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Chatbot reviewer secondary role

The Chatbot Reviewer secondary role allows users to view full chatbot conversations which may contain sensitive information in the AI chatbots configuration.

Typically, this secondary role is added by users with the Owner primary role to trusted users within your organization who know how to correctly handle personally identifiable information (PII).

When to assign the Chatbot Reviewer role

Assign this role to users who:

  • Need to review and analyze chatbot conversations for quality assurance

  • Are responsible for monitoring chatbot performance and user satisfaction

  • Handle customer complaints or issues related to chatbot interactions

  • Perform analysis of chatbot effectiveness and user experience

  • Are members of your organization’s customer service or AI/chatbot management teams

Requirements for Chatbot Reviewer access

Users with this role should:

  • Be trusted members of your organization

  • Have training in how to handle personally identifiable information (PII)

  • Understand your organization’s privacy policies and data protection procedures

  • Have a legitimate business need for accessing conversation data

  • Be familiar with data protection regulations (GDPR, CCPA) as they apply to conversation * Understand the sensitive nature of chatbot conversations and user interactions

Assigning the Chatbot Reviewer role

Only users with the Owner primary role can assign the Chatbot reviewer secondary role.

To assign the role:

  1. Navigate to Administration  Users.

  2. Select the user who needs Chatbot reviewer access.

  3. Click the edit icon for that user.

  4. In the Secondary roles section, select Chatbot reviewer.

  5. Save the changes.

Security considerations

  • conversation data may contain sensitive PII including names, contact information, and personal details shared by users

  • Access to conversation data should be logged for audit purposes

  • Conduct regular reviews of who has Chatbot reviewer access

  • Remove access immediately when it is no longer needed

  • Ensure users understand PII handling requirements and data protection regulations

  • Follow the principle of least privilege

  • Implement secure procedures for handling and storing conversation data

Compliance considerations

The Chatbot reviewer role helps organizations to:

  • Maintain appropriate access controls for sensitive conversation data

  • Demonstrate compliance with privacy regulations regarding conversation

  • Provide audit trails for regulatory requirements

  • Implement the principle of least privilege for conversation access

  • Ensure proper handling of data subject requests related to conversation

For detailed information about AI chatbots and conversation management, see the AI Chatbots documentation.