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Roles and Permissions

The roles and permissions feature enables account admins to define unique roles and allocate them to users. This functionality provides flexibility in managing user access and responsibilities within Maqsam.

🔍 Overview of Roles and Permissions

The roles and permissions feature in Maqsam includes three levels of data access:

  • All Data: This level allows the role to read and control all data within the Maqsam account.

  • Group Data: At this level, the role is permitted to read and control specific group data that is already established in Maqsam.

  • User-specific Data: This is the most restricted level, where the role can access only the data that they have personally generated.

The permissions in the Roles and Permissions Feature are categorized into two types:

  • Page View Permission: This grants users access to specific pages within the system.

  • Control Permission: This allows users to perform certain actions and exert control over the system.

Watch this quick video tutorial for an overview of how to use the Roles and Permissions feature:

Here’s a quick overview of each permission and what it lets you do 👇

⚙️ Control Permissions 

  • ⏺️ Call Recordings Access: Listen to or download recorded calls for quality assurance and training purposes.

  • 👀 Call Supervision: Monitor live calls with two options:
    • Coaching – Whisper directly to the agent without the client hearing.
    • Joining – Listen silently (muted) or actively participate in the call (unmuted).
  • 📤 Export Data: Export call logs and associated data, either filtered or from the entire page view selected.
  • 👥 Manage Users: Add, edit, deactivate users, and organize them into groups.
  • 📒 Manage Phonebook: Create new contacts or import existing lists.
  • 📢 Manage Campaigns: Run, pause, edit, or delete campaigns; update contact details and schedule campaign activities.
  • 🔔 Transcription Alerts: Configure and set up alerts to automatically notify recipients via email when certain keywords are detected in call transcriptions.
  • 🏷️ Tag Resources: Add, edit, or remove call tags.
  • 📊 Manage Reports: Create, duplicate, edit, delete, activate, or deactivate reports.

By default, each account in the system comes with predefined roles:

  • Owner: Have all permissions enabled by default. This role cannot be deleted and at least one user should be assigned to this role.
  • Admin: Also has all permissions enabled, but unlike the Owner, the permissions assigned to an Admin can be controlled and modified by the Owner.
  • Agent: This role is set up with telephony permissions enabled by default.

✋ Roles Management

User roles can be accessed and managed via the account settings. Within this section, there's a table providing an overview of each role, including the number of users assigned to each role and a summary of the permissions that are enabled for them.

  1. Log in to your Maqsam account

  2. Go to Settings

  3. Under Account Settings, click on the User Roles

On this page, you are allowed to:

  • Create New Role

  • Edit Role Name

  • Edit Role Permissions

  • Delete Role

Creating a New Role

The feature will allow you to create a new role from scratch with any configuration you want.

  1. Click on Create New Role.

  2. Add a name and description for the role you want to create.
  3. Now you need to select the suitable Data access level for the role.
    Note: some permissions are only available for high data access levels (i.e. all data)
  4. Choose the permissions you want to enable for the role; you can mix and match according to your needs.
    Note: some control permissions are only enabled if you enable the view permissions for that page
  5. If you want the role to make calls or send WhatsApp, Choose the agent permissions for the role.
  6. Once you are done setting up the permissions, save your changes.

Editing existing role

  1. Click on the role name you want to edit

  2. Change permissions and settings based on your need

  3. Save the changes

Editing Existing Role Name or Description

  1. Click on three dots at the end of the role row

  2. Click on Edit basic info

  3. Change the name and description

  4. Save the changes

Deleting a Role

Note: If a role isn't assigned to any users, you can delete it easily. However, if a user is assigned to the role you want to delete, the system will ask you to reassign that user to a different role first.

  1. Click on three dots at the end of the role row

  2. Click on Delete

  3. Replace the current role with the role you want

  4. Confirm by click on Yes, Delete button

Assigning Roles

Each user can be assigned one role only, and you can either change the role per user or bulk edit the role for the bulk of users.

 To edit the role for any user:

  1. Go to the user's tab

  2. Click on the role dropdown menu

  3. Choose the role you want; the system will auto-update the role for the user

To bulk edit the role for multiple users

  1. Go to the user's tab

  2. Click on the Bulk Edit button

  3. Select the users you want to edit the role for

  4. Click on the role dropdown menu in the bulk edit section

  5. Choose the role you want, and then click save