| User Role | Access Scope | Permissions | Enterprise Custom Integration |
| Admin | Call Logs, Recording Dashboard | Manage roles, monitor compliance | Active Directory, PBX |
| User Role | Access Scope | Permissions | Enterprise Custom Integration |
| Analyst | CRM Messages, Ticket Logs | Analyze tone, view emotion insights | Zendesk, Freshdesk, Intercom |
| User Role | Access Scope | Permissions | Enterprise Custom Integration |
| Compliance Officer | Policy Docs, Emails, Chats | Set tagging rules, access document logs | M365, Google Drive, DLP tools |
| User Role | Access Scope | Permissions | Enterprise Custom Integration |
| Customer Engagement Lead | Chat Widget, CRM | Configure flows, monitor live chats | Custom Chat Interfaces |
| User Role | Access Scope | Permissions | Enterprise Custom Integration |
| Enterprise Admin | Unified Portal View | Assign roles, control integrations | SSO, LDAP, SAML |
| User Role | Access Scope | Permissions | Enterprise Custom Integration |
| Fraud Investigator | Voice & Text Records | Review flagged fraud cases, set rules | PBX, Email Gateways, Security Suites |
| User Role | Access Scope | Permissions | Enterprise Custom Integration |
| IT Admin | Server, Integration Layer | Install, maintain integrations | Data Lake, SIEM, Backup |
| User Role | Access Scope | Permissions | Enterprise Custom Integration |
| Meeting Facilitator | Zoom, Teams, Transcripts | Upload recordings, view summaries | Knowledge Bases, Video Archives |
| User Role | Access Scope | Permissions | Enterprise Custom Integration |
| Mobile User | Mobile Call Logs | Make/receive calls, view logs | Softphone Systems |
| User Role | Access Scope | Permissions | Enterprise Custom Integration |
| Normal User | Role-based views across all integrated communication platforms | Can view data, reply to or assign cases based on permissions. No config or admin rights. | Depends on role mapping and team assignment within each integration (e.g. CRM, chat, social API) |
| User Role | Access Scope | Permissions | Enterprise Custom Integration |
| Service Coordinator | Web Widgets, Voicemail, WhatsApp | Configure response paths, prioritize alerts | Web CMS, Multilingual Routing |
| User Role | Access Scope | Permissions | Enterprise Custom Integration |
| Social Media Manager | Social Video Platforms | Monitor brand content, flag violations | TikTok, YouTube, Meta Graph API |
| User Role | Access Scope | Permissions | Enterprise Custom Integration |
| Supervisor | Call Analytics, Dashboardss | Access dashboards, SLA reports | BI Tools, SQL Connectors |
| User Role | Access Scope | Permissions | Enterprise Custom Integration |
| Support Agent | Email, WhatsApp, Chat Inboxes | View, respond, assign tickets | CRM API, Ticketing Systems |