Representative — Role Comparison Table
1. Access by Module
| Module | Admin | Supervisor | Representative |
|---|---|---|---|
| Workforce | ✅ CRUD | ? | ❌ |
| Knowledge Base | ✅ CRUD | ? | ❌ |
| Pipelines | ✅ | ✅ | ✅ (view only?) |
| Conversations | ✅ All | ✅ Team | ✅ Assigned to me |
| Contacts | ✅ Full | ? | ❌ |
| Test now | ✅ 3 types | ? | ❌ |
| Campaigns | ✅ Create/List | ? | ❌ |
| Reports | ✅ 4 dashboards | ? | ✅ 1 dashboard |
| Workflows | ✅ Albato | ? | ❌ |
| Channels | ✅ Manage | ? | ❌ |
| Settings | ✅ 8 sections | ? | ❌ / Limited |
| Darwin Assistant | ✅ BETA | ? | ❌ |
| Help | ✅ | ✅ | ✅ |
2. Conversations — Filters
| Filter | Admin | Representative |
|---|---|---|
| All conversations | ✅ | ❌ |
| Assigned to me | ✅ | ✅ (default) |
| Assigned to AI | ✅ | ❌ |
| Unread | ✅ | ✅ |
| Unanswered | ✅ | ✅ |
| Campaigns | ✅ | ✅ |
| Add channel | ✅ | ❌ |
| Saved views | ✅ | ✅ |
3. Interface
| Element | Admin | Representative |
|---|---|---|
| Default language | Portuguese | English |
| Menu items | 10 | 3 |
| Menu names | Portuguese | English |
| Darwin Assistant | ✅ | ❌ |
4. Representative Workflow
1. Login → Conversations (default: "Assigned to me")
2. View assigned conversations (To solve / Solved / All)
3. Click a conversation → Open chat
4. Interact: Chat, Internal note, Quick replies, Attachments
5. Pause AI / #Reset if needed
6. Resolve the conversation
7. (Optional) View Reports → Pipelines