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Fogbender Docs

Agent roles

#Readers

Readers have read-only access to customer-facing conversations. The reader role serves three key purposes:

  • Help you ensure only qualified personnel can communicate with customers
  • Help you ensure customer support data is easily available to your entire team, regardless of function
  • Help us establish a pricing policy where - roughly - the more successful you are, the more you pay for Fogbender (see Pricing and billing for details)

Note that readers have unlimited access to Internal conversations, convered in the next section.

#Agents

Agents can communicate with customers, but cannot perform any administrative tasks, such as sending invites, changing agent roles, or configuring integrations.

Note: Unfortunately, we’ve overloaded the term “agent” by having it refer to both a Fogbender vendor-end user (i.e. a “reader agent”), and a role assignment - our bad.

#Admins

Admins can do everything (invites, integrations, agent scheduling, AI setup, widget configuration, etc), with the exception of promoting teammates to owners, and marking a Fogbender organization as “deleted”.

#Owners

Each Fogbender organization must have at least one owner. Currently, the only priviledges specific to owners are:

  • Promoting other agents to owners
  • Deleting the owner’s organization

Note: at the moment, deleting an organization merely marks it as deleted and hides it from the list of organizations. If you’d like us to hard-delete your organization, please ping us in support.

#Applications

Integrations appear as agents with role Application under Team:

app-agents

All applications have read and write access to customer-facing converstaions.