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Chat with usThe five roles
Members are managed under SettingsMembers. One login can belong to many sites with a different role on each.
| Role | Analytics | Live chat | Settings |
|---|---|---|---|
| Owner | Everything | Everything | Everything, including deleting the site. Cannot be changed through the member list. |
| Admin | All reports | Inbox, every conversation | Settings, invites, chat settings, compliance actions |
| Analyst | All reports, create goals and funnels | Inbox, every conversation; no export or delete, no knowledge-base edits | — |
| Viewer | Read-only reports | No inbox | — |
| Agent-only | None — sees only the Live chat menus | Conversations assigned to them plus unassigned ones; reports for themselves only | — |
Agent-only exists so support staff can work the inbox without seeing analytics. Its defaults are tight — no export, no delete, own conversations only — and an Admin can loosen each switch under Live chatAgents. Saved switches apply to online agents immediately.
Invite someone
- Ask them to sign up first. The invite does not send a sign-up email. Members are added by an email that already has a TapCub account.
- Add the email and pick a role. Owner, Admin and the analytics plan's member limit apply: 1 on Free, 3 on Pro, 10 on VIP 1, unlimited on VIP 2.
- Optional: narrow the scope. An Admin can restrict a member to specific channels, platforms or hostnames, hide property keys that contain personal data, and set a masking floor. Each list holds up to 50 entries.
What each role sees of personal data
Display masking has three levels: none, partial and full. Partial keeps the first character and the domain of an email, the last four digits of a phone number, and the ends of other strings. Defaults: Admins see identifiers in the clear; Analysts see direct identifiers partially masked; Viewers see them fully masked. An Admin can change the policy per role, and set a stricter floor per member — the strictest level wins.
Presence and auto-assignment
In the inbox each agent sets themselves online, away or offline. Away and offline receive no new assignments. The display name and signature a visitor sees can differ from the login name.
Under Live chatChat settingsAppearance, turn on Auto-assign new conversations and pick a strategy:
- Least load — open conversations divided by each agent's max concurrent; the smallest ratio wins. A cap of 0 means no limit.
- Round robin — agents take turns.
When everyone is at their cap, the conversation stays in Waiting. Reclaim when the owner is offline returns a conversation to Waiting if its agent has been offline longer than N minutes and the visitor still has unread messages; the visitor is not told.
Transfer and audit
To transfer, pick a colleague and write a handoff note — visible to agents only. The visitor sees a system line. The move is recorded on the conversation timeline and in the audit log, and an offline colleague sees it when they come online. Two-step verification for every member can be required by the account owner under Account settingsSecurity.