access management more scalable and maintainable.

The Principle of Least Privilege

The principle of least privilege is a fundamental security concept that states users should only be granted the minimum permissions necessary to perform their tasks. When configuring roles:

• Start with minimal permissions and add more only when needed
• Avoid granting broad administrative access when specific permissions would suffice
• Regularly review and remove permissions that are no longer required

Following this principle significantly reduces the risk of security breaches and data exposure.

Default Roles

Convrs comes with pre-configured roles that cover common use cases:

• Admin - Full administrative access to all system features and settings
• Agent - Standard agent permissions for handling chats and customer interactions

You can use these default roles as-is, modify their permissions, or create custom roles tailored to your organization's needs.

Managing Roles

Create and delete roles to match your organization's structure and access requirements.

Create a New Role

Create a custom role to define a specific set of permissions for a group of agents.

Steps:

1. Navigate to Administration > Roles and Permissions.
2. In the Create New Role section, enter a name in the Role Name field.
3. Click the Create New Role button.

Result: The new role is created with no permissions. You must then assign permissions to the role before it becomes useful.

Delete a Role

Remove a role that is no longer needed.

Steps:

1. Navigate to Administration > Roles and Permissions.
2. In the Delete a Role section, select the role from the dropdown.
3. Click the Delete Role button.

Result: The role is permanently deleted and will no longer be available for assignment.

Managing Permissions

Assign or remove permissions from roles to control what actions agents can perform.

Assign Permissions to a Role

Configure which permissions are granted to agents who have a specific role.

Steps:

1. Navigate to Administration > Roles and Permissions.
2. In the Permissions for Role section, select a role from the Role dropdown.
3. Use the dual list selector to move permissions between Available Permissions and Selected Permissions.
4. Select permissions in the left list and click the arrow buttons to add them to the role.
5. Select permissions in the right list and click the arrow buttons to remove them from the role.
6. Click the Update Permissions for Role button to save your changes.

Result: The role is updated with the new permission set. All agents assigned to this role will immediately have access to the newly granted permissions (or lose access to removed permissions).

Best Practices

Industry-standard guidelines for effective role and permission management.

Role Design Principles

Well-designed roles make access management easier and more secure:

• Align with business functions - Design roles around stable business functions rather than job titles. This ensures roles remain relevant even as your organization evolves.
• Use the 80/20 rule - If 80% of users with a role need 80% of its permissions, your role granularity is appropriate. If not, consider splitting or consolidating roles.
• Avoid role explosion - Too many roles increases administrative overhead and the risk of errors. Consolidate similar roles when possible.
• Allow multiple roles per user - Instead of creating a combined "Support-Admin" role, assign both "Support Agent" and "Admin" roles separately. This provides flexibility without bloating role definitions.

Regular Access Reviews

Periodic reviews help ensure roles align with current business needs and identify security risks:

• Quarterly reviews - Assess both role definitions and individual role assignments at least quarterly
• Review on role change - When an agent changes job function, review and update their role assignments
• Audit permission usage - Identify permissions that are rarely or never used and consider removing them
• Remove stale access - Promptly revoke access when agents leave the organization or change roles

Security Considerations

Protect your organization by following these security guidelines:

• Limit administrative roles - Keep the number of users with full administrative access to an absolute minimum
• Separate duties - Avoid giving a single role conflicting permissions (e.g., both creating and approving actions)
• Document changes - Maintain records of role and permission changes for compliance and audit purposes
• Test before deploying - Test permission changes in a controlled manner before applying to production roles

Permission Reference

A complete list of all available permissions in Convrs, organized by functional area.

Administration Permissions

Permissions for managing system-wide settings and configurations.

Agent Management Permissions

Permissions for managing agents and viewing agent-related information.

Chat Permissions

Permissions related to handling and managing customer conversations.

User Management Permissions

Permissions for managing end users (customers) in the system.

Bot and Flow Permissions

Permissions for creating and managing bots and conversation flows.

Channel and Integration Permissions

Permissions for managing communication channels and third-party integrations.

Messaging Permissions

Permissions for outbound messaging and campaigns.

Advanced Permissions

Permissions for advanced features and API access.

Related Topics

• Admin Guide
• Agent Management
• Manage Agent
• Business Unit