Moobidesk provides role-based access control with two distinct user types, each with specific capabilities and access levels.

Role Overview

Agent

Agents are frontline users who handle customer interactions across all supported channels.

Capabilities

• View and respond to assigned conversations
• Access customer contact information and history
• Use canned messages and templates
• Apply conversation tags and labels
• Transfer conversations to other agents or queues
• Set availability status (Available, Busy, Away, Offline)

Limitations

• Cannot view other agents' conversations
• Cannot access system configuration
• Cannot generate system-wide reports

Supervisor

Supervisors oversee agent teams and ensure service quality.

Capabilities

• All Agent capabilities
• View all conversations in assigned queues
• Monitor real-time agent status and performance
• Reassign conversations between agents
• View team-level statistics and metrics
• Access skill set assignments

Limitations

• Cannot modify system settings
• Cannot manage user accounts
• Limited report customization

Permission Matrix

Best Practices

• Assign the minimum role required for each user's responsibilities
• Regularly review user access and remove inactive accounts
• Use Supervisor role for quality assurance teams