# Get started with Conversations
___

## Set up your Infobip account

To use **Conversations**, you need an active Infobip account.

If you do not have an account, [sign up](https://www.infobip.com/signup) for a free account. For more information, see **[Create an account](https://www.infobip.com/docs/essentials/getting-started/create-an-account)**.

___

## Choose how to start with Conversations

After creating an account, you can:

- **[Book a demo](https://www.infobip.com/docs/essentials/getting-started/products#book-demo)** - schedule a demo session with Infobip product experts.
- **Purchase** - contact your Infobip account manager or [Support](mailto:support@infobip.com) to purchase Conversations. See [Pricing plans for products](https://www.infobip.com/docs/essentials/getting-started/paying-account#pricing-plans-for-products) for details.
- **Upgrade** - if you already have an account, contact your Infobip account manager or [Support](mailto:support@infobip.com) to upgrade to a higher plan. See [Paying account](https://www.infobip.com/docs/essentials/getting-started/paying-account) for more info.

___

## Users and permissions

To make permissions more flexible, Conversations introduces **five roles** that can be assigned to a user’s profile:

- **Conversations setup** - Create and manage queues, routes, automations, and other system settings.
- **Agent for Conversations** - Reply to conversations assigned to them.
- **Analytics for Conversations** - Monitor efficiency on dashboards, schedule reports, and exchange data with other systems.
- **Supervisor for Conversations** - Manage all conversations, regardless of assignment.
- **Viewer for Conversations** - Views conversations in assigned queues for monitoring or compliance. Does not consume a seat, impact capacity or analytics, or allow replying to conversations.

#### Key details

- Roles can be combined. A user may have more than one role if needed.
- A user cannot have both agent and supervisor roles because the supervisor role already includes all agent permissions plus additional rights.
- Every user with a Conversations role must have an active [seat](https://www.infobip.com/docs/conversations/conversations-setup/basic-settings#manage-seats-agents), except the one with a **Viewer for Conversations** role.
- Once a user is set up, they will receive an email with login details and can access Conversations.

Learn more about [managing roles](https://www.infobip.com/docs/essentials/manage-my-account/manage-roles) and [users](https://www.infobip.com/docs/essentials/manage-my-account/manage-users).

___

## Permission-based access in Conversations

Conversations uses a **permission-based access control (PBAC)** model to manage what users can see and do in the product.

Instead of relying on fixed roles, PBAC assigns access at the **individual permission level**. This approach allows teams to precisely control user capabilities while remaining flexible as workflows, responsibilities, and organizational needs evolve.

Modern support teams often require highly specific access configurations. Different users, such as agents, supervisors, admins, or specialists, may need distinct combinations of capabilities depending on their responsibilities.

Permission-based access enables accurate definition of these combinations without being constrained by predefined role structures.

#### Key benefits of permission-based access

- **Better access control**: Permissions are assigned at the individual level, which allows you to control exactly which actions a user can perform.
- **Flexibility and customization**: Permission-based access allows you to combine permissions as needed, rather than relying on predefined roles.
- **Improved security and compliance**: Limiting users to only the permissions they require helps reduce unnecessary access.
- **Managing complex user scenarios**: Permissions can be scoped to specific features or modules in Conversations.

### Permissions behavior and dependencies

Permissions that belong to a [default role](https://www.infobip.com/docs/essentials/manage-my-account/manage-roles#predefined-roles) cannot be edited. To change the set of permissions, you must **duplicate the default role** and **update the permissions** on the **copied role**.

Most Conversations permissions require the user to have an [active seat](https://www.infobip.com/docs/essentials/manage-my-account/account-settings#seats). The only **exception** is **Viewer for Conversations**, which can be assigned **without** an active seat.

Note
Some permissions are dependent on **basic conversation access**. To use these permissions, the user must also have one of the following permissions assigned: **View conversations**, **Work on assigned conversations**, or **Manage all conversations**.

#### View-only access without an active seat

Any user who has a **Conversations view permission** (*contact-center/conversations/view*) can access conversations in a view-only mode, even if they do not have an [active seat](https://www.infobip.com/docs/essentials/manage-my-account/account-settings#seats).

In this case, the user is treated as a **Conversations viewer**. They can view conversations and can be added to queues as a viewer, but **cannot interact** with conversations.

This behavior applies even if the user is assigned a default **Agent** or **Supervisor role** that includes the ***contact-center/conversations/view*** permission, but does not have an active seat assigned. As a result, the user remains an **active viewer** in Conversations.

#### Seat visibility for users with custom roles

For users assigned to [custom roles](https://www.infobip.com/docs/essentials/manage-my-account/manage-roles#custom-roles) that include Conversations permissions, the system **cannot always determine** the exact level of Conversations access based on a default role.

These users are therefore shown as having **no default role** in seat management views. This helps identify users who may be consuming a seat without requiring full Conversations access and supports better seat usage review and optimization.

### How permissions work in Conversations

In Conversations, each feature or action is controlled by a **discrete permission**. Permissions can be **combined** to create custom access configurations that match your team’s needs.

### Available permissions in Conversations

View all permissions

| Permission name | Permission key | Description |
| --- | --- | --- |
| **View conversations** | contact-center/conversations/view | View conversations without interacting with them. |
| **Work on assigned conversations** | contact-center/conversations/manage | Respond to and manage conversations assigned to the user. |
| **Manage all conversations** | conversations/conversation/manage/extended | View and manage all conversations across queues. |
| **Settings** | apps/ccaas/conversations/manage | Access and manage Conversations settings. |
| **Analytics** | conversations/dashboard/view | View Conversations analytics dashboards. |
|  | apps/ccaas/agent-companion/manage | Manage Agent Companion settings. |
|  | apps/ccaas/automations/manage | Create and manage workflows in Conversations settings. |
|  | apps/ccaas/conversations/queues/manage | Manage custom conversation queues and queue settings. |
|  | apps/ccaas/conversations/routes/manage | Manage routing configuration in Conversations. |
|  | apps/ccaas/conversations/waiting-strategies/queue-based/manage | Manage queue-based waiting strategies. |
|  | apps/ccaas/custom-context-card/manage | Manage Custom Context Card settings. |
|  | apps/ccaas/customer-card/manage | Manage Customer Context Card settings. |
|  | apps/ccaas/dispositions/manage | Manage internal forms and related settings. |
|  | apps/ccaas/jira/manage | Manage the Jira plugin for Conversations in Exchange. |
|  | apps/ccaas/macros/manage | Manage Conversations macros in settings. |
|  | apps/ccaas/sentiment/manage | Access and manage sentiment-related settings. |
|  | apps/ccaas/shopify/manage | Manage the Shopify plugin for Conversations in Exchange. |
|  | apps/ccaas/sla/manage | Manage SLA configuration in Conversations. |
|  | apps/ccaas/surveys/manage | Manage survey settings in Conversations. |
|  | conversations/ai/conversation-summary/view | View AI-generated conversation summaries. |
|  | conversations/ai/enhance-writing/view | Use AI writing enhancement features when composing messages. |
|  | conversations/ai/suggested-replies/view | View AI-generated suggested replies. |
|  | conversations/ai/translation/view | Use AI translation features in Conversations. |
|  | conversations/all-queues/view | View all queues in the account. |
|  | conversations/all-work/bot-conversations/manage | View chatbot conversations in All work. |
|  | conversations/all-work/bulk-actions/manage | Access bulk actions and download transcripts in All work. |
|  | conversations/all-work/custom-views-global/manage | Create and manage global custom views in All work. |
|  | conversations/all-work/custom-views/manage | Create and manage private custom views in All work. |
|  | conversations/all-work/dispositions/manage | Filter conversations by forms in All work. |
|  | conversations/all-work/queues/manage | View queues and use queue filters in All work. |
|  | conversations/all-work/sentiment/manage | Filter conversations by sentiment in All work. |
|  | conversations/allow-applying-tags | Apply tags to conversations in My work and All work. |
|  | conversations/allow-assignment | Assign conversations to yourself or other users. |
|  | conversations/allow-start-conversation | Start new conversations in My work, All work, and CDP. |
|  | conversations/analytics/dispositions/manage | Filter analytics by forms on the "Right now" page. |
|  | conversations/analytics/queues/manage | Filter analytics by queues on the "Right now" page. |
|  | conversations/audit-logs/manage | View audit logs for changes to Conversations settings. |
|  | conversations/calls/screen-share/limit-entire-screen | Prevent sharing the entire screen during Conversations calls. |
|  | conversations/custom-context-card/view | View Custom Context Cards in conversations. |
|  | conversations/email-threading-configuration/manage | Manage email threading configuration. |
|  | conversations/event-logs/manage | View Conversations event logs. |
|  | conversations/guides/manage | Access and manage Conversations guides. |
|  | conversations/licences/manage | Manage named user licenses. |
|  | conversations/licences/view | View named user licenses. |
|  | conversations/macros/manage | Use macros when creating or replying to conversations. |
|  | conversations/my-work/dispositions/manage | Use forms in the conversation sidebar in My work. |
|  | conversations/my-work/download-conversation | Download conversation transcripts from My work. |
|  | conversations/my-work/queues/manage | Move conversations to a different queue from My work. |
|  | conversations/my-work/sentiment/manage | View sentiment information in the conversation sidebar. |
|  | conversations/queues/view/extended | Access conversations from all queues without queue assignment. |
|  | conversations/senders/all-available | View all available senders in the account. |
|  | conversations/shortid/manage | Manage Short ID settings. |
|  | conversations/sla/manage | Access SLA configuration in Conversations. |
|  | conversations/start/disabled | Restrict the ability to start new conversations. |
|  | conversations/tags/manage | Manage conversation tags in Conversations settings. |
|  | conversations/templates/manage | Manage conversation templates in Conversations settings. |
|  | users/avatar/delete | Delete the avatar on a user profile. |
|  | users/avatar/manage | Manage the avatar on a user profile. |
|  | users/avatar/upload | Upload an avatar to a user profile. |

### Create a custom role with Conversations permissions

To access roles and permissions:

1. Log in to your Infobip account.
2. In the navigation menu, select the **Profile** icon.
3. Go to **Account settings** → **Roles**.

The Roles page contains two tabs:

- [Default](https://www.infobip.com/docs/essentials/manage-my-account/manage-roles#manage-default-roles): View and manage predefined system roles.
- [Custom](https://www.infobip.com/docs/essentials/manage-my-account/manage-roles#manage-custom-roles): View, create, and manage roles tailored to your organization’s needs.

See the [Manage roles](https://www.infobip.com/docs/essentials/manage-my-account/manage-roles) page for details on predefined and custom roles and how to manage them.

#### Example Grant an additional Conversations permission to agents

If you want to grant agents access to a specific feature, such as downloading conversation transcripts, create a custom role that includes only the required permission.

This approach allows you to extend agent capabilities without modifying the default role or granting additional permissions.

To do this:

1. On the **Custom** tab, select **Create role**.
2. Enter the role name.
3. Open the **Conversations permissions** section.
4. Enable only the ***conversations/my-work/download-conversation*** permission.
5. Open the **Users** tab.
6. Click **Select users** and then assign this custom role to users who **already have** the default **Agent for Conversations** role.
7. Select **Create role**.

#### Example Create a custom role with limited Conversations permissions

To create a custom role based on an **existing** Conversations role:

1. On the **Default** tab, select a role such as **Agent for Conversations**.
2. Select **Duplicate**.
3. When the role page opens, update the role name (for example, *Agents without assignment capability*).
4. Open the **Conversations permissions** section.
5. **Remove the check mark** from the permission to assign conversations (***conversations/allow-assignment***).
6. Open the **Users** tab.
7. Click **Select users** and add the users you want to assign to this role. **Note** Users assigned to this custom role must **not** have the default **Agent for Conversations** role assigned at the same time.
8. Select **Create role**.

___

## Configure channels

Currently, you can set up [SMS](https://www.infobip.com/docs/sms) and [Voice](https://www.infobip.com/docs/voice-and-video) calls over the web interface.

To set up the channels:

1. In the web interface, go to **Channels and Numbers** → [Numbers](https://portal.infobip.com/apps/numbers).
2. In the My numbers tab, you will see all the numbers you currently own.
3. Select **Buy Number** to purchase two-way numbers.
4. Select the country where you want to send messages.
5. Select the **SMS** channel for sending and receiving **messages**, and/or the **Voice** channel for making and receiving **calls**.
6. Select the **number type** that fits your business needs the best.
7. Choose the best offer based on your preferences.
8. Add the necessary details to stay compliant with country-specific regulations.
9. On the **Payment summary**, check all information before paying. If everything is correct, select **Order now**.
10. Go to the **Numbers page** and select your purchased two-way number.
11. Open the SMS or Voice tab, depending on the selected channel.
12. In the **Inbound configuration** section, select the pen icon next to **Default configuration**.
13. From the drop-down menu, choose **Forward to Conversations** as the forwarding action.
14. Select **Set default configuration** to save your changes.

___

## Web and in-app calls setup

To enable calls over the Internet, follow these steps:

1. Create your application via the Infobip web interface.
    1. Optional configure [Push](https://www.infobip.com/docs/mobile-push) for mobile
    2. Define application type for Conversations use case
2. Set up SDKs in your application project.

Use the following guides on GitHub:

- [Web quick start guide](https://github.com/infobip/infobip-rtc-js)
- [Android quick start guide](https://github.com/infobip/infobip-rtc-android)
- [iOS quick start guide](https://github.com/infobip/infobip-rtc-ios)

### Configure push [#configure-push-start-using-conversations]

This is an optional step, but using [push](https://www.infobip.com/docs/mobile-push) is highly recommended if you want to place calls to users in the application.

For [iOS](https://www.infobip.com/docs/mobile-push/get-started/mobile-application-profile#ios-create-and-enable-a-mobile-application-profile):

- Upload APNs Certificate
- If the certificate is encrypted, you must enter the password

For [Android](https://www.infobip.com/docs/mobile-push/get-started/mobile-application-profile#android-create-and-enable-a-mobile-application-profile):

- Enter the FCM Server API Key

___