Role Based Access Control¶
Vyom uses roles to decide what each person in your organisation can see and do. This page explains the four roles, what each one can do, and how groups limit which agents a person can work with.
The four roles¶
Each role can do everything the role below it can do, and more.
| Role | Who it is usually for | What it adds |
|---|---|---|
| Tenant Viewer | Operations and campaign staff | The starting role. View agents, launch outbound calls, review call history and insights. |
| Tenant Supervisor | Team leads | Everything a Viewer can do, plus watch live calls, join them or take them over, and review message history. |
| Tenant Developer | Solution builders | Everything a Supervisor can do, plus build and edit agents, and set up messaging and telephony. |
| Tenant Admin | Your organisation's administrator | Everything a Developer can do, plus manage people, groups, your organisation's profile, billing rates, and data retention. |
Your role decides which menu items you see. The menu for each role is shown in Getting Started.
What each role can do¶
| What you want to do | Lowest role that can do it |
|---|---|
| View agents and their settings | Tenant Viewer |
| Launch outbound calls: Call Now, schedules and event triggers | Tenant Viewer |
| Review Agent Call History and Agent Insights | Tenant Viewer |
| Use Test Scenarios | Tenant Developer |
| View, create and manage Knowledge Bases | Tenant Viewer (see the note below) |
| Watch live calls, join a call, take a call over | Tenant Supervisor |
| See the Call FW & Escalations history | Tenant Supervisor |
| See Messaging History (emails and WhatsApp messages sent) | Tenant Supervisor |
| Create, edit, duplicate, activate, deactivate and delete agents | Tenant Developer |
| Attach knowledge to an agent | Tenant Developer |
| Enter AI provider credentials | Tenant Developer |
| Set up email and WhatsApp (accounts and templates) | Tenant Developer |
| Set up telephony: SIP trunks, phone numbers, dispatch rules | Tenant Developer |
| Change a person's role | Tenant Admin |
| Create groups and choose who is in them | Tenant Admin |
| Put an agent into a group | Tenant Admin |
| Edit your Organization Profile | Tenant Admin |
| Set your data retention and erase a customer's data | Tenant Admin |
| Manage your organisation's Billing Rates | Tenant Admin |
Knowledge Bases
Today, any role can create and delete a knowledge base and upload documents to it. Plan for your Developers to manage knowledge bases and for everyone else to use them.
Launching outbound calls places real calls
A Tenant Viewer can start real calls to your customers with Call Now. Give the Viewer role only to people you trust to do that.
How people get a role¶
| Situation | Role |
|---|---|
| The person who registered your organisation | Tenant Admin |
| Anyone else, the first time they sign in | Tenant Viewer |
| After that | A Tenant Admin changes it in Manage Users |
Two rules protect your organisation:
- Only a Tenant Admin can change roles.
- You cannot lower the last remaining Tenant Admin. An organisation always has at least one.
When a role change takes effect
A new role applies the next time that person signs in. A person who is already signed in keeps their current access until then, for up to 8 hours.
Groups: which agents a person can work with¶
Roles say what a person can do. Groups say which agents they can do it to. Use them when different teams look after different agents, for example Collections and Customer Service.
- An agent belongs to one group, or to none.
- A person can belong to more than one group.
- An agent with no group can be opened by everyone in your organisation.
- Tenant Admins can open every agent, whatever the group.
See Manage Users & Groups for how to set groups up, and what they do and do not limit today.
If something goes wrong¶
| What you see | What it means and what to do |
|---|---|
| A menu item is missing | Your role does not include it. Ask a Tenant Admin to change your role. |
| "You do not have permission" | The action needs a higher role. Ask a Tenant Admin. |
| "This agent is not in a group you have access to." | The agent belongs to a group you are not in. Ask a Tenant Admin to add you to the group. |
| Your new role does not seem to apply | Sign out and sign in again. |