Rules & permissions

What a profile controls #

A rules profile determines what an agent may access and do, when identity must be verified, which actions need approval, which topics require staff handover, and the intended recording and retention settings. Creating an agent creates a starting profile for the role.

Find and inspect the right profile #

1. Open Rules & permissions. The page heading is Rules.
2. Read each profile’s name, description, sensitivity badge, allowed-action count, approval count, and transcript retention.
3. To confirm the profile belongs to a particular agent, open that agent and inspect Rules it runs under.
4. Select the profile card or the agent’s Edit link.
5. Use Rule settings to review or change its controls.

Plan changes before saving #

• List the specific administrative task the agent should perform.
• Identify the required data access for each allowed action.
• Decide which operations require staff approval.
• Confirm which requests require identity verification or immediate handover.
• Check whether multiple agents share the same profile; a change can affect all agents using it.

Rules are enforced when a request is handled and checked again at approval time. An earlier request or pending approval does not guarantee that the same action remains allowed after a rule change.