Create and Assign Custom Roles

Custom Roles offer Administrators a flexible way to tailor user access within Gladly, extending beyond the permissions granted by standard user roles. For instance, while assigning the Agent role typically grants a strict, predefined permission set, custom roles allow users to gain additional access, such as the ability to view Reports or Inboxes, that are not typically available to them.

Once a custom role is created, it becomes available in the Users page, allowing you to select the new role with custom permission(s) to assign to a user.

Create the custom Role

1. Click on the top left corner of the screen.

2. Click Settings.

3. Under the People category, click Roles. The Roles page will show you a list of custom roles.

   • Click the Active tab to display roles that are currently used

   • Click the Archive tab to display roles that have been archived.

4. Prior the creation of any custom role, a reference list of existing roles in Gladly are displayed for informational purposes, allowing you to understand what access each role provides:
   

   • Compliance Administrator

   • Administrator

   • Team Manager

   • Agent Plus

   • Agent

   • Analyst

   • Task User

   • Answers Administrator

   • API User

   • Developer

   • Liveboards Only

     View standard permissions

     Hover over a role, click, then View to see permissions allowed for each role.

5. To add a new custom role, Click Add Role.

6. Complete the following fields on the Add Role page:
   

   • Role Name – Enter a name that identifies the role. For example, “View Reports.”

   • Description – Enter a short description about the role.

   • Permissions – Check the box next to the permission to grant access:

     • Manage Answers* – Create and edit Answers, Help Centers, Audiences, Keyword Groups, and Languages for Answers.

     • View Answers – Read-only access to Answers and Help Centers.

     • Coach Live Calls* – Monitor ongoing phone calls, privately coach agents, and join the call.

     • Listen to Voice Recordings – Listen to voicemails and and call recordings.

     • Manage Conversations* – Handle all Customer interactions, including viewing profiles, sending messages, and assigning Tasks. View assigned Customer List and Search.

     • Send Messages and Take Calls* – Send messages to Customers through Channels like Chat, Email, SMS, and Social. Make and answer phone calls.

     • Read Conversations – Search and view Customer Profiles and Conversations.

     • Social Content Moderation*  – Hide or delete social media comments from connected accounts.

     • Assign Dedicated Hero – Appoint a specific agent or Inbox as the primary contact for a Customer's future interactions.

     • View Inboxes – Access the contents of all Inboxes across teams.

     • View Liveboards – See real-time dashboards of your contact center's performance and agent activity.

     • View Reports – Access, filter, and download Reports and Dashboards.

     • Manage Topics – Add, edit, or remove Topic options.

       * Must be paired with another permission or standard role

       All permissions shown with an asterisk * above should be paired (at minimum) as shown below. Not doing so will prevent the user from logging into Gladly:

       • Manage Answers requires View Answers

       • Manage Conversations requires on Read Conversation

       • Send Messages and Take Calls requires Manage Conversations

       • Social Content Moderation requires on Manage Conversations

       • Coach Live Calls requires on Send messages and Take Calls

7. Click Save.

Once saved, the custom role becomes available in the Users page and can be assigned to any user.

Assign custom role to a user

1. Find the user you’d like to assign the custom role to in the Users page.

2. The custom role you created appears as part of the Roles list. Check the box next to the custom role to assign to the user.

   • Tip – Custom roles can be combined with each other (if you create multiple custom roles) or other standard roles if desired.

3. Click Save.

4. The next time the user logs in, they’ll be able to see the expanded access based on the custom role assigned to them. You can unassign a custom role anytime.

Edit or Archive a custom Role

Edit

Edit a custom role to change the role name, description, and permissions mix.

1. From the Roles page, over over a custom Role, click, then Edit.

2. Make your changed, then click Save.

Archive

Custom Roles can only be archived, but not deleted, if they are no longer needed.

1. From the Roles page, hover over a custom Role, click, then Archive.

2. The role will now appear on the Archived tab.