Before You Begin
The instructions in this article pertain to the new Custom Roles and Permissions feature. If you have not migrated to this version of Roles, please contact your account representative. You can find more details on the Custom Roles and Permissions feature here.
Role Descriptions
Based on user research as well as discussions with the CX and Sales teams, Coconut has designed several recommended Custom Roles that the majority of our customers will find useful. These range from Administrative roles, to those for appointment-taking staff, to those designed around a specific job responsibility. Note that staff may be assigned more than one Custom Role, and the permissions in the combination of Roles are cumulative.
All users must be assigned at least one Custom Role as well as a base Profile (which used to be the Role in the pre-CRP system). Each recommended Custom Role has an associated recommended Profile, as some Profiles have abilities and intrinsic permissions that are necessary to make the best use of pages the user is given access to. To understand more about this, please read this section about the intrinsic permissions for each Profile here.
A brief description of each of the recommended Custom Roles are as follows - full permission breakdowns may be found in the next section:
General Administrator
Recommended Profile: Admin
This role would give a user nearly every permission. It is intended for the individual responsible for configuring and managing Coconut on an ongoing basis.
Business Administrator
Recommended Profile: Admin
This role is intended for a user who is responsible for managing Coconut, but not necessarily configuring it. It lacks access to some of the more technical configuration tools, but has access to reporting and some general and notification settings for ongoing configuration.
IT Administrator
Recommended Profile: Admin
This role includes permissions for any area of Coconut that might be necessary for technical configuration or assessment, like the Webhooks page and IT & Integrations Settings area. The Schedule page is also included so the user may troubleshoot calendar integrations.
Marketing / Branding Representative
Recommended Profile: Admin
Any Coconut pages that allow the user to configure Branding and / or client-facing elements are included in the permissions for this role. This includes the Services page (to adjust Service descriptions and Faster Route), as well as Branding Settings and Booking Shortcuts.
Data Analyst
Recommended Profile: Admin
This role is a good example of one that may be granted to a user in addition to their role-based Custom Role. It provides access to Reports, Insights, and Analytics pages. Please note that there are additional configurations necessary for a user to access the Advanced Analytics page, such as purchasing the add-on and having Coconut provide access to their specific user ID.
Branch Manager
Recommended Profile: Manager
This role is designed for a senior-level Branch Manager - with permissions to not just edit Staff, their assignments, and the Schedule, but to edit the branch Location itself, along with its Hours and Notifications. Note that they do not have the ability to Archive or Create Locations, just Edit.
Team Lead
Recommended Profile: Manager
This role provides a more tailored experience than the Branch Manager, allowing the user only the pages necessary to manage their team and assignments at their Location, but not the Location or its Hours. Note that this recommended role has the ability to Create, Edit, and Archive Staff.
Service Providing Staff Member
Recommended Profile: Staff Advanced
A user assigned this role would have access to any pages and actions that allow them to facilitate appointments and walk-ins on a day to day basis. This role does not include any permissions that allow the user to configure the system in any way, and only allows them to Create and Edit Clients, Appointments, and Queue Appointments.
Contact Centre Representative
Recommended Profile: Contact Centre
This role includes any permissions necessary for a Contact or Call Centre representative to create and edit appointments on behalf of Clients, as well as creating and editing Clients in Coconut. Note that this role would be able to create appointments through the Contact Centre Booking Page (designed specifically for Contact Centre representatives) as well as through the Schedule appointment booking page. Even though the role doesn’t allow access to the Schedule, the user may access the Schedule specific booking page by going through the “+New” button, if it has been configured to do so.
Contact Centre Manager
Recommended Profile: Manager
This role has all the permissions as the Contact Centre Representative role, but also has the ability to Archive a Client. They can also Create and Edit Staff on the Staff Page, in the case they need to manage their Contact Centre team.
Greeter / Receptionist
Recommended Profile: Staff Advanced
A user assigned this role would be able to view the Schedule for their Location, create Appointments and Queue Appointments (walk-ins)for any Staff, as well as create Clients and edit their details. They would also have access to the Booking Shortcuts page in the case they need to create a specialized one for Clients.
Role Permissions
General Administrator
Pages
Analytics Page
Booking Shortcuts Page
Clients Page
Contact Centre Booking Page
Hours Overview Tab
Hours Page
Import/Export Page
Insights Page
Insights: Busy Times Tab
Insights: Overview Tab
Lobby Page
Location Hours Tab
Locations Page
Meeting Spaces Page
Points Page
Quickstream Page
Reports Page
Schedule Page
Services Page
Services: Service Categories Page
Staff Groups Page
Staff Page
Staff: Assignments Page
Actions
Archive Client
Archive Location
Archive Staff
Create New Appointment
Create New Client
Create New Location
Create New Queue Appointment
Create New Staff
Edit Appointment
Edit Client
Edit Location
Edit Queue Appointment
Edit Staff
Settings
Settings Page
Access Settings Tab: Edit
Access Settings Tab: View
Branding Settings Tab: Edit
Branding Settings Tab: View
General Settings Tab: Edit
General Settings Tab: View
Integrations Settings Tab: Edit
Integrations Settings Tab: View
Notification Settings Tab: Edit
Notifications Settings Tab: View
Business Administrator
Pages
Analytics Page
Booking Shortcuts Page
Clients Page
Import/Export Page
Insights Page
Insights: Busy Times Tab
Insights: Overview Tab
Reports Page
Services Page
Services: Service Categories Page
Staff Groups Page
Staff Page
Staff: Assignments Page
Actions
Archive Client
Archive Staff
Create New Appointment
Create New Client
Create New Queue Appointment
Create New Staff
Edit Appointment
Edit Client
Edit Location
Edit Queue Appointment
Edit Staff
Settings
Settings Page
Access Settings Tab: View
Branding Settings Tab: View
General Settings Tab: Edit
General Settings Tab: View
Integrations Settings Tab: View
Notification Settings Tab: Edit
Notifications Settings Tab: View
IT Administrator
Pages
Import/Export Page
Quickstream Page
Schedule Page
Webhooks Page
Actions
Create New Appointment
Edit Appointment
Settings
Settings Page
Access Settings Tab: View
General Settings Tab: View
Integrations Settings Tab: Edit
Integrations Settings Tab: View
Notifications Settings Tab: View
Marketing / Branding Representative
Pages
Booking Shortcuts Page
Services Page
Services: Service Categories Page
Actions
None
Settings
Settings Page
Branding Settings Tab: Edit
Branding Settings Tab: View
General Settings Tab: View
Notifications Settings Tab: View
Data Analyst
Pages
Analytics Page
Insights Page
Insights: Busy Times Tab
Insights: Overview Tab
Reports Page
Actions
None
Settings
None
Branch Manager
Pages
Analytics Page
Booking Shortcuts Page
Clients Page
Hours Overview Tab
Hours Page
Insights Page
Insights: Busy Times Tab
Insights: Overview Tab
Lobby Page
Location Hours Tab
Locations Page
Meeting Spaces Page
Quickstream Page
Reports Page
Schedule Page
Staff Groups Page
Staff Page
Staff: Assignments Page
Actions
Archive Client
Archive Staff
Create New Appointment
Create New Client
Create New Queue Appointment
Create New Staff
Edit Appointment
Edit Client
Edit Location
Edit Queue Appointment
Edit Staff
Settings
Settings Page
General Settings Tab: View
Notifications Settings Tab: View
Team Lead
Pages
Booking Shortcuts Page
Clients Page
Hours Page
Insights Page
Lobby Page
Reports Page
Schedule Page
Staff Page
Staff: Assignments Page
Actions
Archive Staff
Create New Appointment
Create New Client
Create New Queue Appointment
Create New Staff
Edit Appointment
Edit Client
Edit Queue Appointment
Edit Staff
Settings
None
Service Providing Staff Member
Pages
Booking Shortcuts Page
Clients Page
Hours Page
Insights Page
Lobby Page
Schedule Page
Actions
Create New Appointment
Create New Client
Create New Queue Appointment
Edit Appointment
Edit Client
Edit Queue Appointment
Settings
None
Contact Centre Representative
Pages
Chat Page
Clients Page
Contact Centre Booking Page
Actions
Create New Client
Edit Appointment
Edit Client
Settings
None
Contact Centre Manager
Pages
Chat Page
Clients Page
Contact Centre Booking Page
Staff Page
Actions
Archive Client
Create New Client
Create New Staff
Edit Appointment
Edit Client
Edit Staff
Settings
None
Greeter / Receptionist
Pages
Booking Shortcuts Page
Clients Page
Lobby Page
Schedule Page
Actions
Create New Appointment
Create New Client
Create New Queue Appointment
Edit Appointment
Edit Client
Edit Queue Appointment
Settings
None