Bot Roles (BLAC)

Control who can build, manage, operate, and monitor individual AI agents within Botrelic.

Overview

Bot-Level Access Control (BLAC) determines what actions a user can perform within a specific bot.

BLAC provides fine-grained access control for:

Bot Configuration
Human Handoff Operations
Analytics
Audit & Compliance

Admin

Editor

Operator

Viewer

Role Flexibility

Users may have different roles across different bots. A user can be an Admin on one bot, an Editor on another bot, and a Viewer on a third bot.

Bot Permission Matrix

Search permissions...

Bot Action / Permission	Admin	Editor	Operator	Viewer
Overview & Settings
View Bot Overview	Allowed	Allowed	Allowed	Allowed
View Bot Configuration	Allowed	Allowed	Read-only	Read-only
Edit Bot Settings (Name, Metadata, Config)	Allowed	Optional Limited Edit	Not Allowed	Not Allowed
Building & Training
Edit Bot Flows / Journey Builder	Allowed	Allowed	Not Allowed	Not Allowed
Edit Intents / NLP Training Data	Allowed	Allowed	Not Allowed	Not Allowed
Edit Knowledge Base / Documents	Allowed	Allowed	Not Allowed	Not Allowed
Test Bot in Sandbox	Allowed	Allowed	Optional	Not Allowed
Publish Bot to Production	Allowed	Optional Feature Flag	Not Allowed	Not Allowed
Unpublish Bot	Allowed	Not Allowed	Not Allowed	Not Allowed
Delete Bot	Admin Only	Not Allowed	Not Allowed	Not Allowed
Clone / Duplicate Bot	Allowed	Allowed	Not Allowed	Not Allowed
Members & Management
Assign Bot-Level Roles	Allowed	Not Allowed	Not Allowed	Not Allowed
Add / Remove Members from Bot	Allowed	Not Allowed	Not Allowed	Not Allowed
View Bot Members List	Allowed	Allowed	Optional	Optional
Analytics & Integrations
View Bot Analytics	Allowed	Allowed	Operational Metrics	Read-only
Export Bot Analytics	Allowed	Optional	Not Allowed	Not Allowed
Configure Integrations (WhatsApp/API)	Allowed	Not Allowed	Not Allowed	Not Allowed
Manage Bot API Tokens	Allowed	Not Allowed	Not Allowed	Not Allowed
View Bot Audit Logs	Allowed	Read-only	Not Allowed	Not Allowed
Export Bot Audit Logs	Allowed	Not Allowed	Not Allowed	Not Allowed
Conversations & Inbox
View Live Conversations	Allowed	Optional Read-only	Allowed	Optional Read-only
Handle Human Handoff Chats	Allowed	Not Allowed	Primary Role	Not Allowed
Take Over Live Chat Session	Allowed	Not Allowed	Allowed	Not Allowed
Add Internal Notes / Tags	Allowed	Not Allowed	Allowed	Not Allowed
Close / Resolve Conversations	Allowed	Not Allowed	Allowed	Not Allowed
View Conversation History	Allowed	Optional	Allowed	Optional Read-only
Access Unified Inbox	All Bot Chats	Optional Read-only	Assigned Chats	Optional Read-only

Role Descriptions

Bot Administrator

Admin

Full control over the bot
Configure bot settings
Build and edit flows
Train AI and manage intents
Manage knowledge base
Publish and unpublish bots
Configure integrations
Manage API tokens
Manage bot members
View and export analytics
Access all conversations
View and export audit logs

Bot Builder

Editor

Build conversation flows
Configure journeys
Train AI models
Manage intents
Update knowledge base
Test bots in sandbox
Clone bots
View analytics

Restrictions:

Cannot manage members
Cannot manage integrations
Cannot manage API tokens
Cannot delete bots

Conversation Operator

Operator

Handle human handoffs
Take over live conversations
Add notes and tags
Resolve conversations
Access assigned conversations
Monitor operational metrics
Work inside Unified Inbox

Restrictions:

Cannot edit bot configuration
Cannot modify flows
Cannot train AI
Cannot manage integrations

Read-Only User

Viewer

View bot overview
View bot configuration
View analytics
Review conversation history
Monitor activity

Restrictions:

No editing permissions
No operational permissions
No publishing permissions

Human Handoff Model

Customer Message

AI Agent Responds

Escalation Triggered

Human Handoff

Operator Takes Over

Conversation Resolution

Operators are the primary role responsible for handling escalated conversations and customer interactions within the Unified Inbox.

Unified Inbox Access Model

Bot Admin

Access all conversations

Editor

Optional read-only visibility

Operator

Full access to assigned conversations

Viewer

Read-only visibility (if enabled)

Combined Access

Unified Inbox access is controlled by both Workspace permissions and Bot-Level Access Control (BLAC).

Important Governance Rules

Key Rules

• Only Bot Admins can delete bots.
• Only Bot Admins can assign Bot-Level Roles.
• Only Bot Admins can manage bot integrations and API tokens.
• Editors can build and improve bots but cannot manage users.
• Operators focus on customer interactions and escalations.
• Viewers have read-only visibility into bot activities.
• BLAC permissions always apply within a bot, regardless of higher-level Workspace access.

Relationship to Organization & Workspace Permissions

Organization

Platform-wide access

Workspace

Access within a workspace

Bot (BLAC)

Permissions within a specific bot

The most restrictive permission always takes precedence.