Here’s a breakdown of the three main user types: Support Agents, Managers, and Admins.
1. Support Agents
Support Agents are typically the frontline users in sales and customer engagement contexts, such as Sales Representatives and Business Development Center (BDC) Representatives.
Permissions:
- Access to Conversations: Support agents can view and manage customer conversations.
Typical Assignees:
- Sales Representatives
- BDC Representatives
2. Managers
Managers have enhanced capabilities compared to Support Agents, designed to oversee and analyze team performance. This role is often assigned to individuals in leadership positions within sales or service departments, such as Sales Managers, Service Managers, and BDC Managers.
Permissions:
- Reporting Access: Managers can view various reports that provide insights into team performance and customer interactions.
- Launch Broadcasts: This permission allows managers to send out mass communications, essential for announcements or marketing campaigns.
- User Settings Management: Managers can modify user settings, including notification preferences, ensuring that team members receive relevant alerts and updates.
Typical Assignees:
- Sales Managers
- Service Managers
- BDC Managers
3. Admins
Admins hold the highest level of access within Matador AI, with comprehensive control over organizational settings. This role is typically assigned to senior management such as General Managers.
Permissions:
- Organization and Location Settings: Admins can modify settings for the entire organization or specific locations, tailoring the system to better fit the operational needs.
- Adjust Sequences: This control allows admins to modify the order and structure of automated drip sequences and workflows.
- Superhuman AI Adjustments: Admins have the authority to configure Superhuman AI settings.
Typical Assignees:
- General Managers