CustomAgentRoles

Returns custom agent roles, including role configuration and permission details.

Table-Specific Information

Select

The following queries are processed server-side while other filters are processed client-side within the provider. This operation is allowed for logged-in users with the "agent" role.

SELECT * FROM CustomAgentRoles

When Id is mention in the criteria, the query is allowed only for logged-in users with the "admin" role or agents with the "manage_roles" permission.

SELECT * FROM CustomAgentRoles WHERE Id = '13575064971293'

Insert

The Name column is required to insert. This operation is allowed for logged-in users with the "admin" role or agents with the "manage_roles" permission.

INSERT INTO CustomAgentRoles (Name, Description, ConfigurationChatAccess, ConfigurationUserViewAccess) VALUES ('Test', 'Description', true, 'readonly')

Update

You must specify the Id of the custom agent role to update it. All fields that are not readonly are optional. This operation is allowed for logged-in users with the "admin" role or agents with the "manage_roles" permission.

UPDATE CustomAgentRoles SET Name = 'Updated Name', Description = 'Updated description', ConfigurationChatAccess = false, ConfigurationUserViewAccess = 'readonly' WHERE Id = '13575064971293'

Delete

You must specify the Id of the custom agent role to delete it. This operation is allowed for logged-in users with the "admin" role or agents with the "manage_roles" permission.

DELETE FROM CustomAgentRoles WHERE Id = '13575064971293'

Columns


Name	Type	ReadOnly	References	Description
Id [KEY]	Long	True		Automatically assigned upon creation.
Name	String	False		Name of the custom role.
Description	String	False		A description of the role.
CreatedAt	Datetime	True		The time the record was created.
UpdatedAt	Datetime	True		The time the record was last updated.
ConfigurationChatAccess	Boolean	False		Indicates whether the agent has access to Chat.
ConfigurationEndUserProfileAccess	String	False		What the agent can do with end-user profiles. Allowed values are edit, edit-within-org, full, readonly.
ConfigurationForumAccess	String	False		The kind of access the agent has to Guide. Allowed values are edit-topics, full, readonly.
ConfigurationForumAccessRestrictedContent	Boolean	False		Indicates whether the agent has access to restricted content in Guide forums.
ConfigurationMacroAccess	String	False		What the agent can do with macros. Allowed values are full, manage-group, manage-personal, readonly.
ConfigurationManageBusinessRules	Boolean	False		Indicates whether the agent can create and manage schedules and view rules analysis.
ConfigurationManageDynamicContent	Boolean	False		Indicates whether the agent can access dynamic content.
ConfigurationManageExtensionsAndChannels	Boolean	False		Indicates whether the agent can manage channels and extensions.
ConfigurationManageFacebook	Boolean	False		Indicates whether the agent can manage Facebook pages.
ConfigurationOrganizationEditing	Boolean	False		Indicates whether the agent can add or modify organizations.
ConfigurationReportAccess	String	False		What the agent can do with reports. Allowed values are full, none, readonly.
ConfigurationTicketAccess	String	False		What kind of tickets the agent can access. Allowed values are all, assigned-only, within-groups, within-groups-and-public-groups, within-organization.
ConfigurationTicketCommentAccess	String	False		What kind of tickets the agent can access. Allowed values are all, assigned-only, within-groups, within-groups-and-public-groups, within-organization.
ConfigurationTicketDeletion	Boolean	False		Indicates whether the agent can delete tickets.
ConfigurationTicketMerge	Boolean	False		Indicates whether the agent can merge tickets.
ConfigurationTicketTagEditing	Boolean	False		Indicates whether the agent can edit ticket tags.
ConfigurationTwitterSearchAccess	Boolean	False		Indicates whether the agent has access to Twitter search.
ConfigurationViewAccess	String	False		What the agent can do with views. Allowed values are full, manage-group, manage-personal, playonly, readonly.
ConfigurationUserViewAccess	String	False		What the agent can do with customer lists. Allowed values are full, manage-group, manage-personal, none, readonly.
ConfigurationAssignTicketsToAnyGroup	Boolean	False		Indicates whether the agent can assign tickets to any group.
ConfigurationCustomObjects	String	False		A list of custom object keys mapped to JSON objects that define the agent's permissions (scopes) for each object. Allowed values: are read, update, delete, create. The read permission is required if any other scopes are specified.
ConfigurationEndUserListAccess	String	False		Indicates whether the agent can view lists of user profiles. Allowed values are full, none.
ConfigurationExploreAccess	String	False		The level of access the agent has to Explore. Allowed values are edit, full, none, readonly.
ConfigurationGroupAccess	Boolean	False		Indicates whether the agent can add or modify groups.
ConfigurationLightAgent	Boolean	False		Indicates whether the agent is configured as a light agent.
ConfigurationManageAutomations	Boolean	False		Indicates whether the agent can create and manage automations.
ConfigurationManageContextualWorkspaces	Boolean	False		Indicates whether the agent can view, add, and edit contextual workspaces.
ConfigurationManageGroupMemberships	Boolean	False		Indicates whether the agent can create and manage group memberships.
ConfigurationManageGroups	Boolean	False		Indicates whether the agent can create and modify groups.
ConfigurationManageOrganizationFields	Boolean	False		Indicates whether the agent can create and manage organization fields.
ConfigurationManageOrganizations	Boolean	False		Indicates whether the agent can create and modify organizations.
ConfigurationManageRoles	String	False		Indicates whether the agent can create and manage custom roles with the exception of the role they are currently assigned. Does not allow agents to update role assignments for other agents. Allowed values are all-except-self, none.
ConfigurationManageSkills	Boolean	False		Indicates whether the agent can create and manage skills.
ConfigurationManageSlas	Boolean	False		Indicates whether the agent can create and manage SLAs.
ConfigurationManageSuspendedTickets	Boolean	False		Indicates whether the agent can manage suspended tickets.
ConfigurationManageTeamMembers	String	False		Indicates whether the agent can manage team members. Allows agents to update role assignments for other agents. Allowed values are all-with-self-restriction, readonly, none.
ConfigurationManageTicketFields	Boolean	False		Indicates whether the agent can create and manage ticket fields.
ConfigurationManageTicketForms	Boolean	False		Indicates whether the agent can create and manage ticket forms.
ConfigurationManageTriggers	Boolean	False		Indicates whether the agent can create and manage triggers.
ConfigurationManageUserFields	Boolean	False		Indicates whether the agent can create and manage user fields.
ConfigurationModerateForums	Boolean	False		Indicates whether the agent can moderate Guide forums.
ConfigurationOrganizationNotesEditing	Boolean	False		Indicates whether the agent can add or modify organization notes.
ConfigurationSideConversationCreate	Boolean	False		Indicates whether the agent can contribute to side conversations.
ConfigurationTicketEditing	Boolean	False		Indicates whether the agent can edit ticket properties.
ConfigurationTicketRedaction	Boolean	False		Indicates whether the agent can redact content from tickets. Only applicable to tickets permitted by ticket_access.
ConfigurationViewDeletedTickets	Boolean	False		Indicates whether the agent can view deleted tickets.
ConfigurationVoiceAccess	Boolean	False		Indicates whether the agent can answer and place calls to end users.
ConfigurationVoiceDashboardAccess	Boolean	False		Indicates whether the agent can view details about calls on the Talk dashboard.
RoleType	Integer	True		The user's role Id. The value is 0 for a custom agent.
TeamMemberCount	Integer	True		The number of team members assigned to this role.