Roles: owner, administrator, and agent

Alicja Pawliczak
3 min read
updated: Aug 23, 2021

There are three roles in LiveChat, each serving a different purpose. You can be either an owner, an administrator or an agent.

Owner

The owner is the person who created the LiveChat license. Owners can control each and every aspect of the license. They can add administrators and agents, change settings, access Reports and Archives. They can also access the Subscription section—change plans, add seats and set up invoices.

There can be only one owner at a time. Ownership can be changed in the Subscription section. When you give up ownership you become an admin.

To easily take care of the billing, the owner should have access to your company credit card.
To easily take care of the billing, the owner should have access to your company credit card.

Administrator

Administrators have access to all features in LiveChat. They can create new accounts, change settings, access Reports, and Archives, as well as chat with customers.

What’s more, they can manage subscription (same as owners). The access to Subscription can be added or removed for each admin separately.

Change permission to access Subscription for administrators

  1. Go to Agents section and select a teammate you want to change the role for.

Change admin privileges in LiveChat

  1. Click on the pencil icon to edit the profile.

Edit Agents settings in LiveChat

  1. Scroll down and check the box to add permission and uncheck to remove it.

Manage subscription option in LiveChat

  1. Click on Save changes.

Save changes made to an agent profile in LiveChat

Agent

Agent is the most basic role in a LiveChat license. They can’t change settings, apart from canned responses and tags, and use LiveChat to chat with the customers and supervise chats. They can also see archived chats and Reports.

Change roles

  1. Go to Agents section and select a teammate you want to change the role for.

Change roles in LiveChat

  1. Click on the pencil icon to edit the profile

Edit agent profile in LiveChat

  1. Scroll down and check the radio button next to the role you want to choose.

Choose role in LiveChat

  1. Click on Save changes.

Save agent role in LiveChat

Roles and Groups

Groups let you divide agents into multiple departments. If you’re using this feature, check the information below to learn how different roles interact with groups.
Groups let you divide agents into multiple departments. If you’re using this feature, check the information below to learn how different roles interact with groups.

Admin and Owner

Admins and owner have access to archives, reports, and settings of all groups, including the ones they are not assigned to.

However, they can only accept chats and check traffic section data of groups they are assigned to.

Agent

Agents have access to reports, archives, and settings of groups they are assigned to.

They can accept chats and check traffic section data of groups they are assigned to.

Both agents and admins can see all groups and other agents listed on your LiveChat account. This makes the collaboration between different departments quick and simple!
Both agents and admins can see all groups and other agents listed on your LiveChat account. This makes the collaboration between different departments quick and simple!

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