Home Account, users and permissions User Permissions/Profiles in Cloud Chat

User Permissions/Profiles in Cloud Chat

Last updated on Sep 02, 2026

Cloud Chat offers five access profiles for users. Each profile has specific permissions designed for different operational roles.

Quick Summary

Permission Assistant Agent Supervisor CX Engineer Administrator
View and respond to assigned conversations ✅ ✅ ✅ ✅ ✅
View unassigned conversations (within your inboxes) ✅ ✅ ✅ ✅ ✅
View "All" tab (all conversations in the account) ❌ ✅ ✅ ✅ ✅
Assign conversations to other agents ❌ ✅ ✅ ✅ ✅
Create and edit own shortcuts and macros ❌ ✅ ✅ ✅ ✅
Create custom filters ❌ ✅ ✅ ✅ ✅
Edit other users' filters ❌ ❌ ✅ ✅ ✅
Access and download reports ❌ ❌ ✅ ✅ ✅
Manage campaigns (create, edit, delete) ❌ ❌ ✅ ✅ ✅
Import contacts ❌ ❌ ✅ ✅ ✅
Access CSAT data (surveys and metrics) ❌ ❌ ✅ ✅ ✅
Access tenant settings ❌ ❌ ❌ ✅ ✅
Access Claudia (AI platform) ❌ ❌ ❌ ✅ ✅
Configure AI agents, tools, and MCP ❌ ❌ ❌ ✅ ✅
Manage AI knowledge bases ❌ ❌ ❌ ✅ ✅
Export/delete contacts in bulk ❌ ❌ ❌ ❌ ✅
Create and edit users ❌ ❌ ❌ ❌ ✅
Configure inboxes ❌ ❌ ❌ ❌ ✅
Configure webhooks and integrations ❌ ❌ ❌ ❌ ✅
Manage subscription and billing ❌ ❌ ❌ ❌ ✅

Detailed Profile Descriptions

Assistant

The most limited profile, often used in outsourcing/BPO teams.

  • View and respond only to conversations directly assigned to them or unassigned conversations within their inboxes.

  • Does not access the "All" tab (cannot see conversations from other inboxes or agents).

  • Can view existing shortcuts but cannot create or edit them.

  • Does not access reports or campaigns.

Agent

Standard profile for customer-facing agents.

  • View and respond to conversations assigned to them.

  • Can view unassigned conversations and take them.

  • View all conversations in the account via the "All" tab.

  • Can assign conversations to other agents.

  • Creates and edits their own shortcuts, macros, and custom filters.

  • Does not access reports or manage campaigns.

Supervisor

Includes all Agent permissions, with additional operational management and analysis capabilities.

  • Access and download all reports in the account.

  • Access CSAT surveys and metrics.

  • Manage campaigns (create, edit, delete).

  • Import contacts.

  • Edit and delete custom filters of any user in the account.

  • Does not access Claudia (AI platform) or tenant settings — these are exclusive to CX Engineer and Administrator.

CX Engineer

Technical profile for teams configuring and operating the AI platform (Claudia). Has all Supervisor permissions plus exclusive access to AI intelligence layer.

All Supervisor can do, plus:

  • Full access to Claudia — the AI platform of Cloud Chat. This includes:

    • Configure and manage AI agents

    • Configure tools and MCP connectors

    • Manage knowledge bases used by AI

  • Tenant settings — access and edit account parameters not available to Supervisors.

In practice: Supervisors manage operational aspects (reports, campaigns, contacts). CX Engineers do all that and also configure "how AI behaves" — controlled flows, available tools for AI agents, knowledge sources, etc.

Administrator

Full access to all system resources.

  • Create, edit, and remove users.

  • Configure and manage inboxes, including WhatsApp templates and reconnects.

  • Configure webhooks, integrations, and bots.

  • Access and download all reports.

  • Manage campaigns and import/export contacts.

  • Manage account subscription and billing.

  • Configure tags, teams, and all global account resources.

  • Full access to Claudia and tenant settings.

Frequently Asked Questions

Can I have more than one Administrator? Yes. There is no limit to the number of admins per account.

What is the difference between Assistant and Agent? The Assistant only sees conversations assigned to them or unassigned within their inboxes. The Agent sees all conversations in the account via the "All" tab and can assign conversations to others.

What is the difference between Supervisor and CX Engineer? The CX Engineer has all Supervisor permissions. The difference is in access to Claudia (AI platform): only the CX Engineer (and Administrator) can configure AI agents, tools, MCP connectors, and knowledge bases. Supervisors do not have access to these configurations.

Can a Supervisor access Claudia? No. Access to Claudia is exclusive to CX Engineer and Administrator profiles.

Can CX Engineer create users or configure inboxes? No. These actions are exclusive to the Administrator profile.

Can a Supervisor create campaigns? Yes. Both Supervisor and CX Engineer have full access to manage campaigns (create, edit, delete).