SCOPCHAT Reference Guide

SCOPCHAT encompasses 10 key entities:

1. Tenants (Organizations)
   

2. Users

3. Queues

4. Interactions

5. Messages

6. Contacts

7. Channels

8. Providers

9. Distributed Providers

10. Distributed Channels
    

1. Tenants (Organizations)

• Operator:

  • The sole tenant to harbor a system administrator, granting comprehensive system management capabilities.

  • Resides at the top of the hierarchy and the tenant tree.

  • Possible subtenant types include Distributor, Reseller L1, and Clients.

  • Notably, only one operator type tenant is permitted in the entire SCOPCHAT system.

• Distributor:
  

  • Can incorporate Reseller L1 and Clients as subtenant types.
    

• Reseller L1:

  • Permits Reseller L2 and Clients as subtenant categories.

• L2 Reseller (AGENT):
  

  • Exclusively allows clients as subtenants.
    

• Client:

  • Represent the end customer.

  • Cannot have subtenants.
    

System limitations for tenants:

• Deactivating a tenant leads to the deactivation of all its subtenants.

• A restoration of a tenant only ensures the restoration of the data deleted at the time of the archiving process of the tenant.

• Restored users in the tenant restoration process may be skipped if username or email is taken.

• Restored channels in the tenant restoration process may be skipped if the account name is taken.

• There can only be one operator-type tenant in the system.

• You cannot archive/delete tenant if :

  • It has active interactions, therefore every interaction must be closed.

  • If the tenant has active subtenants.

1. Holds paramount authority in the system.

2. Granted full system privileges.

3. Exclusive to the operator type tenant.

1. Every tenant is equipped with a tenant admin, tasked with internal tenant management and limited external tenant access.

2. Within their tenant, they can perform actions such as Get, Create, Delete, Restore, Update on Channels, Queues, Contacts, Messages, Interactions, Users, Distributed Providers, and Distributed Channels.

3. Access to certain entities is restricted in direct subtenants.

4. Outside their direct subtenants, they can only access reports.
   

Managers:

Confined to their tenant, they can manage Users, Channels, Queues, Contacts, Messages, and Interactions.

1. Access to Distributed Providers and Distributed Channels is prohibited.
   

Agents:

Restricted to managing interactions they're associated with, or linked to by a queue they're a part of.

Users:

• When a user is disabled, they are removed from their queues.
• Before a user is deactivated/archived, their interactions must be closed and the same goes for their channels.
• If an agent is deactivated/archived, their interactions and channels are redirected to the tenant.
• A user cannot be restored if their username or email are no longer available.
• An admin type user can only be created in an operator type tenant.
• The creation limitation attached to roles is represented by a pyramid where the top is the admin , and the bottom is agents and users.
• A user cannot delete another user who has the same role.
  

3. Queues

1. Queues serve as a mechanism to segregate inbound interactions and associate them with a designated user group.
   

System limitations for queues:

1. You cannot delete a queue used by an active interaction, therefore you need to clean the interactions.
   

4. Interactions

Interaction:

1. An interaction represents a discussion created following the reception of a message or the creation of a new conversation.
   
2. An interaction groups a list of messages.
   

5. Messages

• Message:
  

  • Constitutes text exchanged between a user and an external client or vice versa.

• Presently, any tenant user (Tenant_admin, Manager, Agent, User) can create, modify, or delete a contact. Contacts remain tenant-specific.
  

• Channel:

  • The channels are an in app router, they direct interactions to the right places.
    

1. The channels are accessible only within the tenant and in view only for the parent tenant and with limited access view.
2. A channel cannot be restored if its account name is no longer available.
3. You cannot create a channel if the account name is already taken by a channel or a distributed channel.
4. You cannot delete a channel used by an active interaction, therefore you need to clean the interactions.

8. Providers:

• Provider:
  

  • The providers are the transport tools from the SCOPCHAT API to the outside and the opposite way.

9. Distributed Providers:

1. The distributed providers are the first half of a process enabling a way for tenants to play the role of a provider in the system for their subtenants.
   

2. Basically it holds sensitive data as an api key or token that you don’t want to share for your subtenants.
   

10. Distributed Channels:

1. The distributed channels are the other half of the process enabling a way for tenants to play the role of a provider in the system for their subtenants.
   
2. Basically it holds DIDs you want to share for a specific subtenant, therefore when the process is completed , it will appear in the channel creation page , as a new category in the provider selection section.
   
3. If selected, the distributed channel serves as a blueprint in the creation of the channel.
   

System limitations for distributed channel:

• You cannot delete a distributed channel used by an active channel, therefore you need to clean the channels used.
• You cannot create a distributed channel if the account name is already taken by a channel or a distributed channel.
• You can only create a distributed channel for your descendant tenants.
  

B. SCOPCHAT features limited by permissions:

Capabilities on the Tenant Entity Based on Roles

Introduction:

This guide will help you understand what actions you can perform on the tenant entity based on your assigned role. The platform offers several roles, each with distinct permissions designed to maintain system integrity and ensure appropriate access.

Permissions Table:

Roles & Their Capabilities:

1. Admin:

Can:

- Create a direct subtenant.

- Create a subtenant for a descendant tenant.

- Create a subtenant for any tenant in the system.

- View and edit information of any tenant in the system.

- View, edit, archive, or delete direct subtenants and their descendants.

- Restore any archived subtenant.

- Activate or deactivate any tenant in the system.

Cannot: - There are no restricted actions for Admin concerning tenant operations.

2. Tenant Admin:

Can:

- Create a direct subtenant.

- View and edit their own tenant information.

- View and edit information of a direct subtenant.

- Archive or delete a direct subtenant.

- Restore a direct subtenant.

- Activate or deactivate a direct subtenant.

Cannot:

- Create a subtenant for descendant tenants or any tenant in the system.

- View or manipulate tenants that aren’t directly related to them.

3. Manager:

Can:

- View their own tenant information.

Cannot:

- All other actions related to tenant operations.

4. Agent:

Can:

- View their own tenant information.

Cannot:

- All other actions related to tenant operations.

5. User:

Can: - View their own tenant information.

Cannot: - All other actions related to tenant operations.

Conclusion:

Your capabilities on the tenant entity are defined by your role. If you need additional permissions or believe you’ve been assigned the wrong role, please contact your system administrator. Always ensure you are only accessing and modifying information pertinent to your responsibilities to maintain the system’s integrity and security.

Capabilities on the User Entity Based on Roles

Introduction:

This guide will help you understand what actions you can perform on the user entity based on your assigned role. Different roles have different capabilities to ensure appropriate access and security within the platform.

Permissions Table:

Understanding Your Capabilities:

Admin:

• Can create users across roles and tenants.

• Can view, edit, archive, restore, disconnect, and perform all possible actions on users across the system.

Tenant Admin:

• Can create “manager”, “user”, or “agent” roles within their own tenant or direct subtenant.

• Can create “tenant admins” roles only within their direct subtenants.

• Can view and edit user information within their own tenant or direct subtenant.

• Can view, edit, archive, restore, disconnect, and perform all possible actions on users within their tenant.

Manager:

• Can create users with “user” or “agent” roles for their own tenant.

• Can view, edit, archive, restore, disconnect, and perform all possible actions on users within their tenant.

Agent:

• Can view/edit their own information but cannot make significant changes or view other users’ detailed information.

User:

• Can view/edit their own information but cannot make significant changes or view other users’ detailed information.

Capabilities on the Channel Entity Based on Roles

Introduction:

This guide outlines the actions that can be performed on the channel entity depending on the assigned role. The roles have been structured to provide necessary access and maintain security.

Permissions Table:

Understanding Your Capabilities:

Admin:

• Has complete control and can perform every possible action on channels across the entire system.

Tenant Admin:

• Can manage channels within their own tenant but has limited capability beyond that.

• Read only on channels for their direct subtenants, and the channel will not contain any sensitive data like the api keys.

Manager:

• Can create and manage channels within their tenant.

• Does not have access to manage channels beyond their own tenant.

Agent:

• Can only view channels attached directly to them.

User:

• Can only view channels attached directly to them.

Always refer to the permissions table above to understand the capabilities associated with your role.

Capabilities on the Queues Entity Based on Roles

Introduction:

This guide outlines the actions that can be performed on the queues entity depending on the assigned role. The roles are structured to provide necessary access while ensuring security.

Permissions Table:

Understanding Your Capabilities:

Admin:

• Has complete control and can perform every possible action on queues across the entire system.

Tenant Admin:

• Can manage queues within their own tenant but has limited capability beyond that.

• Read only on queues for their direct subtenants, and the queues will not contain any sensitive data.

Manager:

• Can create and manage queues within their tenant.

• Does not have access to manage queues beyond their own tenant.

Agent:

• Can only view content of the queues attached directly to them.

• Can view all the queues for the tenant with limited information, the queues will not contain any sensitive data.

User:

• Can only view queues attached directly to them.

Always refer to the permissions table above to understand the capabilities associated with your role.

Capabilities on the Distributed Providers Entity Based on Roles

Introduction:

This guide outlines the actions that can be performed on the distributed providers entity depending on the assigned role. The roles are structured to provide necessary access while ensuring security.

Permissions Table:

Understanding Your Capabilities:

Admin:

• Has complete control and can perform every possible action on distributed providers across the entire system.

Tenant Admin:

• Can manage distributed providers within their own tenant.

Manager:

• Does not have any capabilities related to distributed providers.

Agent:

• Does not have any capabilities related to distributed providers.

User:

• Does not have any capabilities related to distributed providers.

Always refer to the permissions table above to understand the capabilities associated with your role.

Capabilities on the Distributed Channels Entity Based on Roles

Introduction:

This guide outlines the actions that can be performed on the distributed channels entity depending on the assigned role. The roles are structured to provide necessary access while ensuring security.

Permissions Table:

Understanding Your Capabilities:

Admin:

• Can perform all actions related to distributed channels across the entire system.

Tenant Admin:

• Has authority within their own tenant, but limited capability outside of it.

Manager:

• Limited to viewing actions related to distributed channels within their own tenant.

Agent:

• Does not have any capabilities related to distributed channels.

User:

• Does not have any capabilities related to distributed channels.

Always refer to the permissions table above to understand the capabilities associated with your role.

Capabilities on the Statistics Entity Based on Roles

Introduction:

This guide outlines the actions related to statistics that can be performed depending on the assigned role. The roles are designed to provide necessary access while maintaining data security.

Permissions Table:

Understanding Your Capabilities:

Admin:

• Has unrestricted access to all statistics in the system.

Tenant Admin:

• Broad access within their own tenant and descendants, but limited capability outside of these.

Manager:

• Can view statistics only within their own tenant.

Agent & User:

• Do not have any capabilities related to tenant statistics.

• Can view their own statistics .

Always refer to the permissions table above to understand the capabilities associated with your role.

Capabilities on the Contacts Entity Based on Roles

Introduction:

This guide outlines the actions related to contacts that can be performed depending on the assigned role. The roles are designed to provide necessary access while maintaining data privacy and security.

Permissions Table:

Understanding Your Capabilities:

Admin:

• Has unrestricted access to all contact-related functions in the system.

Tenant Admin:

• Has unrestricted access within their own tenant.

Manager:

• Has unrestricted access within their own tenant.

Agent & User:

• Has unrestricted access within their own tenant.

Always refer to the permissions table above to understand the capabilities associated with your role.

Capabilities on the Message/Interaction Entity Based on Roles

Introduction:

This guide presents the permissions related to messaging and interactions across different roles. The structure ensures access to necessary functionalities while preserving data integrity and security.

Permissions Table:

Understanding Your Capabilities:

Admin:

• Has comprehensive control over interactions across the system.

Tenant Admin:

• Has vast interaction capabilities but limited to their own tenant.

• Can create and manage interactions within their tenant.

• Cannot view content of interaction (messages), neither reply in the context of their subtenants and descendants.

• Can view the list of the interactions in the context of their subtenants and descendant

Manager:

• Can create and manage and view interactions strictly within their tenant.

Agent:

• Limited to managing their own interactions and those attached to queues they are part of within their tenant.

• Can manage, send messages in, and view their own interactions and those attached to their direct channels.

User:

• Can manage, send messages in, and view their own interactions and those attached to queues they are part of.

• Can manage, send messages in, and view their own interactions and those attached to their direct channels.