Client Access Permissions Matrix (Agency Portal)

What this guide covers

This guide provides a practical permissions matrix for Agency Portal shares. It explains module-level access, settings-block access, effective edit behaviour, and recommended presets for different client ownership models.

Before you start

• Agency Portal add-on is active and portal is enabled.
• A per-tour share already exists.
• Client credentials are configured.
• You can open the share modal in Settings > Agency Settings.

1) Understand permission layers

Agency Portal permissions are controlled per share in two layers:

• Module layer
  • tour
  • settings
  • customisation
  • analytics
• Settings blocks layer (applies only when settings is enabled)
  • config
  • information
  • documents
  • triggers

If a module is disabled, its tab is unavailable in the client portal.

2) Use the permissions matrix

Apply the following matrix when configuring each client share.

Module matrix

• Tour
  • Access: tour setup and tour menu views for the shared location.
  • Use when: clients need operational control of tour content.
• Settings
  • Access: chatbot settings area, further scoped by settings blocks.
  • Use when: clients need prompt and knowledge control.
• Customisation
  • Access: chatbot appearance controls (desktop/mobile).
  • Use when: clients manage brand and UX styling.
• Analytics
  • Access: scoped conversation/session analytics for the shared tour.
  • Use when: clients monitor performance and outcomes.

Settings block matrix

• Config
  • Access: core chatbot configuration values.
  • Typical owner: agency + client jointly.
• Information
  • Access: structured chatbot information sections and fields.
  • Typical owner: client content owner.
• Documents
  • Access: knowledge document list/upload/delete for the scoped chatbot.
  • Typical owner: client operations or agency content lead.
• Triggers
  • Access: trigger conditions/actions for chatbot behaviour.
  • Typical owner: agency implementation lead.

3) Configure permissions per share

1. Open Settings > Agency Settings.
2. In Per-tour Client Sharing, select a tour and open share settings.
3. Set Share active.
4. Toggle required modules.
5. If settings is enabled, configure config/information/documents/triggers.
6. Save the share.

Always configure permissions at share level, not at account level assumptions.

4) Apply recommended permission presets

Use one of these presets as a baseline.

• Read-only client review
  • Enable: analytics
  • Disable: tour, settings, customisation
• Content manager
  • Enable: settings, customisation, analytics
  • Settings blocks: information, documents
  • Disable settings blocks: triggers (and optionally config)
• Operational editor
  • Enable: tour, settings, customisation, analytics
  • Settings blocks: all enabled
• Agency-controlled (client limited)
  • Enable: analytics (optional)
  • Disable: tour, settings, customisation

Start with least privilege, then enable only what is required.

5) Validate effective access

For each share:

1. Sign in as the client user.
2. Confirm visible tabs match enabled modules.
3. Confirm settings sections match enabled settings blocks.
4. Attempt an authorised edit and save.
5. Attempt a blocked action and confirm it is denied.

Validation must include both UI visibility and actual API enforcement.

Common issues

• Client sees too many tabs: module toggles were not saved on the intended share.
• Settings tab visible but missing expected sections: settings blocks are disabled.
• Client can edit areas they should not: share permissions were configured too broadly.
• Client reports blocked access from valid embed: domain allowlist may not match deployment domain.
• Unexpected write failures: verify the share is active and client session is valid.

Validation checklist

• Module permissions are set intentionally per share.
• Settings blocks are aligned to client responsibilities.
• At least one blocked-action test is completed.
• At least one allowed-action save is completed.
• Permission preset and rationale are documented per client.

Final note

Treat Agency Portal permissions as contractual controls. Use explicit share-level matrix decisions, validate effective behaviour, and document the final access profile before go-live.