How do User Roles and Permissions work in the Whispli Case Management?

You can assign users in Whispli to any of the following roles available. Administrators, restricted admins and configurators can change the role of a user in settings, unless roles are managed through SSO. 

Below is a detailed explanation of each role and the rights they provide.

What are the available roles? 

 

1. Admin

Admin users have access to all permissions. They can see all data, manage users, and all settings. Admins can also lock specific reports so they are not accessible to anyone else in the organisation.

In more details, this user can: 

• see and access all reports even if they are not a member or owner of a report
• see and access all projects even if they are not a member or owner of a project 
• take ownership of a report at all time and add/remove current members of that report
• lock a report to avoid members to have access to that report
• Access all settings to configure the account 
• Create and share dashboards with any user or user group
• Export the full report data
• Access and search the audit trail

 

2. Configurator

Configurators can configure Whispli but cannot access any report or project. They will also be able to manage the Settings explained below. Organisations typically use the configurator role for their IT team when setting up Whispli and later on to adapt the  configuration. If the organisation requests the support of the Whispli staff, Whispli Customer Success Managers may access their production platform as configurators, to adapt the settings without any access to report data. 

 

In more details, this user has:

• Access (view and edit) to Pages (all pages), Channels (all channels), Workflows (all workflows), Automations (all automations) and Analytics to be able to configure them. 
• Access to Organisation Settings (view and edit) except the Audit Trail or Data export functionality (these two features are only accessible by Admins).  
  • Overview (adapt logo, account name and time zone)
  • Users (depending on the user management settings, configurators may be able to create, upgrade/downgrade and deactivate users). 
  • User Groups (create, edit and delete user groups). 
  • Data Retention (define new data retentions, archive them). 
  • Status (create, rename, reorder and archive statuses). 
  • Tags  (create). 
• Not access to any reports or projects tab in their menu.
• Create and share charts and dashboards (without seeing the data): the charts will remain empty for the configurators). 

 

3. Member

By default, all users are members. They will either need to be invited to reports or projects to have access to them, or be assigned through automations. Case managers are usually given the role of member. 

 

In more details, this user can: 

• collaborate on a report if they are added to it manually or through an automation
  • See the content of a report
  • Exchange chat messages & files with the reporter
  • View and edit the workflow
  • View and send notes
  • View and upload files 
  • View and edit tags 
  • Create tasks
  • View and edit participants (when the participant feature is available on the account)
  • Edit status 
  • Add more members
  • When the owner of a case, Reassign it to someone else
• collaborate on a project if they are added to it manually or through an automation (see and edit project description, comments, workflow, uploaded files, tags, status, add members)
• If authorized to see cases who have no owner, take ownership of unowned reports. 
• only see the list of reports they are the owner of and reports they are a member of in the "reports" tab.
• only see the list of projects they are the owner of and projects they are a member of in the "projects" tab.
• Create and submit a new report (only accessible on accounts where the internal form feature has been purchased). 
• Create charts in the Analytics section, but the data displayed on their charts and dashboards will only reflect the data from the cases they have access to. 

Tip: You can combine the role of Member and Configurator for a User to give access to the configuration tabs (pages, channels, workflows and automations) while limiting their access to reports and projects contents.

At the configuration level, this user does not have access to data extraction & the audit trail.

 

4. Restricted Admin

The restricted Admin has the same permissions as an Admin, but can only access reports and projects they are a member of, and unassigned reports.

 

In more details, this user can: 

• See and access reports they are assigned to or unassigned reports 
• See and access projects they are a member of 
• has the same access as the Configurator in order to configure the account
• Has access to the audit trail 
• take ownership of the new report if it does not have any owner
• View, create and share dashboards, but they can only see the report data they have access to. 

A restricted admin cannot: 

• Perform data extracts 
• Access all reports 
• Access all projects

 

5. Analytics Manager

The Analytics manager is a role that provides access to the consolidated data from all the reports and projects. However, an analytics manager cannot access the report details: they are locked out of reports. An Analytics manager is usually a role granted to managers who need to provide reporting data but are not involved in the management of reports. 

 

In more details, this user can: 

• Create, edit and share dashboards, seeing the metrics of ALL the reports and ALL the projects. 

 

Tip: You can combine the role of Member and Analytics Manager for a User to have access to the details of reports they need to manage, and the overview of all reports for reporting purposes. The report and project lists will then be accessible to them but all reports and projects will be locked unless they are a member on them. 

6. Guest

A guest is a user granted access to a single report as a viewer. This user role is typically granted to external parties who need to read the content of the report to provide their opinion or expertise. 

 A guest has no writing rights on a report. They can only view the information that has been shared with them by a case manager. A guest can be added manually on a report by any user with a member, admin or restricted admin role. They can also be added through an automation. They have no registered account in Whispli and can only access reports through the link available in the email notification they receive when a report is shared with them. Access to reports is always limited in time. 

In more details, this user can: 

• View the report 
• If shared with them, they can see: 
  • Messages exchanged between case managers and reporter
  • Notes 
  • Workflows 
  • Files 
  • Tasks
  • Tags

The guest user can never input any information in the system. 

Which Features Does A Role Gain Access To?