Roles & Permissions

Roles determine what users can see and do inside the Palera platform. This ensures secure access control and operational efficiency.There are default roles within the organization and client, custom roles with custom names and permissions can also be created and assigned to users.

Written By Thando Nomvungu

Last updated 21 days ago

An organization represents the BPO or contact center environment managing multiple clients. Users at this level, including agents and supervisors, handle conversations across client accounts. A client represents an individual business or entity supported by the organization. Client users operate within their own environment and have access to more detailed, account-specific information and extended functionality, enabling them to handle specialized queries when conversations are escalated.

Role types include:

Organization:

  • Super Admin – Can monitor agents, view reports, manage conversations

  • Agent – Responds to chats and handles customer queries

The table below lists the permissions that are granted to users using the platform’s Super Admin and Agent roles.

Permission

Super Admin

Agent

  Permission

Super Admin

Agent

Join conversations

✅

✅

View campaigns

✅

Disposition conversations

✅

✅

Create and manage WhatsApp campaigns

✅

View transcripts

✅

✅

Create and manage Text campaigns

✅

View conversation logs

✅

Manage users

✅

Handle conversations and assign dispositions

✅

✅

Clear user conversations

✅

Transfer conversations to client users

✅

✅

Log out other users

✅

Schedule follow-up messages

✅

View live reports

✅

Configure communication channels

✅

Schedule and stop scheduled reports

✅

Manage clients

✅

View organization details

✅

Manage dispositions

✅

Update organization details

✅

Generate and view client reports

✅

Configure Twilio settings

✅

Manage client users

✅

Create and manage roles

✅

Set up or delete AI agents

✅

Client:

  • Client Admin – Has admin level access to the client 

  • Client User – Can only reply to conversations and cannot access client details

  • Client Agent – Can only reply to conversations and cannot access client details

The table below lists the permissions that are granted to teammates using the Client Admin, Client Agent, and Client User roles.

Permissions

Client Admin

Client Agent

Client  User

Platform Activity

Join conversations

✅

✅

✅

Disposition conversations

✅

✅

✅

View transcripts

✅

✅

✅

Conversations

Handle conversations and assign dispositions

✅

✅

✅

Transfer conversations to client users

✅

✅

✅

Client Management

Configure communication channels

✅

Assigning or Editing Roles

  1. Go to Organization.

  2. Select Roles and Permissions.

  3. Choose the default ‘Agent’ or ‘Super Admin’ or click ‘create a new role’ to create a fully customized role.

  4. Select permissions that custom role has

  5. Save changes and assign the role to a new user or select it when editing an existing user’s role.

Changes take effect immediately.

Security Tip

Only assign Administrator roles to trusted users who are responsible for system-level changes.