Users -page
Tugi offers six distinct user roles, each with specific responsibilities and access levels. Understanding these roles helps ensure smooth operations and effective customer support. See role comparison in “User permissions”-tab.
Users-page is accessible from Configuration -menu for Admins.
- Search: Search by name or email
- User Role: Search by user role
-
Status: Search by user status, enabled or disabled
- Enabled: Active in Tugi platform
- Disabled: Disabled in Tugi platform by expiration date or admin decision
-
Activation status: If the user is activated in the platform, e.g. has ever logged in
- Enabled: Has signed in in the platform at some point
- Disabled: Has never signed in to the platform
To modify users, press the three dots at the end of the user row to reveal options. Read more about user configuration in the “Configuring users”-tab.
User Permissions
Tugi offers six distinct user roles, each with specific responsibilities and access levels. Understanding these roles helps ensure smooth operations and effective customer support.
Role Comparison
Role |
Manage Users |
Configure Settings |
Handle Tickets |
Review Metrics |
Access to Ticket Inbox | Access to Agent Workplace |
Access to Specialist Workplace | Paid License |
|---|---|---|---|---|---|---|---|---|
Super-Admin |
✅ |
❌ |
❌ |
❌ |
❌ | ❌ |
❌ |
❌ |
Administrator |
✅ |
✅ |
❌ |
✅ |
✅ | ❌ |
❌ |
❌ |
Supervisor |
❌ |
✅*** |
❌ |
✅ |
✅ | ❌ |
❌ |
❌ |
Team Leader |
❌ |
✅** |
✅ |
✅ |
✅ | ✅ |
❌ |
✅ |
Specialist |
❌ |
❌ |
✅ |
✅* |
✅ | ❌ |
✅ |
✅ |
Agent |
❌ |
❌ |
✅ |
✅* |
✅ | ✅ |
❌ |
✅ |
*their own, ** templates, *** restricted; part of brands-page and chat widget settings
Super-Admin
Role Summary: The Super-Admin is the tenant's owner, created automatically when a client registers. This role has the highest level of control over the account.
Key Responsibilities:
- Inviting Administrators to the tenant
- Managing payment details
- Handling account termination
- Ensuring top-level settings are correctly configured
✅ This role is a light-user, so you aren't charged for their licenses.
Administrator
Role Summary: The Administrator is responsible for managing the tenant’s subscription and ensuring the platform is correctly set up for operational needs.
Key Responsibilities:
- Managing subscription configurations
- Handling integrations
- Sending invitations to Team Leaders and other relevant roles
- Ensuring foundational settings are in place
✅ This role is a light-user, so you aren't charged for their licenses.
Supervisor
Role Summary: Supervisors oversee service quality, ensuring support meets organizational standards.
Key Responsibilities:
- Reviewing performance and quality metrics
- Monitoring service level agreements (SLAs)
- Ensuring support aligns with brand expectations
✅ This role is a light-user, so you aren't charged for their licenses.
Team Leader
Role Summary: Team Leaders oversee support delivery, manage agents, and analyze key metrics to optimize customer service. They can also manage end-user tickets in the Agents Workspace.
Key Responsibilities:
- Configuring support workflows (e.g., setting up support categories and templates)
- Managing agents and assigning tasks
- Monitoring key performance indicators (KPIs) and service quality
- Manage end-user tickets
Specialist
Role Summary: Specialists possess in-depth knowledge and handle complex or technical queries beyond standard customer support. The user profile is a 2nd line support agent, such as Payments, Fraud, RG, and VIP.
Key Responsibilities:
- Handling 2nd line escalations
- Working in Specialist Workplace to handle escalation queries
- Managing tickets to 1st line
- Providing expert solutions related to the brand’s products or services
Agent
Role Summary: Agents serve as the frontline of customer support, engaging with users to address and resolve inquiries.
Key Responsibilities:
- Responding to customer queries via various channels
- Working in Agent Workplace
- Providing accurate and timely support
- Escalating complex issues to Specialists when necessary
Adding New Users
Adding new users to the platform ensures that team members have the necessary access to perform their tasks efficiently. This article outlines the step-by-step process for adding new users.
Steps to Add a New User
1. Navigate to the Users tab
- Log in to your Admin account.
- Click on Configuration in the left-hand menu.
- Select Users from the dropdown options.
- Click on the Invite New User button.
2. Enter User Details
Fill in the required fields:
- Email Address – Provide a valid email address.
Select the appropriate role from the dropdown:
- Admin – Manages users, permissions, and global settings.
- Agent – Responds to chats and emails.
- Team Lead – Supervises agents and monitors KPIs.
- Specialist – Handles escalations and submits requests.
- Supervisor – Sets goals and generates reports.
- Super-Admin – Manages API, webhooks, and custom integrations.
3. Send the Invitation
- Click Invite to add the new user to the system.
- The user will receive an invitation email with login instructions.
- Ask the user to log in and update their password.
Configuring users
In TUGI, user roles define permissions and access levels within the system. Assigning the correct role ensures users have the necessary tools to perform their tasks efficiently. This article guides you through the process of assigning roles to users.
Steps to Assign a Role
1. Navigate to the User Management Section
Log in to your Admin or Super-Admin account.
Click on Configuration in the left-hand menu.
Select Users from the options.
2. Locate the User
Use the search bar to find the user by name or email.
Click on the user’s profile to open their details.
3. Assign or Update the Role
Locate the Role Assignment section in the user profile.
Click on the dropdown menu and select the appropriate role:
- Admin – Manages users, permissions, and global settings.
- Support Agent – Responds to chats and emails.
- Team Lead – Supervises agents and monitors KPIs.
- Specialist – Handles escalations and submits requests.
- Supervisor – Sets goals and generates advanced reports.
- Super-Admin – Manages API, webhooks, and custom integrations.
Click Save Changes to apply the new role.
4. Confirm the Role Assignment
The user will receive a notification about their new role.
You can verify the changes by returning to the User Management section and checking the assigned role.
Setting User Department & Languages
After you've invited the users and assigned them roles, and created Brand departments, you need to add the departments to the user.
Adding Agent Departments & Languages
To assign departments and languages to an Agent, follow the instructions below:
- Open the Menu and go to “Users”
- Choose “Agent List”
- Choose the Agent and click on edit / pen-icon on the right side of the Agent's name
To set Languages:
At the “Languages”-section, select the languages that the Agent speaks on native level.
To set Departments:
At the “Departments”-section, select the departments that the Agent serves by switching the “Assigned”-toggle to ON position.
Adding Specialist Departments
To assign departments and languages to a Specialist, follow the instructions below:
- Open the Menu and go to “Users”
- Choose “Specialist List”
- Choose the Specialist and click on edit / pen-icon on the right side of the Specialist's name
To set Departments:
At the “Departments”-section, select the departments that the Specialist serves by switching the “Assigned”-toggle to ON position.
