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Access Control

Access Control allows you to restrict which agents can use specific CX Assistants. Using a group-based permission model, you can ensure that sensitive or specialized Assistants are only available to appropriate team members.

Overview​

By default, all Assistants are available to all agents. Access Control provides fine-grained permissions through Assistant User Groups:

  • Create groups to represent teams, departments, or roles
  • Assign users to one or more groups
  • Configure Assistants to require membership in specific groups

How It Works​

In this example:

  • Agent A can access: Beta Assistant, General Assistant
  • Agent B can access: Beta Assistant, Tech Support Bot, General Assistant
  • Agent C can access: Tech Support Bot, General Assistant
  • General Assistant has no restrictions, so everyone can access it

Key Concepts​

Assistant User Groups​

Groups are named collections of users. A user can belong to multiple groups. Groups are created and managed independently of Assistants, making it easy to reuse them across different Assistants.

Authorized Groups​

Each Assistant can be configured with zero or more authorized groups:

  • No groups: All users have access (default)
  • One or more groups: Only users belonging to at least one of the authorized groups have access

Access Enforcement​

Access is enforced at two levels:

  1. UI Visibility: On-demand Assistants are only shown to users who have access
  2. Evaluation Time: When an Assistant is triggered (manually or via automation), the system checks user access before evaluation

Use Cases​

Phased Rollouts​

Gradually introduce new Assistants to selected users before a full release:

  1. Create a "Pilot Group" with early adopters
  2. Configure the new Assistant to only authorize the Pilot Group
  3. Expand access by adding more users to the group
  4. Remove group restrictions for full availability

Department-Specific Assistants​

Restrict specialized Assistants to relevant teams:

  • Technical Support Assistant - authorized for "Technical Support" group
  • Billing Assistant - authorized for "Billing Team" group
  • Sales Assistant - authorized for "Sales Team" group

Sensitive Operations​

Limit access to Assistants that perform sensitive actions:

  • HR Policy Assistant - authorized for "HR Department" group
  • Admin Operations Bot - authorized for "Administrators" group

Next Steps​