Users, Agents, and their permissions

Our pricing structure hinges on two key factors, one of which is the number of users. This parameter is vital in determining the cost of your plan and is directly associated with the features and capabilities available to each agent within Nicereply.

A user can be either an agent whose performance is evaluated or a manager, leader, or VP responsible for overseeing account settings and accessing its data, without the task of collecting feedback.

When conducting surveys, you have the flexibility to link them to specific agents, focusing on aspects such as customer support performance. Moreover, surveys can extend beyond individual agents to encompass various entities and actions warranting feedback.

For instance, you can gather insights on a weekly newsletter or customer satisfaction during the shopping experience. Each plan accommodates a combined total of agents, entities, and actions for feedback collection.

If you surpass the allotted number for your plan, an automatic upgrade will take effect in the subsequent month.

Upon adding a new agent to your Nicereply account, you'll encounter a crucial parameter—“type.” There are three distinct types:

  1. Thing or Action:
    • Encompasses nonliving entities or actions utilized for feedback collection (e.g., product feedback, user onboarding, NPS surveys post free trial, or newsletter CSAT).
    • Does not possess login capabilities.
  2. Agent with Access:
    • Holds full access to the Nicereply account, capable of data access and settings adjustment based on their designated role.
    • Can receive ratings and feedback on their behalf.
  3. Agent without Access:
    • Represents a customer support agent without direct access to the Nicereply account.
    • Can receive ratings and feedback but lacks the ability to log in.

The "Agent with Access" type is further defined by specific roles, replacing previous roles:

  • Admin: Edits all account settings, with access to analytics data, including payment options.
  • Leader: Edits only their settings and has access to all analytics data.
  • Team Member: Edits personal settings and can access analytics data within their team.
  • Restricted: Limited to accessing and adjusting their own data and settings.

You can even manually revoke, or grant access to your agent, or in case of a forgotten password, you can reset it for them. In order to do so, you need to have an admin role.

The Agents tab is a central hub for managing agents, things or actions, and actions. Here, you can edit, import, delete, or add new agents and entities. The Directory Staff section is particularly crucial, serving as a platform to customize roles, types, team affiliations, notifications, and imports from integrations or manual additions. This comprehensive approach empowers you to tailor Nicereply to your specific organizational needs.