Getting started
Roles and team access: who does what in the dashboard
Understanding roles and team access within the Unless dashboard is essential for managing your organization’s AI customer agent effectively and securely. Unless provides a clear structure of user roles that define what each team member can see and do, ensuring proper access control and operational efficiency.
user roles and their permissions
Unless offers three distinct user roles, each with specific rights and limitations:
Admin: This role has full access to all features and settings within the customer account. Admins can manage users, configure the AI agent, adjust security settings, and oversee all aspects of the platform. They hold the highest level of control and responsibility.
User: Users have access to nearly all functionalities except for user management. They can work with the AI agent, configure moments, notifications, and other operational settings but cannot add, remove, or modify team members.
Team Assistant only: This role is designed for support agents who need to use the Team Assistant browser extension but do not require access to the dashboard itself. They can authenticate the extension and assist customers but cannot view or change dashboard configurations.
managing team members and roles
Adding and managing team members is straightforward:
To add a support agent who only needs the Team Assistant, navigate to Account and billing > Team and roles > Add user, then select the Team Assistant only role. This user can then authenticate the browser extension but will not have dashboard access.
Removing a user who has left the company is done by opening their profile in the dashboard and clicking Remove. This action immediately revokes their access while preserving their action history in the audit log for accountability.
The number of users you can add depends on your subscription plan. The Flex plan includes 10 team seats, the Fixed plan includes 50, and higher counts require consultation with your account manager.
access control principles and security
Unless enforces strict access control principles to protect your data and maintain compliance:
The customer organization has sole authority to grant access to team members.
Unless employees do not have default access to customer accounts.
Passwords are securely hashed and salted using bCrypt.
Data is encrypted both at rest and in transit using TLS with at least 128-bit AES encryption.
Data transport uses TLS with SHA-256 and RSA encryption.
additional security features
You can enable Multi-Factor Authentication (MFA) for your entire workspace by switching on the Require MFA option in the security policy. Existing users will be prompted to set up MFA on their next sign-in.
Single Sign-On (SSO) is supported on enterprise plans. You can configure SAML 2.0 with your identity provider to streamline authentication.
Integration API keys can be rotated at any time from the integration settings, with a 24-hour overlap period to ensure smooth transitions.
summary
Roles in Unless are designed to balance operational needs with security. Admins have full control, Users have broad access without user management rights, and Team Assistant only users focus on support tasks without dashboard visibility. Managing these roles carefully, along with enabling security features like MFA and SSO, helps maintain a secure and efficient AI customer agent environment.