Agent (User) Permissions

The first thing you'll notice when adding new Agent to your Nicereply account is a parameter called “type”. There are three available types: 

• Thing or Action
• Agent with access
• Agent without access

Thing or Action is any nonliving thing or action that is used to gather feedback e.g. product feedback, user onboarding, NPS survey after a free trial ends, newsletter CSAT. Thing or Action also does not contain login capabilities. 

Agent with access has full access to your Nicereply account. He/she can access data and adjust settings based on his/her “Role”. This agent can also receive ratings and feedback on his/her behalf. 

Agent without access represents your customer support agent but without access to your Nicereply account. This agent is capable of receiving ratings and feedback but unable to login to Nicereply account. 

Agent with access is also defined by a specific role. Previous roles were replaced by these four new roles:

• Admin
• Leader
• Team Member
• Restricted

Admin is a role that allows agent to edit all account settings and he/she has access to all analytics data, including payment options. 

Leader is a role that allows agent to edit only his/her own settings and access all analytics data.

Team Member can only edit his/her own settings and can only access analytics data from the team he/she belongs to

Restricted agent can only access and adjust his/her own data and settings. 

Within the directory tab you are able to edit every agent/thing or action, import new agents, delete them and also add new agents/things or actions. 

Directory staff section is also a place where you can edit your agents role, type, add him/her to a team, edit notifications of specific agents, import agents from an integration or add new agents/things or actions manually.