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Define user access

Last Update: Oct 2024 • Est. Read Time: 3 MIN
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The first step in customizing a permission set is determining the access level you want to grant your users. The following three access levels are available:

Access Level
Explanation
All Access
User will have full access or visibility into this object or product area.

Example: User has access to all conversations.
No Access
User will not have any access or visibility into this object or product area.

Example: User cannot access conversations.


Define what users can do

You can define exactly what your users can and cannot do within Kustomer. When duplicating a default permission set, these settings are inherited and will be pre-selected based on what is already selected in the existing default permission set. You can customize these settings to fit your organizational needs better. 

Note: These options are not selected when creating a new custom permission set since access to the platform is denied by default.

PermissionDescription
Read/ViewUser can only view the specified object or product area.

Example: User can view customer data within the platform.
CreateUser can create that type of object.

Example: User can create a customer in the platform.
UpdateUser can make updates on that object or within that product area.

Example: User can edit any existing customer data.
DeleteUser can perform deletions in the specified object or product area.

Example: User can delete a customer profile.


Attribute permissions

Once you define the level of access a user has to a standard or custom object, you can also define whether a user can view or edit a particular attribute in the object. By default, users will have access to all of the attributes in an object that they can access.

Define additional user actions

Along with general permissions, you can assign access to additional actions a user can take on that object or specific product area. These actions are specific to the area you are creating the permission set for and are completely optional when creating a permission set. 

Object/AreaAdditional access toDescription
CompanyShow Edit Company Attributes windowUser can access the Edit Company Attributes window. This setting requires Read access.
CustomerMerge CustomersUser can merge customer profiles
Show Edit Customer Attributes windowUser can access the Edit Customer Attributes window. This setting requires Read access.
ConversationMerge/Split ConversationsUser can merge or split conversations.
Redact MessagesUser can redact a message within a conversation. This is a permanent action.
Forward ConversationsUser can forward a conversation to another user.
Resend SurveyUser can resend a Satisfaction survey.
Show Edit Conversation Attributes windowUser can access the Edit Conversation Attributes window. This setting requires Read access.
Delete Comments in Social Media AppsUser can delete an Instagram comment from both Instagram and the customer's timeline.
ReportingExport ReportsUser can export reporting data.
View User PerformanceUser can view their personal performance metrics.
View Team PulseUser can view the Team Pulse report (only available on Ultimate plans).
SearchesExport SearchesUser can export search results.
Global SearchUser has access to global search.
Bulk ActionsUser has access to bulk actions, such as sending messages or bulk updating conversation attributes.
Search Criteria PreviewUser can create and edit a search filter, but not save the search.

You can also allow a user access to specific settings and management pages within the product. For example, you can provide the specific users in your organization who write help articles access to all of the Knowledge Base pages. 

Below is a list of the available settings and management pages to which you can allow additional access.

Object/AreaSub-CategoryAdditional Access to
AppsShopify ActionsReturn and Cancel actions from the Shopify Insight Card
Channel Management
Settings Pages for Channels
Content ManagementKnowledge BaseAll Knowledge Base Settings Pages
BrandsBrands Settings Page
ShortcutsShortcuts Settings Page
TemplatesEmail Templates Settings Page
Proactive MessagingProactive Messaging Settings Page
SnippetsSnippets Settings Page
TagsTag Settings Page
Klass ManagementKlassesKlass Settings Page
Kustomer IQConversation Classification
Conversation Classification Settings Page
Conversational AssistantsConversational Assistants Settings page
Conversational Assistants IntentConversational Intents in the Conversational Assistants Settings page
PersonalAccountAccount Settings Page
Reporting
Report Permissions Settings Page
Searches
Search Settings Page
Security
Manage API Keys, Org Logging, and the Authentication Settings Page
System SettingsOrganization and LocalizationGeneral Settings Page
Localization Settings Page
Conversation StatusConversation Status Settings Page
Queues & RoutingQueues & Routing Settings Page
WorkflowsWorkflows Settings Page
Business RulesBusiness Rules Settings Page
SLAsService Level Agreements Settings Page
Business SchedulesBusiness Schedules Settings Page
BillingBilling Settings Page
Audit LogsAudit Logs Settings Page
SatisfactionSatisfaction Settings Page
User ManagementUsersUsers Settings Page
TeamsUsers Settings Page
WebhooksInbound WebhooksInbound Webhooks Settings Page
Outbound WebhooksOutbound Webhooks Settings Page