Overview
Every Backoffice user is an Employee with one or more roles. Roles determine which tabs and features are accessible.
Roles
Agent
Agents participate in appointments and manage their calendars.
Access:
- Calendar tab – View appointments by date
- Appointments tab – View appointments by status
- Team tab – View office and colleague information
Key tasks:
- Link work calendars for availability sync
- Set appointment hours and templates
- View, reschedule, reassign, cancel, and complete appointments
- Manage account settings and profile
Office Manager
Office Managers set up rules governing appointments, Agents, and offices.
Access:
- Team tab – Manage planning rules, assignments, and follow up on appointments
Key tasks:
- Assign subjects to Agents
- Configure scheduling rules (durations, buffer times, booking windows)
- Manage appointments on behalf of Agents
- Update office location details
Administrator
Administrators set up Pexip Engage for the organisation.
Access:
- Organisation tab – Manage subjects, outcomes, offices, and employees
Key tasks:
- Create and manage subjects and subject groups
- Define outcomes for cancellation and completion
- Create offices and assign Agents and Office Managers
- Add, edit, suspend, and remove Employees
Multiple roles
A single Employee can hold more than one role. For example, an Employee can be both an Agent and an Office Manager, giving them access to both sets of features. Roles are assigned by an Administrator.