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Roles and permissions

CXP uses tenant-scoped roles to decide what you can see and change. If you have more than one role, their permissions combine: adding Viewer to Agent keeps Agent permissions. Owner and Admin have the same permissions.

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Customer work

All six roles can read Conversations, Contacts, Organizations, Search, and Dashboard across their own organization. Read access includes category labels, custom-field values, linked records, history, and available attachments and recordings. It does not grant access to the Settings pages that configure those fields or categories. User and Viewer do not have Ready, Not ready, or Off duty controls and cannot receive routed agent work. Their customer permissions match, but User retains Insights build and Analyst access while Viewer does not.

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Agent Workload — Coming soon

Owner, Admin, and Team Lead can open Reporting → Agent Workload, including all reportable teams in their organization, not just teams they belong to. Agent, User, and Viewer retain Dashboard but cannot open Agent Workload. This access does not grant general Settings or Teams administration. The same role rule applies to connected-app workload requests using the existing Read CXP data permission. No new connection permission or reconnection is required. Until this update is deployed, Agent Workload remains Owner/Admin-only.

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Permitted personal actions

Customer read-only access preserves these existing actions:

• Preview or download available attachments and recordings, export Search results, and download conversation history.
• Follow or unfollow a conversation as yourself.
• Edit your own supported profile fields and photo.
• Use existing browser-local theme, layout, filter, and tab settings.

These exceptions do not allow editing another person’s profile, signature, follower membership, or notification state, or sending a customer reply. User and Viewer cannot create, edit, delete, or reorder personal saved Views, or save capability-backed preferences such as notification cues. Their profile hides Views, Notifications, Email signature, and agent availability. Old Views or Notifications bookmarks open General. The work-notification bell and agent status dots are hidden too. Saved signatures and preferences are retained, and existing signature and notification receipt APIs remain unchanged. Empty navigation section headings are hidden. Agent and Team Lead keep their personal Views, preferences, signature editor, and work alerts; combined roles retain their permitted features. Conversation follower emails are separate from the work-notification bell. Existing delivery remains unchanged: Viewer followers can receive email-message, internal-note, and status updates according to their preferences. User is not currently eligible for follower emails; this first stage does not change that limitation.

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Configuration and Insights — Coming soon

Only Owner and Admin can access Concierge configuration, Skills, Optimization Agent, Knowledge reading/management, Integrations navigation, Teams, Categories, Settings, music configuration, and company/team signature configuration in CXP. Agent and Team Lead retain operational Agent Assist and the lookup data needed for customer work. Personal signature APIs and signatures applied to replies remain available under their existing rules. The table below describes Insights permissions in the built-in CXP workspace and applicable Plugin tools. Some organizations still use Applied Insights as a link that opens the legacy app in a new tab. That destination applies its existing permissions; CXP role restrictions are not transferred through the link. When the built-in workspace is unavailable, User and Viewer have the same normal CXP navigation and customer-work controls. User’s additional build permission still applies to Analyst through the Plugin. The separate follower-email exception above remains unchanged. This role update does not enable the built-in workspace for your organization. Insights keeps its existing permissions: Reading the latest saved result, including results generated by another person in your organization, does not run a widget. Fetching fresh source data by running or refreshing a widget requires the existing build permission. No new Insights permission is introduced. The legacy app’s permissions and shared Optimization Agent backend access remain unchanged. Restricting CXP navigation does not revoke separately authorized legacy-app access. The CXP Plugin continues to apply its approved connection permissions together with your current role. User/Viewer can read Conversations, but Modify CXP data does not let them edit Conversations or add notes. This role alignment does not require reconnecting or choosing new OAuth permissions.

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Permission changes

After an administrator changes your assigned roles, refresh or sign in again if the session does not immediately reflect your access.