Overview
The Mainstay platform requires each user to be assigned to a specific role, which determines which features they are able to access. (This is separate from User Groups, which allows an institution to restrict users' access to specific Contacts, Conversations, Audiences, Imports, and Campaigns.)
Roles
Mainstay currently offers 5 roles:
- Admin: Admin users have full access to the platform, including configuration settings and integrations. They can also import contact records. This is the only role that can invite Users and set their roles.
- Staff: Staff users are able to schedule campaigns, create content such as scripts and understandings, participate in conversation management, download reports, and view contact information.
- Support: Support users have the ability to create content such as scripts and understandings, and engage in conversation management.
- Insights: Insights users are able to view insights and download reports.
- Reviewer: Reviewer users can view content, such as scripts and understandings, and configurations, such as web-chat and escalations. However, they cannot make any changes.
| Section | Subsection / Action | Admin | Staff | Support | Insights | Reviewer |
| Insights | Allowed | Allowed | Allowed | Allowed | Allowed | |
| Insights | Engagement Insights | Read | Read | Read | Read | Read |
| Insights | Knowledge Insights | Read | Read | Read | Read | Read |
| Insights | Custom Dashboards | Write | Write | Write | Write | Read |
| Insights | Insights - Download Reports | Read | Read | None | Read | None |
| Conversations | Allowed | Allowed | Allowed | None | None | |
| Conversations | All Conversations | Write | Write | Write | None | None |
| Conversations | Audience Folders | Write | Write | Write | None | None |
| Conversations | Live Chat | Write | Write | Write | None | None |
| Conversations | Manual Forwarding | Write | Write | Write | None | None |
| Conversations | Contact Panel | Write | Write | None | None | None |
| Knowledge Base | Allowed | Allowed | Allowed | None | Allowed | |
| Knowledge Base | Understandings | Write | Write | Write | None | Read |
| Knowledge Base | Understandings - Delete | Write | None | None | None | None |
| Knowledge Base | Responses | Write | Write | Write | None | Read |
| Knowledge Base | Response Approvals | Write | Read | Read | None | Read |
| Knowledge Base | Fuzzy Questions | Write | Write | Write | None | Read |
| Knowledge Base | #Commands | Write | Write | Write | None | Read |
| Knowledge Base | #Commands - Delete | Write | None | None | None | None |
| Knowledge Base | #Commands - Download Reports | Read | Read | None | None | None |
| Knowledge Base | Fallback Responses | Write | Write | Write | None | Read |
| Knowledge Base | Attributes | Write | Write | Write | None | Read |
| Knowledge Base | Attributes - Download/Upload | Write | Write | Write | None | None |
| Knowledge Base | Knowledge Maintenance | Write | Write | Write | None | None |
| Knowledge Base | Webchat Feedback - Download Report | Read | Read | None | None | None |
| Knowledge Base | Knowledge Scraping | Write | Read | Read | None | Read |
| Knowledge Base | Ask the AI | Write | Write | Write | None | Write |
| Calendar | Allowed | Allowed | Allowed | Allowed | Allowed | |
| Calendar | Past Campaigns | Read | Read | Read | Read | Read |
| Calendar | Upcoming Campaigns | Write | Write | Read | Read | Read |
| Scripts | Allowed | Allowed | Allowed | None | Allowed | |
| Scripts | My Scripts | Write | Write | Write | None | Read |
| Scripts | Script Labels | Write | Write | Write | None | Read |
| Scripts | Test (Send) | Write | Write | Write | None | Write |
| Scripts | Script Library | Write | Write | Write | None | Read |
| Campaigns | Allowed | Allowed | Allowed | Allowed | Allowed | |
| Campaigns | Campaign Scheduler | Write | Write | None | None | None |
| Campaigns | Scheduled (All, Sent, Upcoming) | Write | Write | Read | Read | Read |
| Campaigns | Recurring | Write | Write | Read | Read | Read |
| Campaigns | Introductory | Read | Read | Read | Read | Read |
| Campaigns | Data-triggered | Write | Write | Read | Read | Read |
| Campaigns | Data-triggered Queue | Read | Read | None | None | None |
| Campaigns | Hello Pages | Read | Read | Read | Read | Read |
| Campaigns | "Save as Audience" from Responses | Write | Write | None | None | None |
| Campaigns | Campaigns - Download Reports | Read | Read | None | Read | None |
| Audiences & Contacts | Allowed | Allowed | Allowed | None | Allowed | |
| Audiences & Contacts | Audiences | Write | Write | Read | None | Read |
| Audiences & Contacts | Audience Activity | Read | Read | Read | None | Read |
| Audiences & Contacts | Audience Rules | Write | Write | Read | None | Read |
| Audiences & Contacts | Audience Rules Preview Results | Read | Read | None | None | None |
| Audiences & Contacts | Audience Rules Preview Results - Download | Read | Read | None | None | None |
| Audiences & Contacts | Audience Contacts | Read | Read | None | None | None |
| Audiences & Contacts | Audience Contacts - Download | Read | Read | None | None | None |
| Audiences & Contacts | Contacts | Write | Write | None | None | None |
| Audiences & Contacts | Contact Panel | Write | Write | None | None | None |
| Audiences & Contacts | Contacts - Bulk Archive / Unarchive | Write | None | None | None | None |
| Audiences & Contacts | Contacts - Upload (Importer) | Write | None | None | None | None |
| Audiences & Contacts | Contacts - Download | Read | Read | None | None | None |
| Audiences & Contacts | Import History | Read | None | None | None | None |
| Audiences & Contacts | Import History - Download Report | Read | None | None | None | None |
| Audiences & Contacts | Custom Contact Fields | Write | Write | Read | None | Read |
| Audiences & Contacts | Custom Contact Fields - Download/Upload | Write | Write | None | None | None |
| Audiences & Contacts | Label Manager | Write | Write | Read | None | Read |
| Settings | Allowed | Allowed | Allowed | Allowed | Allowed | |
| Settings | General Settings | Write | None | None | None | None |
| Settings | Users | Write | Read | Read | Read | Read |
| Settings | SMS / Text Messaging | Write | None | None | None | None |
| Settings | Conversations | Write | None | None | None | None |
| Settings | Generative AI | Write | None | None | None | None |
| Settings | Hello Pages | Write | None | None | None | Read |
| Settings | Forwarding & Escalations | Write | None | None | None | Read |
| Settings | Webchat | Write | None | None | None | Read |
| Settings | API & Webhooks | Write | None | None | None | None |
| Settings | Test the Bot | Write | Write | Write | Write | Write |
| Settings | Third-party Integrations | Write | None | None | None | None |
| Settings | Sync Logs | Write | None | None | None | None |
| Settings | Sync Logs - Download | Read | None | None | None | None |
Setting a User's Role
Only admin users can invite other users and control users' roles.
To invite a new user, go to the Users page and click + New User in the top-right corner. Select the desired access level from the dropdown menu and click Invite.
To update an existing user's role, click the ... overflow menu next to a user, then Edit User Permissions. Select the desired access level from the dropdown menu and click Save.
Access Gates
If you do not have access to perform a task, the platform will disable the action and indicate that you do not have access.
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