[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"initial-data":3,"kb:search:disabled":33,"kb:sectionPath:null:null:af-NA":36,"kb:categories:1:af-NA":37,"kb:brandArticles:1:0:af-NA":38,"kb:articleDetails:85:af-NA":45},[4,14],{"theme":5,"assets":11},{"color-primary":6,"color-page-bg":7,"color-page-bg-dark":8,"color-content-bg":7,"color-content-bg-hover":9,"color-text-default":10},"#e51728","#ffffff","#121212","#f6f9fc","#0a2540",{"logo":12,"favicon":13},"\u002Fknowledge-base\u002Fpleased-logo.svg","\u002Fknowledge-base\u002Fpleased-favicon.svg",[15],{"name":16,"code":17,"url":17,"displayOrder":18,"isActive":19,"inboundEmailDomains":20,"outboundEmailDomain":20,"publishSettings":21,"id":18},"Pleased","pleased",1,true,"@pleased.com",{"KB":22,"CHATBOT":29},{"publishedLanguages":23,"defaultLanguage":28},[24],{"name":25,"nameLocal":26,"locale":27},"English*","English","en",{"name":25,"nameLocal":26,"locale":27},{"publishedLanguages":30,"defaultLanguage":32},[31],{"name":25,"nameLocal":26,"locale":27},null,{"data":34,"total":35},[],0,[],[],{"content":39,"number":35,"size":40,"totalElements":35,"pageable":41,"last":19,"totalPages":35,"sort":44,"first":19,"numberOfElements":35,"empty":19},[],10,{"sort":42,"offset":35,"pageNumber":35,"pageSize":40,"paged":19,"unpaged":43},{"sorted":19,"empty":43,"unsorted":43},false,{"sorted":19,"empty":43,"unsorted":43},{"article":46,"sections":53,"category":57,"relatedArticles":60,"relatedTagsArticles":86},{"id":47,"brandId":18,"sectionId":40,"categoryId":32,"title":48,"body":49,"keywords":32,"position":47,"isCommentDisabled":32,"isDraft":43,"isPromoted":43,"upvotes":32,"downvotes":32,"isActive":19,"language":27,"englishVersion":19,"createdAt":50,"createdBy":51,"updatedAt":50,"updatedBy":51,"tags":32,"includeForAi":19,"authorName":52},85,"Creating roles for teammates","\u003Cp>A \u003Cstrong>role\u003C\u002Fstrong> is a bundle of permissions, and every user is assigned one. Roles decide what someone can view, edit and manage across tickets, chat, voice, the knowledge base, analytics and settings.\u003C\u002Fp>\u003Cp>Users cannot be given permissions directly — permissions belong to roles, and roles are assigned to users. As your team grows, this is what keeps access manageable.\u003C\u002Fp>\u003Ch2>The three default roles\u003C\u002Fh2>\u003Cp>\u003Cstrong>Admin\u003C\u002Fstrong> — Full access to every configuration. Assign to support and ops managers, and anyone setting up channels, workflows or categories.\u003C\u002Fp>\u003Cp>\u003Cstrong>Supervisor\u003C\u002Fstrong> — Team oversight: monitoring, reporting and supervision tools, usually scoped to their groups and brands.\u003C\u002Fp>\u003Cp>\u003Cstrong>Agent\u003C\u002Fstrong> — Day-to-day handling of tickets, chats and calls.\u003C\u002Fp>\u003Cp>If the defaults fit your team, you may never need a custom role.\u003C\u002Fp>\u003Ch2>What permissions cover\u003C\u002Fh2>\u003Cp>Permissions are individual capability toggles, grouped by function:\u003C\u002Fp>\u003Cul>\u003Cli>\u003Cstrong>Knowledge base\u003C\u002Fstrong> — Create, edit and delete articles; manage categories and article languages.\u003C\u002Fli>\u003Cli>\u003Cstrong>Chat and live chat supervision\u003C\u002Fstrong> — Chat monitor, chat triggers, chatbot editor, quick replies and agent settings.\u003C\u002Fli>\u003Cli>\u003Cstrong>Voice\u003C\u002Fstrong> — Voice chat monitor and IVR management.\u003C\u002Fli>\u003Cli>\u003Cstrong>Tickets, cases and automations\u003C\u002Fstrong> — Ticket categories, automations, ticket triggers and case management.\u003C\u002Fli>\u003Cli>\u003Cstrong>AI chat\u003C\u002Fstrong> — AI chat supervision and AI escalations.\u003C\u002Fli>\u003Cli>\u003Cstrong>Analytics and reports\u003C\u002Fstrong> — Analytics access, shift handover and agent availability.\u003C\u002Fli>\u003Cli>\u003Cstrong>Channel management\u003C\u002Fstrong> — Email, phone, WhatsApp, Facebook, Twitter and Telegram.\u003C\u002Fli>\u003Cli>\u003Cstrong>User and group management\u003C\u002Fstrong> — Users, roles, groups, brands and languages.\u003C\u002Fli>\u003C\u002Ful>\u003Ch2>Create a custom role\u003C\u002Fh2>\u003Col>\u003Cli>Go to \u003Cstrong>People Configuration\u003C\u002Fstrong>.\u003C\u002Fli>\u003Cli>Open \u003Cstrong>Roles\u003C\u002Fstrong>.\u003C\u002Fli>\u003Cli>Select \u003Cstrong>Add Role\u003C\u002Fstrong>.\u003C\u002Fli>\u003Cli>Give the role a clear name — \"Payments Supervisor\" beats \"Custom Role 2\".\u003C\u002Fli>\u003Cli>Work through the permission matrix, enabling only what the role genuinely needs.\u003C\u002Fli>\u003Cli>Save.\u003C\u002Fli>\u003Cli>The role becomes available when inviting users and when changing an existing user's role.\u003C\u002Fli>\u003C\u002Fol>\u003Ch2>Change a user's role\u003C\u002Fh2>\u003Col>\u003Cli>Go to \u003Cstrong>People Configuration > People\u003C\u002Fstrong>.\u003C\u002Fli>\u003Cli>Find the user.\u003C\u002Fli>\u003Cli>Change their assigned role.\u003C\u002Fli>\u003Cli>Save.\u003C\u002Fli>\u003Cli>The change applies to their next action in Pleased; ask them to refresh if they have the console open.\u003C\u002Fli>\u003C\u002Fol>\u003Ch2>Good practice\u003C\u002Fh2>\u003Cul>\u003Cli>\u003Cstrong>Grant the minimum that lets someone do their job.\u003C\u002Fstrong> It is easy to add a permission later and awkward to explain why someone deleted a category.\u003C\u002Fli>\u003Cli>\u003Cstrong>Build roles around jobs, not people.\u003C\u002Fstrong> \"KYC Agent\" survives staff changes; \"Sarah's permissions\" does not.\u003C\u002Fli>\u003Cli>\u003Cstrong>Review roles when your process changes.\u003C\u002Fstrong> New channels and new features bring new permissions that existing roles will not have.\u003C\u002Fli>\u003Cli>\u003Cstrong>Keep the number of custom roles small.\u003C\u002Fstrong> Every extra role is another thing to maintain.\u003C\u002Fli>\u003C\u002Ful>\u003Ch2>Troubleshooting\u003C\u002Fh2>\u003Cp>\u003Cstrong>A user cannot see a settings page.\u003C\u002Fstrong> Their role lacks the corresponding permission. Check the permission matrix for that role rather than changing their group.\u003C\u002Fp>\u003Cp>\u003Cstrong>A user cannot see a ticket view.\u003C\u002Fstrong> That is groups, not roles — see \u003Cstrong>Creating groups\u003C\u002Fstrong>.\u003C\u002Fp>","2026-08-21T16:00:18.000+00:00",16,"Manu Ustenko",[54],{"id":40,"brandId":18,"categoryId":55,"parentSectionId":32,"position":40,"title":56,"description":56,"titleTranslated":32,"descriptionTranslated":32,"sections":32,"articles":32,"isActive":19,"language":27,"englishVersion":19,"isInternal":43},3,"\tWorkspace Management",{"id":55,"brandId":18,"position":55,"title":58,"description":59,"titleTranslated":32,"descriptionTranslated":32,"isActive":19,"language":27,"englishVersion":19,"isInternal":43},"Getting Started","Getting Started with Pleased",[61,64,67,68,71,74,77,80,83],{"id":62,"brandId":18,"sectionId":40,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":63,"titleTranslated":32,"position":62,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},83,"Creating brands",{"id":65,"brandId":18,"sectionId":40,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":66,"titleTranslated":32,"position":65,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},84,"Creating groups",{"id":47,"brandId":18,"sectionId":40,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":48,"titleTranslated":32,"position":47,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},{"id":69,"brandId":18,"sectionId":40,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":70,"titleTranslated":32,"position":69,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},86,"Creating templates",{"id":72,"brandId":18,"sectionId":40,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":73,"titleTranslated":32,"position":72,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},87,"Language configuration",{"id":75,"brandId":18,"sectionId":40,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":76,"titleTranslated":32,"position":75,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},88,"Setting up automations",{"id":78,"brandId":18,"sectionId":40,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":79,"titleTranslated":32,"position":78,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},89,"Setting up views",{"id":81,"brandId":18,"sectionId":40,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":82,"titleTranslated":32,"position":81,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},90,"Using the Slack integration",{"id":84,"brandId":18,"sectionId":40,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":85,"titleTranslated":32,"position":84,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},91,"Your workspace settings",[]]