Administration

Administration

Manage users, security, and platform settings for AI for Service.

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User Management

Roles

Role	Permissions
Platform Admin	Full platform access
Bot Developer	Create and manage virtual assistants
Analyst	View analytics and reports
Agent	Access agent console
Supervisor	Monitor agents and queues

User Enrollment

Add users to the platform:

1. Navigate to Administration → Users
2. Click Add User
3. Enter user details
4. Assign roles
5. Send invitation

Team Management

Organize users into teams:

Team: Support Team
Manager: [e-mail]
Members:
  - [e-mail]
  - [e-mail]
  - [e-mail]
Queues:
  - Support
  - Billing
Skills:
  - customer_service
  - billing

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Security

Single Sign-On

Configure SSO:

Provider	Protocol
Okta	SAML, OIDC
Azure AD	SAML, OIDC
Google	SAML, OIDC
Custom	SAML 2.0, OIDC

API Security

Feature	Description
API Keys	Authenticate API requests
JWT Tokens	Short-lived access tokens
IP Allowlisting	Restrict by IP address
Rate Limiting	Prevent abuse

Data Security

Feature	Description
Encryption at rest	AES-256
Encryption in transit	TLS 1.3
PII Redaction	Automatic sensitive data handling
Data retention	Configurable retention policies

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Bot Versioning

Version Management

Action	Description
Create version	Snapshot current configuration
Compare versions	Diff between versions
Deploy version	Promote to environment
Rollback	Revert to previous version

Environments

Environment	Purpose
Development	Building and testing
Staging	Pre-production validation
Production	Live deployment

Deployment Flow

[Development] → [Staging] → [Production]
      ↓             ↓            ↓
   Testing     Validation    Live users

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Analytics & Reporting

Built-in Dashboards

Dashboard	Metrics
Overview	Conversations, users, containment
Performance	Response time, accuracy
Intents	Top intents, confidence
Channels	Usage by channel

Custom Reports

Build custom reports:

1. Navigate to Analytics → Reports
2. Click Create Report
3. Select dimensions and metrics
4. Apply filters
5. Choose visualization
6. Schedule delivery

Data Export

Export data for external analysis:

• CSV/JSON export
• API access
• Streaming to data warehouse
• Scheduled exports

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Billing & Usage

Usage Tracking

Metric	Unit
Conversations	Per session
Messages	Per message
Voice minutes	Per minute
API calls	Per request

Billing Dashboard

View and manage:

• Current usage
• Billing history
• Usage forecasts
• Plan limits

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Audit Logs

Logged Events

Category	Events
Authentication	Login, logout, failed attempts
Configuration	Bot changes, deployments
Data access	Exports, API calls
User management	Role changes, invitations

Log Retention

Configure retention:

• Standard: 90 days
• Extended: 1 year
• Compliance: 7 years

Export Logs

Audit Export:
  format: json
  destination: s3://audit-logs/
  schedule: daily
  include:
    - user_actions
    - system_events
    - api_calls

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Settings

General Settings

Setting	Description
Timezone	Default timezone for analytics
Language	Default bot language
Branding	Logo, colors
Notifications	Email, Slack alerts

Developer Settings

Setting	Description
API access	Enable/disable API
Webhooks	Configure webhook endpoints
Debug mode	Enable detailed logging
Test mode	Sandbox for testing

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Related

• Getting Started
• Channels
• Integrations