Quick answer
An agent-only role is a member permission level that grants access to the live chat inbox and visitor context needed to answer conversations, without access to analytics reports, billing or site settings.
Why a separate role
Support staff need to see who they are talking to: the page the visitor is on, where they came from, their previous conversations. They do not need revenue reports, the full visitor list or the ability to change tracking. Giving everyone admin access is convenient and risky, especially with temporary staff or an outsourced team.
The principle is least privilege: each role has what the job needs. It limits mistakes, limits what a leaked password exposes, and makes it easier to answer "who can see customer data?" in a security review.
The agent-only role in TapCub
Members with the agent-only role can enter the chat inbox but have no access to analytics, either in the console or through the API. Owners, admins and analysts have full chat capabilities as well; for agent-only members, fine-grained switches decide extra rights such as messaging live visitors proactively. Agents can see their own performance; site-wide support reports are enabled by the site admin.
Chats are assigned by least load (open conversations ÷ maximum concurrent chats) or round robin, with a per-agent concurrency limit.
Common mistakes
- Sharing one login. Shared accounts make per-agent reports and access reviews meaningless.
- Admin by default. Start every support hire on the narrowest role and widen it when needed.
- Forgetting offboarding. Remove access the day someone leaves, especially external staff.
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