Manage Who Can Use and Build
Once your agent is live, more people get involved: the people who chat with it, the colleagues you invite to use it, and the teammates who help you build it. This step shows you who is who, and how to control what each of them can see and do.
Before you start
- Your agent is published and reachable on at least one channel. See Embed Chat on Your Website, Connect to WhatsApp or Connect to Instagram.
- Your agent belongs to an organization. Organization roles (Owner, Admin, Builder, Billing) are explained in Roles & Permissions.
Four kinds of people around an agent
In the CMS sidebar, the Users group lists everyone with a relationship to the current agent, ordered from the lightest relationship to the deepest.
| Who | What they do | Where you see them |
|---|---|---|
| Participants | People who signed in and chatted with the published agent, on any channel. Anonymous visitors and chats in the CMS Preview do not appear. | Users → Participants |
| Members | Organization users you have explicitly given access to this agent. Members can carry permission codes that unlock restricted knowledge. On a Private agent, only members can chat. | Users → Members |
| Contributors | Organization Builders who are allowed to configure this specific agent. | Users → Contributor |
| Organization users | Everyone in your organization. Owners and Admins can manage every agent; other users only get access to an agent when they are added as a member or contributor. | The Organization page (outside the agent) |
Example: Kirana Group runs Atlas, its operations assistant. Every employee who signed in and asked Atlas something is a participant. The finance team are members with the
FINANCEpermission code, so they also get answers from finance-only material, and site safety staff holdSITE-HSE. Two Builders from Kirana's IT team are contributors who maintain Atlas's knowledge. Rina Wijaya, Kirana's operations lead and the organization owner, manages all of this from the Organization page.
The pages in this step
| Page | What you will do |
|---|---|
| Participants | Find the people who chat with your agent, filter them, read their conversations, and see what the agent remembers about them. |
| Team Members and Contributors | Add organization users as members, give them permission codes, and see who can configure the agent. |
| Knowledge Permissions | Create permission codes and use them to restrict documents, websites and videos to the right people. |
| Availability | Decide whether anyone can use the agent (Public) or only invited members (Private), and whether users must log in. |
Where to start
- Your agent is public and you just want to see who uses it? Start with Participants.
- Your agent is for a specific group of people? Go through the pages in this order: Knowledge Permissions (only if some content is confidential), then Team Members and Contributors, and finally Availability to switch the agent to Private.
Note: Members and Availability appear in the sidebar only for people with Owner access to the agent. Contributors see Participants, Contributor and Permissions.
For a field-by-field description of each screen, see the Users reference in Help.
Next steps
- Next in the journey: Hand Off to a Human, so a supervisor can take over conversations the agent should not handle alone.
- Managing Agent Access: add contributors and decide what each of them may read.