Permissions control what users can see and do in lynes. You assign permissions via roles and then associate users with the correct role. This way, you can give the right access to the right people without having to manually configure each user.
In this guide we will go through:
- what roles and permissions mean
- the difference between viewing and editing
- what permissions are available under each area
- examples of how you can package roles for different types of users
How roles work
A role is a collection of permissions. All users who are members of the role receive the permissions that the role contains.
When you create or modify a role, you select:
- Name – what the role should be called.
- Role members – which users should be included in the role.
- Permissions – which parts of Lynes users should have access to.
Permission levels
Permissions can have different levels depending on the area.
- View – the user can open and read the information.
- View & edit – the user can both read and change the information.
- Full access – the user is granted extended access, such as creating, modifying, or managing all data within the area.
- Limited access – the user only gets access to a selection, such as their own customers, their own keywords, or teams where the user is a member.
Organization settings
Permissions under Organization Settings are used for account administration, users, telephony, Contact Center, and other central functions.
Organization settings
Provides overall access to organizational settings.
- View & Edit provides access to manage settings below the organization level.
- Mainly suitable for administrators.
Account
Provides access to account-related settings.
Used to:
- manage account settings
- purchase and administer licenses
- see audit logs
Recommended for administrators or people responsible for accounts and licenses.
Manage cost centers
Provides access to administer cost centers on invoices.
Suitable for example:
- administrators
- financial managers
- people who handle invoicing or internal cost allocation
Users & teams
Used to:
- create and edit users
- manage user accounts
- create and manage teams
Roles & permissions
Provides access to administer roles and permissions.
Used to:
- create new roles
- change existing roles
- add or remove permissions
- associate users with roles
Guests
Provides access to guest management.
Used to:
- create guest user
- administer guest accounts
- generate invitation links
Telephony system
Provides access to telephony-related administration.
Used to:
- buy and assign phone numbers
- create and manage response groups
- administer IVR menus
- manage call recordings
- change telephony-related settings
Suitable for administrators or people responsible for telephony.
Opening hours
Provides access to configure opening hours.
Used to:
- manage opening hours for response groups
- manage opening hours for IVR menus
- adjust schedules during holidays or different opening hours
Suitable for administrators, team leaders or schedulers.
Identity verification
Provides access to identity verification settings.
Used to manage functions where users or customers need to be verified.
Contact Center
Provides access to Contact Center administration.
Used to:
- manage Contact Center settings
- administer functions linked to queues and agents
- configure customer service workflows
Normally requires that the user also has the correct license for Contact Center.
lynes AI
Provides access to AI-related features.
May include features such as:
- automatic summaries
- suggested answers
- AI support in customer dialogues
- other AI-based features in lynes
Suitable for users who work with support, customer service, sales or administration where AI support is to be used.
Labels
Provides access to labels and automatic labeling.
Used to:
- manage labels
- use labels together with Conversation Intelligence
- create a structure for follow-up, reporting and quality assurance
Suitable for administrators, team leaders or quality managers.
Contacts
Provides access to contact administration.
Used to:
- create contact groups
- edit contact groups
- delete contact groups
Survey
Provides access to survey functions.
Used to:
- distribute survey licenses
- administer survey-related settings
To purchase additional licenses, Account permission is required.
Insights
Provides access to Insights settings.
Used to:
- manage integrations
- configure priorities
- connect or disconnect wallboards
- administer settings for monitoring and analysis
Answering service
Provides access to answering service settings.
Used by organizations that use answering service features in lynes.
Wallboards
Provides access to wallboards.
The authorization can provide:
- access to view wallboards
- full access to create wallboards
- full access to view all wallboards
Suitable for team leaders, administrators or people who follow up on real-time data.
Chat
Provides access to chat-related settings.
Used to manage chat-related features in the organization.
Team
Permissions under Teams control what users can do in teams where they are members.
Team
Gives users the ability to administer teams they are part of.
Used to:
- see team
- edit team settings
- manage team members depending on permission level
Channels
Provides access to channels in teams.
The authorization can be used to:
- create channels
- invite users
- manage channel-related settings
Features
Permissions under Features control access to features that are not just administrative settings.
Analytics
Provides access to call statistics and analytics.
Can be used to:
- see statistics for response groups
- follow up on call volumes and performance
- analyze data from telephony
Full access typically means unrestricted access to Analytics features and data.
Internal administration
Permissions under Internal Administration are used to administer and troubleshoot users and organizational data.
Supersearch
Provides organization-wide search.
Used to search for:
- user
- response groups
- IVR menus
- phone number
- other central objects in the organization
Super search can be combined with other permissions to simplify administration.
Personal settings
Provides access to other users' personal settings.
Used to:
- help users with settings
- troubleshoot user accounts
- administer personal settings centrally
Suitable for IT managers, administrators or support staff.
Activity status
Provides access to change activity status for all users.
Used when an administrator needs to manage or adjust user status centrally.
Search terms – all
Provides access to edit keywords for all users.
Suitable for administrators or people responsible for the organization's keyword structure.
Search terms – own
Provides access to edit your own keywords.
Suitable for users who only need to manage their own keyword information.
Portal
Permissions under Portal control access to portal features, such as sales, customers, partners, and invoicing.
Sale
Provides access to sales-related parts of the portal.
Used by users who work with sales, partner sales or customer service.
Customers
Provides access to customers in the portal.
With view & edit, the user can normally both view and change customer information.
Own customers
Restricts portal access to the user's self-assigned customers.
Suitable for users who only need to work with their own customers and not the entire customer base.
Partners
Provides access to partner management.
Used to:
- see partners
- edit partner information
- manage partner-related tasks
Other partners
Provides access to partners other than your own partner.
Suitable for users who need to be able to view or edit information relating to multiple partners.
Customer service
Provides access to customer service-related features in the portal.
Suitable for users who work with support or customer service.
Products & prices
Provides access to products and prices.
Used to:
- see product information
- edit prices
- administer offers or product-related settings
Subscriptions & prices
Provides access to subscription and pricing information.
Used to:
- see subscription
- edit subscription
- manage price-related tasks
Billing
Provides access to billing-related parts of the portal.
Suitable for finance, administration or users who handle invoices.
Guest permissions
Guest permissions are used for external users who need limited access to the organization.
Common examples:
- guest user in team
- external partners
- temporary users
Give guests as limited access as possible and only expand permissions when necessary.
Recommended role packages
Here are examples of how you can package permissions for different types of users.
Administrator
Suitable for people who need to be able to administer the entire organization.
Recommended permissions:
- Organization settings
- Account
- Users & teams
- Roles & permissions
- Telephony system
- Internal administration
- Supersearch
Team leader
Suitable for people responsible for a team or response group.
Recommended permissions:
- Team
- Channels
- Analytics
- Wallboards
- Opening hours
- Labels
Support or customer service
Suitable for users who work with customer dialogues and follow-up.
Recommended permissions:
- Contact Center
- lynes AI
- Labels
- Contacts
- Survey
- Customer service
Economy
Suitable for people who manage licenses, costs and invoicing.
Recommended permissions:
- Account
- Manage cost centers
- Billing
- Subscriptions & prices
Sales or partner manager
Suitable for users who work in the portal with customers, partners and sales.
Recommended permissions:
- Sale
- Customers
- Own customers
- Partners
- Products & prices
Good to think about
- It's better to create several clear roles than one role that contains everything.
- Give administrator privileges only to people who really need them.
- Use limited permissions, such as own customers or own keywords , when sufficient.
- Review roles regularly to ensure that previous users or old responsibilities do not remain with too broad access.
- Please document internally which roles are used and why.