Toky has three pre-defined roles: Super-Admin, Admin, and Agents. All of them can make outbound calls and answer inbound calls, also, all of them receive call notification emails.

Roles

Super-Admin:

Super Admins have the full set of capabilities and is the only one who can delete Admin users.

Capabilities:

  • Call History

  • Call Recordings

  • SMS (if available)

  • Voicemail

  • Phone Directory

  • Profile configuration for business and agents

  • Reports

  • Agent management

  • Agent Group management

  • Telephone Menu settings

  • IVR configuration

  • Greeting Audios

  • Phone Numbers

  • Widget Generator

  • Outbound calls

  • Configuration of CRM Integrations and more

  • Assign Call Whispering/Call Monitoring permissions

  • Enable pause / continue call recording to admin agents

  • Pause and continue call recordings

  • Change payment details

Admin

Admins have all features capabilities of Super-Admin role, but they can't delete other Admin accounts and change payment details.

Agents

Only Agents have fewer capabilities in Toky.

Capabilities:

  • Agent's Call History. They can only see the information about the calls from the group they were assigned to.

  • SMS (if available)

  • Listen to agent's call recordings

  • Voicemail. They can only see Private Voicemails and the Voicemails related to the group they were assigned to.

  • Phone Directory

  • Widget Generator

  • Outbound calls

  • Use of preconfigured Integrations 

  • WhatsApp Business (if enabled)

Can I change an agent's email?

Configure agents and their groups

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