Engage provides Financial Institutions with several unique user roles. Each user role gives you different access, functionality, and permissions throughout the Engage Platform.
Below is a description of each user role:
Agents can receive email notifications and have access to the Elle Platform to review and respond to text messages. This access can be restricted to a specific Elle Journey or give you access to all Elle Journeys within your organization.
Monitors can review all text messages on the Elle Platform, regardless of journey assignment. However, Monitors cannot respond to message conversations and will not receive email notifications.
Administrators can review all text messages across all Elle journeys, receive email notifications, respond to any conversation, and edit configuration for the entire Organization. Administrators can also restrict email notifications to a specific journey or set of journeys.
In addition to user roles limiting access and privileges, the Engage Platform also offers 'Journeys'.
Journeys group conversations based on where a conversation originated from or the path it took as your different teams interacted with your members or customers.
A conversation can only be associated with one Journey at a time. Your team members can "forward" a conversation from one journey to another one.
Only agents directly "assigned" to a journey can see and interact with conversations associated with that journey (within the scope of the user role that the agent has).
Setting up Engage Users is as easy as sending an email to your Account Manager or if you're not sure who that is, email your request to email@example.com