What are User Roles?
User Roles allow Admins for your team to customize what Hi Marley features and settings operators have access to.
How to Assigning User Roles
Admins can manage user roles in the User Management tab in the Role column. Users can have more than one role.
Types of Roles
There are several roles including System Admin, Admin, Supervisor, Operator, Analyst, Mass Notifier, Triage Rep and Inbound <keyword>. Admins have the ability to change or add a role to a certain user. Users may also be assigned more than one role (e.g. Operator + Analyst). Not all roles will exist in all organization, and will depend on what functionality is deployed.
Note: Role permissions may vary. Reach out to your Hi Marley contact if you see that your permissions are not represented below.
General Permissions
System Admin |
Admin |
Supervisor |
Operator |
Analyst |
|
| Inbox, My Cases | NO | YES | YES | YES | NO |
| Inbox, All Open Cases | NO | YES | YES | YES | NO |
|
Cases (Cases, Claims & Policies) |
NO | YES | YES | YES | NO |
|
Organization Insights Dashboard (Analytics) |
NO | YES | NO | NO | YES |
My Team Dashboard |
NO | NO | YES | NO | NO |
| Inbound Chatbot Assignment | NO | NO | NO | NO | NO |
|
Outreach (Mass Notify) |
NO | NO | NO | NO | NO |
Settings |
YES* | YES* | YES* | NO | NO |
Settings Permissions
| System Admin | Admin | Supervisor | Operator | Analyst | |
|---|---|---|---|---|---|
ADMINISTRATION - ORGANIZATION |
x |
x |
x |
x |
x |
Case Types (Claim, General, Service) |
YES |
YES |
NO | NO | NO |
Welcome Messages |
YES |
YES |
NO | NO | NO |
Reassignment Messages (pending 2.81) |
YES |
YES |
NO | NO | NO |
Inactivity Auto Reply |
YES |
YES |
NO | NO | NO |
Message Prefixes (System + User) |
YES |
YES |
NO | NO | NO |
Delivery Failures |
YES |
YES |
NO | NO | NO |
Auto-Resend Welcome Message |
YES |
YES |
NO | NO | NO |
SSO Configuration |
YES |
NO | NO | NO | NO |
Org Settings (Notifications) |
YES |
YES |
NO | NO | NO |
ADMINISTRATION - OPERATIONAL |
x |
x |
x |
x |
x |
View Brands/LOBs |
YES |
YES |
NO | NO | NO |
Brands & Lines of Business (Add/Edit/Delete) |
YES |
NO | NO | NO | NO |
Manage Templates |
YES |
YES |
NO | NO | NO |
ADMINISTRATION - NOTIFICATIONS |
x |
x |
x |
x |
x |
Notifications |
YES |
YES |
NO | NO | NO |
TEAM MANAGEMENT |
x |
x |
x |
x |
x |
Users |
YES |
YES |
NO | NO | NO |
Groups & Subgroups |
YES |
YES |
YES | NO | NO |
INTEGRATIONS |
x |
x |
x |
x |
x |
Available Integrations |
YES |
YES |
NO | NO | NO |
Enabled Integrations |
YES |
NO | NO | NO | NO |
Quiet Hours |
YES |
NO | NO | NO | NO |
General Permissions (continued)
|
Focused Operator |
Mass Notifier | Triage Rep | Inbound - <Keyword> |
|
| Inbox, My Cases | YES | NO | NO | NO |
| Inbox, All Open Cases | NO | NO | NO | NO |
|
Cases (Cases, Claims & Policies) |
NO | NO | NO | NO |
| My Team Dashboard | NO | NO | NO | NO |
| Group Management | NO | NO | NO | NO |
|
Organization Insights Dashboard (Analytics) |
NO | NO | NO | NO |
| Inbound Chatbot Assignment | NO | NO | YES | YES |
| Templates Management | NO | NO | NO | NO |
| User Management | NO | NO | NO | NO |
|
Outreach (Mass Notify) |
NO | YES | NO | NO |
Settings |
NO | NO | NO | NO |
System Admin
System Admins have full access to all configuration within the redesigned Settings experience. This includes every Organization, Case Type, Integration, and Brand/Line of Business setting. System Admins can:
Configure Inactivity Auto-Reply and timer
Manage System Message Prefix and User Message Prefix
Enable or disable Delivery Failures
Configure Auto-Resend Welcome Message
Manage SSO configuration
Create, edit, and delete Brands and Lines of Business
Configure all Case Type settings (Claim, General, Service, future types) including reassignment messages
Manage the full Integrations experience, including Enabled Integrations and Partner Quiet Hours
View and edit all Notifications settings
Access full Team Management (Users & Groups)
Note:
The new Settings experience consolidates what used to be in both Manage and Settings into one unified Settings tab. System Admins no longer need the Admin role to view or access Settings.
If a System Admin also needs access to Team Management actions (inviting users, setting permissions, creating groups), they should be assigned both System Admin and Admin roles.
Admin
Admins now have expanded visibility and configuration options within the Settings tab, but with limited access compared to System Admins. Admins can:
Edit Users and Groups (Team Management)
Edit Welcome Messages across applicable case types
Manage Message Templates
Configure Inactivity Auto-Reply
Configure System and User Message Prefixes
Enable or disable Delivery Failures
Configure Auto-Resend Welcome Message
Edit Reassignment Messages at the case-type level
View (but not manage) Brands and Lines of Business
Access the lower section of each Integration card (read-only for Enabled Integrations / Quiet Hours)
Admins cannot:
Add, edit, or delete Brands or Lines of Business
Configure Enabled Integrations or Partner Quiet Hours
Access SSO configuration
Edit Case Type management settings (queues, case-type activation)
Legacy note:
The previous split between Manage and Settings no longer exists. Admins now access all their configuration capabilities directly from the new Settings hub.
Supervisor
Users with the role of Supervisor will be able to create and manage Groups within Hi Marley. The Supervisor role will also have access to the My Team Dashboard to review performance of operators whom they supervise and coach them based on the available metrics.
Operator
This will be the default permissions when a new user is created in Hi Marley. While permissions can be set to something different when setting up a user, if left blank, user permissions will default to Operator the first time a user logs into Hi Marley. From the operator’s standpoint, the Marley UI will allow a User with Operator role to view, edit, and communicate on cases and chats.
Focused Operator
The Focused Operator role is a more restricted version of the Operator role that only allows the user to view, edit, and communicate on chats they are assigned to.
Analyst
Users with the role of Analyst will only have access to the Insights tab (also called Analytics) and their sole use of the system is to monitor the metrics of their organization.
Mass Notifier
Users with the role of Mass Notifier will only have access to the Outreach tab (also called Notify) and their sole use of the system is to view, manage, and send bulk messages via the Outreach functionality.
Triage Rep
The Triage Rep role is used specifically for assignment within an inbound chatbot flow. Any user(s) with this role will be assigned any case generated from an inbound chatbot flow. It is used when there is a single inbound flow enabled for an organization.
Inbound - <Keyword>
The Inbound - <Keyword> roles are used specifically for assignment within inbound chatbot flows. Any user(s) with this role will be assigned any case generated from an inbound chatbot flow with a matching keyword. These roles are added to an organization when there are multiple inbound flows enabled for an organization. Each inbound flow will have a keyword associated with it and each flow will have a matching role.