User Roles allow you to ensure your team has the right access and visibility in the AskNicely platform. If you have our Frontline Coaching module, User Roles in combination with Locked Filters will provide your frontline team and managers with the view that is specific to them.
To access User Roles, go to Settings > Users > User Roles.
We recommend setting up User Roles before you add your Users, as you will be able to assign them a particular User Role when you add them. Of course, you can always edit your User Roles; just make sure to update any Users who were previously assigned that User Role, as they will otherwise become a Read-only User by default.
Standard Roles and Permissions
There are three types of Default User Roles already in the platform: Admins, Users, and Read Only.
- Admins can do everything.
- Users can use the Dashboard and the Responses page.
- Read Only folks can only see the Dashboard, but not respond to anyone
How to assign teammates to Roles
To assign a teammate to a Role, go to Settings > Users and select the "Edit" option for that teammate
User Roles are found just below the password input. Select the correct Role a User should be assigned to from the dropdown menu and Save.
For more information on adding your team, see Adding Users and Adding Users in bulk by CSV.
Custom User Roles
Custom User Roles are ONLY available if your organization has upgraded to a custom plan or have our Frontline Coaching module - please contact your CSM or our Account Management team for details.
With Custom User roles, you can edit the default User Roles or add more new User Roles that are specific to your business.
How to create a Custom Role
Add the new Role name into the text box at the bottom of the page, and select Add Role.
You can then use the on/off toggles to select which permissions you'd like to give the teammate(s) with this User Role.
How to change the permissions and access level of a Role
To make changes to the access and permissions of a Role, select the User Role, then use the on/off toggles to select which permissions you'd like to give the teammates with this user role.
If you want to restrict visibility of a User to a very specific view (ie. Segment, Location, Provider), Lock Filters allow you to impose a filter to a Data Field.
Users will only see Responses that match the information you select. For example, you might lock someone to only see Responses where a specific location exists in the “Location” field. Or you could limit your Customer Success Managers to only see clients where that CSM’s name exists in the “CSM” field.
To add a Lock Filter to a User Role, click Add Filter.
Choose the data point by which you want to filter.
Choose the value(s) to lock the filter to (a) OR choose to set the value for each user individually (b).
You may apply multiple Filters. In the example above, you could allow this concierge to see both Gold and Platinum customers.
When your selections have been made, click Add to add the filter(s).
Individual Custom User Roles
If you choose to set the value at the individual User level, you’ll need to go into each User with this role and assign the appropriate Data Point to them. See Adding Users and Adding Users in bulk by CSV.
Preview User Views
Now that the role has been created, if you might want to double check things and see how their view actually looks.
- Click on the Cog Wheel in the lower left corner
- In the Upper Left, under your name, you'll see a "View as someone else..."
- Click there to see how a different user will see the platform
- If you're first given an "user cannot access this page" message, click on the Dashboard button on the Upper Left.
You'll now be able to select a different user from your platform to see how the account will look to them:
You'll now notice a blue bar across the top of your screen, this alerts you to which user you're currently viewing the account as:
To exit this view you can click the top right "x" button or click the Cog Wheel and select "Stop Viewing As..."