Role-Based Access Control (RBAC)

Overview

Role-Based Access Control (RBAC) in Chat360 enables administrators to manage platform access through roles and granular permissions.

The system is designed to be flexible, allowing admins to define multi-level access structures, where users can be assigned precise capabilities across features.

With RBAC, you can:

• Create custom roles with granular permissions

• Assign multiple roles to a single user

• Control access using Read, Manage, Delete

• Configure multi-level admin hierarchies

• Maintain system-defined roles for consistency

Role Hierarchy

RBAC follows a structured hierarchy of roles:

Member Role (Multi-Level Admin)

The Member role is a flexible role that acts as a configurable admin layer below Admin.

Key Characteristics:

• Can be assigned any combination of permissions across all features

• Acts as a multi-level admin, depending on permissions granted

• Can have access equal to Admin (except core admin restrictions), or limited access

• Fully controlled by Admin

How It Works:

• If Admin has access to 50 features:

  • Members can also be given access to all 50 features

  • Admin decides the level:

    • Read

    • Manage

    • Delete

• Permissions are fully configurable and scalable

Positioning:

• Always below Admin

• Can act as:

  • Sub-admin

  • Department admin

  • Restricted admin

  • Observer with elevated visibility

Default Roles

Notes:

• Agent and Team Manager roles are auto-created for existing clients

• These roles are immutable

• Member role is configurable and editable

Permission Types

Each feature supports three levels of access:

• Read → View access only

• Manage → Create and update

• Delete → Remove access

Access Hierarchy

Permissions are structured into three levels:

1. Main Feature Category

2. Sub-Category

3. Feature Type

Cascading Logic:

• Selecting a permission at a higher level automatically applies to all nested levels

• Ensures consistency and reduces manual configuration

Create a New Role

Step 1 — Navigate to Role Management

Go to Settings → Manage Roles

Step 2 — Click "Create Role"

Step 3 — Enter Role Details

• Role Name

• Description

Step 4 — Configure Permissions

Expand categories and assign:

• Read

• Manage

• Delete

Behavior:

• Category-level selection cascades to all features under it

• Permission availability indicators:

  • NA → Not applicable

  • Exists → Available

  • To Do → Upcoming

Step 5 — Save Role

Assign Roles to Users

Step 1 — Go to User Management

Settings → Team / Users

Step 2 — Select User

Step 3 — Assign Roles

• Assign one or multiple roles to the user

Multi-Role Behavior:

• Users can have multiple roles

• Final permissions = union of all assigned roles

Example:

• Member → Manage access

• Agent → Chat access

• Final → Combined access from both roles

Admin Control & Delegation

Admins can:

• Create multiple Member roles as sub-admin layers

• Assign feature-level permissions

• Delegate control without giving full admin access

Example Use Cases:

• Operations Admin → Full Manage access except Delete

• Marketing Admin → Access only to campaigns

• Support Lead → Manage chats and agents