Give individual permissions to specific users without the need to assign an access profile.
Here you assign specific permissions to users without Access Profile. Unlike profiles that group multiple permissions, here you enable specific permissions for each user, with control and flexibility.
How to Access
Access: Support / Digital Support / Special Permissions, as shown in Figure 1:
Figure 1: Special Permissions.
The page displays a user selection field, followed by a list of permissions that can be enabled or disabled individually through toggle bars.
At the bottom there is a button to save the settings:
When to Use Special Permissions
Difference between Access Profile and Special Permissions
Aspect
Access Profile
Special Permissions
Scope
Complete set of permissions
Specific individual permissions
Application
For multiple users with the same role
For single users with specific needs
Management
Centralized and standardized
Customized and flexible
Recommended use
Defined teams and roles
Exceptional and temporary cases
When to use Special Permissions:
User needs only 1-2 specific permissions
Temporary access for a one-off role
Situations that don't fit existing profiles
Tip: For permanent and standardized permissions, use Access Profiles. For unique or temporary needs, use Special Permissions.
How to Configure
1. Select the User
After that, the system displays the popup below: Users at the top of the page, select the user to whom you want to grant special permissions.
Figure 2: User selection field.
Type the user's name to search
You can view the user's current permissions before making changes.
2. Enable the Necessary Permissions
Enable the bars corresponding to the permissions you want to grant to the selected user.
Figure 3: Available options.
3. Link the Permissions
After selecting the desired permissions, click the Link button at the bottom of the page to save the settings.
Figure 4: Link Button.
Available Permissions
Below, learn about each available permission:
1. Special Permission
Description: Enables general access to the available permissions.
2. View Archived Support Sessions
Description: Allows the user to access and consult support sessions that have already been archived.
3. Transfer Support Session
Description: Enables the user to transfer support sessions to other agents or departments.
4. Intervene in Support Sessions
Description: Allows the user to enter ongoing sessions of other agents and participate actively. For supervisors and managers with access to theReal-time Support.
5. Close Support Sessions of Other Users
Description: Enables closing sessions that are being handled by other agents. For supervisors and managers with access to theReal-time Support.
6. Edit Users' Profile
Description: Allows changing profile information and settings of other users. For platform managers with access to Security here.
7. Reset Users' Password
Description: Enables resetting the password of other system users. For platform managers with access to the Security here.
8. View Support Session of Other Users
Description: Allows viewing ongoing or closed sessions of other agents. For supervisors and managers with access to theReal-time Support.
9. End Support Day
Description: Enables closing the support shift on the platform. For supervisors and managers with access to theReal-time Support.
10. Send Single WhatsApp Notification
Description: Allows sending single messages to customers via WhatsApp. To learn more about sending templates and outbound communication click here.
Important: Use with caution to avoid violating WhatsApp's spam policies.
11. Send Single SMS Notification
Description: Enables sending single SMS messages to customers. To learn more about sending templates and outbound communication click here.
12. Send Single Email Notification
Description: Allows sending email templates to customers To learn more about sending templates and outbound communication click here.
13. Allow Users' Logout Notification
Description: Allows removing the logout notification for agents who forgot it turned on. For supervisors and managers with access to theReal-time Support.
Recommended Permission Combinations
Team Supervisor:
Suggested permissions:
View Support Session of Other Users
Intervene in Support Sessions
Close Support Sessions of Other Users
Allow Users' Logout Notification
Purpose: Real-time supervision with the ability to intervene.
Agent:
Suggested permissions:
Transfer Support Session
Purpose: Transfer sessions when necessary.
Platform Manager:
Suggested permissions:
All
Purpose: Overview of all platform functionalities.
Good Practices
Security and Control
Review periodically - Evaluate monthly whether the permissions are still necessary
Use for one-off cases - For recurring situations, create a Access Profile
Permission Management
Prefer Access Profiles - Use special permissions only when profiles do not apply
Combine with training - Ensure users know how to use the granted permissions
Communicate changes - Notify the user when permissions are changed
Signs You Need to Create a Profile
Consider creating a Access Profile if:
The same combination of permissions is granted to 3+ users
Permissions are permanent, not temporary
Represents a recurring role in the company
You need to standardize access for a specific role
Removing Permissions
To remove special permissions from a user:
Select the user in the selection field
Disable the bars of the permissions you want to revoke
Click Link to save the changes
Use Cases
The Link Special Permissions feature is especially useful for:
Hybrid roles - for users with responsibilities that do not fit standard profiles.
Occasional specialists - granting technical access without creating a full profile.
Manager backups - allowing temporary substitutes to have administrative permissions.
On-demand customization - adjusting access according to each user's unique needs.
