Developers: API Roles and Permissions

For an introduction to API keys, roles, and permissions, see App Settings, Roles, and Permissions.
Some endpoints can be accessed only by an agent with the relevant permission. When an agent sends a token generated from an API key (possibly on behalf of a specific user), the API key and the agent on behalf of whom the token was created must have the relevant permission.

In addition to endpoints that require a specific permission:
  • Some endpoints do not require any permission, and do not require an API key.
  • Some endpoints can be accessed by any registered user using an API key, who does not have to be an agent.
  • Some endpoints can be accessed only by an agent using an API key (with any role), but do not require a specific permission.
These cases are noted where relevant in the documentation.

The following sections present the permissions and their enumeration numbers, together with the API endpoints for which each permission is required.

Role: Except where noted, agents with the Admin role have all permissions, including those marked Admin, Agent, or Viewer. Agents with the Agent role have all permissions marked Agent or Viewer. Agents with the Viewer role have permissions marked Viewer.

API Key Setting: Except where noted, API keys with Edit also have all permissions marked as View
for the same feature.

To see which permissions are required for each API endpoint, see the relevant API documentation pages.

Article and Category Permissions

FETCH_ARTICLES (20)

View and search articles.

CREATE_ARTICLES (30)

Add and edit articles.

PUBLISH_ARTICLES (40)

Publish and unpublish articles.

DELETE_ARTICLES (50)

Delete articles.
  • Role: Agent
  • API Key Settings: Knowledge Base Edit
  • Endpoints:

FETCH_CATEGORIES (70)

View category information and search categories.

MANAGE_CATEGORIES (80)

Add, edit, and delete categories.

Ticket Permissions

FETCH_TICKETS (100)

View or search for tickets, or follow or unfollow a ticket.

FETCH_TICKET_VIEWS (109)

View saved filters.

MANAGE_TICKET_VIEWS (110)

Manage saved filters.

CREATE_TICKETS (120)

Create tickets.

CREATE_CHAT_TICKETS (141)

Create tickets from chat messages. Used in the Wix Answers app, only.
  • Role: Agent
  • API Key Settings: Ticket Edit
  • Endpoints: None

CREATE_SMS_TICKETS (142)

Create tickets from SMS messages. Used in the Wix Answers app, only.
  • Role: Agent
  • API Key Settings: Ticket Edit
  • Endpoints: None

CREATE_AGENT_REPLIES (150)

Create agent replies.

MANAGE_TICKETS (160)

Delete or update tickets.

BASIC_TICKET_ACTIONS (161)

Update basic information about a ticket.

SNOOZE_TICKETS (162)

Snooze and unsnooze tickets.

FETCH_SAVED_REPLIES (170)

View and search for saved replies.

MANAGE_SAVED_REPLIES (180)

Manage saved replies.

Chat Permissions

FETCH_CHAT_TICKETS (200)

View chat tickets. Used in the Wix Answers app, only.
  • Role: Viewer
  • API Key Settings: Ticket View
  • Endpoints: None

FETCH_CHAT_VIEWS (229)

View or search for saved chat filters.

MANAGE_CHAT_VIEWS (230)

Manage saved chat filters.

Call Center Permissions

AUDIT_CALL_RECORDINGS (290)

Manage call recordings.
  • Role: Viewer
  • API Key Settings: Call Recordings View
  • Endpoints: None

User and Company Permissions

FETCH_CONTACTS (340)

View user information and search for users.

MANAGE_CONTACTS (350)

Manage user information.

FETCH_COMPANIES (370)

Get or search for companies.

MANAGE_COMPANIES (380)

Manage companies.

Insight Permissions

FETCH_INSIGHTS (390)

View insights. Used in the Wix Answers app, only.
  • Role: Viewer
  • API Key Settings: Insights View
  • Endpoints: None

FETCH_TEAM_PERFORMANCE (400)

View team performance. Used in the Wix Answers app, only.
  • Role: Agents with Viewer or Admin roles have this permission. Agents with Agent role do not.
  • API Key Settings: Insights View
  • Endpoints: None

Settings Permissions

FETCH_CALLCENTER_SETTINGS (420)

Get call center information.

FETCH_TICKETS_CUSTOM_FIELDS (490)

Get ticket custom fields.

MANAGE_TICKETS_CUSTOM_FIELDS (500)

Manage ticket custom fields.

FETCH_USERS_CUSTOM_FIELDS (510)

Get user custom fields.

MANAGE_USERS_CUSTOM_FIELDS (520)

Manage user custom fields.

FETCH_COMPANIES_CUSTOM_FIELDS (530)

Get company custom fields.

MANAGE_COMPANIES_CUSTOM_FIELDS (540)

Manage company custom fields.

FETCH_AGENTS_CUSTOM_FIELDS (550)

Get agent custom fields.

MANAGE_AGENTS_CUSTOM_FIELDS (560)

Manage agent custom fields.

FETCH_LABELS (620)

Get labels.

MANAGE_LABELS (630)

Manage labels.

FETCH_TEAM_MEMBERS (640)

Get agent, team, or location information.

MANAGE_TEAM_MEMBERS (650)

Manage agents, teams, and locations.

MANAGE_GROUP_ASSIGNMENTS (651)

Manage which agents are assigned to groups.

FETCH_MACROS (670)

Get macro information.

END_HANDLE_TICKET_SESSIONS (750)

Remove all agents from handling a ticket.

FETCH_CSAT (761)

Get CSAT submissions.
  • Role: Admin
  • API Key Settings: Ticket View
  • Endpoints:
    • Search CSAT Responses

MANAGE_CHANNEL_ASSIGNMENT (811)

Manage agent features (for auto-routing tickets).

MANAGE_CHANNEL_WORKLOAD (812)

Manage agent feature workloads (for auto-routing tickets).

ADD_CUSTOM_TICKET_TIMELINE_EVENT (880)

Add an event to a ticket timeline.