HappyFox Messaging access depends on role permissions and category membership. Give staff the permissions for their tasks and associate agents with the conversation categories.
Required permissions
A Help Desk administrator who manages roles can review these permissions:
- Manage Chatbot: Configure the widget and manage other agents' Messaging availability.
- Assign tickets: Accept ownership of incoming conversations.
- Add reply via agent panel: Reply to contacts.
- Add related tickets: Create an email follow-up ticket.
- Create tickets in unassociated categories: Create an email follow-up ticket outside the agent's associated categories.
To receive incoming alerts, agents need the category association, Assign tickets, and Add reply via agent panel permissions. They must be signed in and Available for Messaging.
Review access
- Open Manage → Roles & Permissions and select the staff member's role.
- Review the permissions for their administration, conversation-handling, and follow-up tasks.
- Save any changes.
- Confirm the agent belongs to the configured Messaging categories.
Have the agent open the Conversations workspace and become Available when ready. Agents start Unavailable after sign-in.
See agent availability or missing-alert checks if needed.