Define user access
Last Update: Oct 2024 • Est. Read Time: 3 MINThe 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.
Permission | Description |
Read/View | User can only view the specified object or product area. Example: User can view customer data within the platform. |
Create | User can create that type of object. Example: User can create a customer in the platform. |
Update | User can make updates on that object or within that product area. Example: User can edit any existing customer data. |
Delete | User 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/Area | Additional access to | Description |
Company | Show Edit Company Attributes window | User can access the Edit Company Attributes window. This setting requires Read access. |
Customer | Merge Customers | User can merge customer profiles |
Show Edit Customer Attributes window | User can access the Edit Customer Attributes window. This setting requires Read access. | |
Conversation | Merge/Split Conversations | User can merge or split conversations. |
Redact Messages | User can redact a message within a conversation. This is a permanent action. | |
Forward Conversations | User can forward a conversation to another user. | |
Resend Survey | User can resend a Satisfaction survey. | |
Show Edit Conversation Attributes window | User can access the Edit Conversation Attributes window. This setting requires Read access. | |
Delete Comments in Social Media Apps | User can delete an Instagram comment from both Instagram and the customer's timeline. | |
Reporting | Export Reports | User can export reporting data. |
View User Performance | User can view their personal performance metrics. | |
View Team Pulse | User can view the Team Pulse report (only available on Ultimate plans). | |
Searches | Export Searches | User can export search results. |
Global Search | User has access to global search. | |
Bulk Actions | User has access to bulk actions, such as sending messages or bulk updating conversation attributes. | |
Search Criteria Preview | User 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/Area | Sub-Category | Additional Access to |
Apps | Shopify Actions | Return and Cancel actions from the Shopify Insight Card |
Channel Management | Settings Pages for Channels | |
Content Management | Knowledge Base | All Knowledge Base Settings Pages |
Brands | Brands Settings Page | |
Shortcuts | Shortcuts Settings Page | |
Templates | Email Templates Settings Page | |
Proactive Messaging | Proactive Messaging Settings Page | |
Snippets | Snippets Settings Page | |
Tags | Tag Settings Page | |
Klass Management | Klasses | Klass Settings Page |
Kustomer IQ | Conversation Classification | Conversation Classification Settings Page |
Conversational Assistants | Conversational Assistants Settings page | |
Conversational Assistants Intent | Conversational Intents in the Conversational Assistants Settings page | |
Personal | Account | Account Settings Page |
Reporting | Report Permissions Settings Page | |
Searches | Search Settings Page | |
Security | Manage API Keys, Org Logging, and the Authentication Settings Page | |
System Settings | Organization and Localization | General Settings Page |
Localization Settings Page | ||
Conversation Status | Conversation Status Settings Page | |
Queues & Routing | Queues & Routing Settings Page | |
Workflows | Workflows Settings Page | |
Business Rules | Business Rules Settings Page | |
SLAs | Service Level Agreements Settings Page | |
Business Schedules | Business Schedules Settings Page | |
Billing | Billing Settings Page | |
Audit Logs | Audit Logs Settings Page | |
Satisfaction | Satisfaction Settings Page | |
User Management | Users | Users Settings Page |
Teams | Users Settings Page | |
Webhooks | Inbound Webhooks | Inbound Webhooks Settings Page |
Outbound Webhooks | Outbound Webhooks Settings Page |