How to Assign a Conversation to a User (Team member)

Conversation Permissions allow team members to view or manage customer conversations across connected communication channels like WhatsApp and SMS within Mercuri CX.

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Steps to Assign Conversation Permission:

Follow these steps to add a new user and give them access to handle conversations for a specific communication channel and number.

1. Navigate to Settings from the left sidebar.

2. Click on Teams.

3. Click on Add User.

4. Enter the required details such as Name, Email, and Role.

5. Click on the Configure Permissions window. Here, you can define what the user can access and manage.

6. Under Common Permissions, locate the Conversations section.

1. Find the communication channel (e.g., WhatsApp or SMS) and the specific number under it.

2. Depending upon the level of access you want to give to your user, select the following options:

• Access Enabled – Allows the user to view and access conversations from that number.

• Assign Agents – Allows the user to respond to customer queries and manage conversations for that particular channel / a particular number under that communication channel.

• Delete Conversation - Allows the user to delete a customer conversation for a particular business number.

1. Click Save Changes to apply the permissions. The user can now view and respond to conversations for the assigned channel and number.