Users

The Users section allows you to manage user roles and control access levels across the platform.

Each role is designed with specific permissions to ensure proper visibility, responsibility, and control within your team structure.

a. Human Agent

Human Agents represent users who handle conversations and operations within Cekat. Each agent is assigned a role that determines what they can access and manage.

Agent

Agents have limited access focused on handling assigned conversations. They can:

• View chats in inboxes where they are assigned
• Access conversations they are handling (Handled By)
• Access conversations where they are added as Collaborator

Supervisor

Supervisors manage team-level operations and visibility. They can:

• View chats and tickets within their assigned team
• Access the Users section in Settings
• Manage team member availability (online/offline status)

Super Agent

Super Agents have full access across the platform. They can:

• View all conversations and tickets
• Access all inboxes
• Configure settings and system-level configurations

b. Create New Agent

To create a new agent:

• Click Create Agent
• Fill in the required details: Name, Email, Password, Role (Super Agent, Supervisor, or Agent)

Once completed, the user can log in using the registered email and password.

c. Team

The Team section allows you to organize users into structured groups to improve collaboration, conversation distribution, and access control.

By grouping agents and supervisors into teams, you can manage conversations more efficiently and ensure the right people handle the right interactions.

To create a new team:

• Go to Settings → Users → Team
• Click Create Team
• Enter the Team Name
• Select Agents
• Select Supervisors
• Click Create

Once created, the team structure will be applied across conversation handling and visibility.

d. Agent Visibility Settings

Agent Visibility Settings allows you to control what users can access and how they interact with conversations based on their role.

This ensures better control over collaboration, data visibility, and operational boundaries.

Agent

• Lock "Take Over Chat" Button → When enabled, agents will not be able to take over conversations that are:
  • Assigned to another user
  • Currently handled by AI

This helps prevent unintended interruptions and ensures conversations remain with the assigned owner.

Supervisor

Supervisors can be granted additional access controls:

• Allow Access to Contacts → When enabled, the Contacts page will be visible in the main menu
• Allow Access to Broadcast → When enabled, the Broadcast page will be visible in the main menu