The instructions in this article pertain to the new Custom Roles and Permissions feature. If you have not migrated to this version of Roles, please contact your account representative. You can find more details on the Custom Roles and Permissions feature here.

Based on user research as well as discussions with the CX and Sales teams, Coconut has designed several recommended Custom Roles that the majority of our customers will find useful. These range from Administrative roles, to those for appointment-taking staff, to those designed around a specific job responsibility. Note that staff may be assigned more than one Custom Role, and the permissions in the combination of Roles are cumulative.

All users must be assigned at least one Custom Role as well as a base Profile (which used to be the Role in the pre-CRP system). Each recommended Custom Role has an associated recommended Profile, as some Profiles have abilities and intrinsic permissions that are necessary to make the best use of pages the user is given access to. To understand more about this, please read this section about the intrinsic permissions for each Profile here.

A brief description of each of the recommended Custom Roles are as follows - full permission breakdowns may be found in the next section:

Recommended Profile: Admin

This role would give a user nearly every permission. It is intended for the individual responsible for configuring and managing Coconut on an ongoing basis.

Recommended Profile: Admin

This role is intended for a user who is responsible for managing Coconut, but not necessarily configuring it. It lacks access to some of the more technical configuration tools, but has access to reporting and some general and notification settings for ongoing configuration.

Recommended Profile: Admin

This role includes permissions for any area of Coconut that might be necessary for technical configuration or assessment, like the Webhooks page and IT & Integrations Settings area. The Schedule page is also included so the user may troubleshoot calendar integrations.

Recommended Profile: Admin

Any Coconut pages that allow the user to configure Branding and / or client-facing elements are included in the permissions for this role. This includes the Services page (to adjust Service descriptions and Faster Route), as well as Branding Settings and Booking Shortcuts.

Recommended Profile: Admin

This role is a good example of one that may be granted to a user in addition to their role-based Custom Role. It provides access to Reports, Insights, and Analytics pages. Please note that there are additional configurations necessary for a user to access the Advanced Analytics page, such as purchasing the add-on and having Coconut provide access to their specific user ID.

Recommended Profile: Manager

This role is designed for a senior-level Branch Manager - with permissions to not just edit Staff, their assignments, and the Schedule, but to edit the branch Location itself, along with its Hours and Notifications. Note that they do not have the ability to Archive or Create Locations, just Edit.

Recommended Profile: Manager

This role provides a more tailored experience than the Branch Manager, allowing the user only the pages necessary to manage their team and assignments at their Location, but not the Location or its Hours. Note that this recommended role has the ability to Create, Edit, and Archive Staff.

Recommended Profile: Staff Advanced

A user assigned this role would have access to any pages and actions that allow them to facilitate appointments and walk-ins on a day to day basis. This role does not include any permissions that allow the user to configure the system in any way, and only allows them to Create and Edit Clients, Appointments, and Queue Appointments.

Recommended Profile: Contact Centre

This role includes any permissions necessary for a Contact or Call Centre representative to create and edit appointments on behalf of Clients, as well as creating and editing Clients in Coconut. Note that this role would be able to create appointments through the Contact Centre Booking Page (designed specifically for Contact Centre representatives) as well as through the Schedule appointment booking page. Even though the role doesn’t allow access to the Schedule, the user may access the Schedule specific booking page by going through the “+New” button, if it has been configured to do so.

Recommended Profile: Manager

This role has all the permissions as the Contact Centre Representative role, but also has the ability to Archive a Client. They can also Create and Edit Staff on the Staff Page, in the case they need to manage their Contact Centre team.

Recommended Profile: Staff Advanced

A user assigned this role would be able to view the Schedule for their Location, create Appointments and Queue Appointments (walk-ins)for any Staff, as well as create Clients and edit their details. They would also have access to the Booking Shortcuts page in the case they need to create a specialized one for Clients.

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