🔐Permissions

Multiple roles and permissions control access to FIRST LINE features. This allows you to quickly and conveniently define role assignments suitable for your company's structure and workflows.

View and edit

Enter the management interface via Permissions in the Applications menu, and you will be able to create and edit employees’ access permissions yourself.

System default permissions

The system has default roles: Agent, Supervisor, Admin, and a special permission Sponsor. These 4 default roles can only view the permissions they have, but cannot edit or delete them. Their meanings are as follows:

Name	Content
Agent	Basic permissions that include fundamental functions related to the entire service process, such as Work Orders, Customers, Company, etc.
Supervisor	In addition to basic agent permissions, can view management tools such as Statistics and Dashboard to manage items.
Admin	Has the highest system permissions; all system feature permissions are included.
Sponsor	Sponsor is a unique role designed for BPO (Business Process Outsourcing) and can only view a small portion of items.

Add permission

Through the add function, you can create permission roles for your own company. The settings page has Name and Description fields to help you distinguish permission differences.

For example, you can add a permission named Knowledge Base Maintainer, grant the necessary customer service process functions, and additionally add Knowledge Base Create, Knowledge Base Update, and Knowledge Base Delete permissions to specific agents to help managers build a complete knowledge base.

You must carefully think and plan when granting permissions to others.

For example, if you only grant an agent permission to view Customers created by Themselves, but grant permission to view Work Orders created by Everyone, it will cause information asymmetry because when the agent viewsCustomersthey willonly list the customers they are responsible for, but when they go toWork Ordersit willlist everyone’s work orders, making it difficult for the agent to distinguish and easy to misunderstand.

Members

In the Members section, you can manage and assign agents, adjusting permissions for specific employees.

An agent can have multiple permission roles at the same time, and allowed permissions will take precedence over denied permissions. If an agent holds multiple identities, allowed permissions take priority.

Manage assigned agents.

Permission details

In the Permissions section, you can customize the functions you plan, divided into items such as Customers, Company, Work Orders, etc. Under each item there are multiple scopes that can be selected.