When creating a user, the manager can set the user's profile to have only the agent's rights, only the manager's rights, or both.
When a user has agent's rights only, once they log into their account, they will be directly sent to the interface to handle chats. Their rights are limited to chatting with customers. The agent can change their status in accordance with receiving or not receiving chats, they can set their notification preferences, and see the colleagues that are online.
They are able to handle chats and use the options available there, but they are not able to change anything about their accounts, their colleagues' accounts, and the campaigns. They also do not have access to information such as - executed chats, statistics, exports, campaign settings, users & groups.
Manager's rights are far more widespread. They can create users, add them to groups, and give them different rights. They can change everything about a user's account - picture, language, groups, password, etc.
They have access to information about executed chats, they can unblock customers, they can check and export statistics. They can set up a campaign and change all its settings. If a user has only a manager's rights, they won't be able to log in so that they can receive and handle chats.
If a user has a manager's and agent's rights, once they log in, they will be logged into the manager's environment and on the bottom right corner, they will be able to see the 'Start Chatting' button from where they can go into the agent's environment and start receiving chats if needed. It transfers you to a new tab to the agent's environment.