User roles

User roles allow you to set permissions for your users to allow and restrict their activity in the Answers module. During setup, you will be able to assign user roles to your users.

Make sure to request or grant admin rights for users in order to be able to allocate and manage Answers permissions in future.

Each level in the user roles hierarchy inherits the permissions of the level above.

 AnalyzerSupervisorDesignerManagerInfobip admin
View analytics
View chatbots (dashboard)
View chatbots (detailed)
Create and edit chatbots
Activate and deactivate chatbots
Manage user roles
View audit log

Note that these user roles and permissions are specific to the Answers solution only. Other Infobip solutions have their own permissions if you are using them in conjunction with Answers.

Manage statuses

Manage your chatbot statuses to make them go live, take them offline, or make edits to redeploy.


Activationis the last step of chatbot creation and is done simply using the Activate button in the chatbot editor. You can only have one active chatbot per selected channel sender.

Validation is run upon activating. If you encounter any errors, you will need to rectify those first. Any warnings can be overridden but it is advised to address them before acting.


To take a chatbot offline, you need to deactivate it. When you deactivate a chatbot, all open sessions will be terminated unless you enable a grace period.


When you deactivate a chatbot, all other chatbots that use that sender will also be deactivated.

To deactivate a chatbot, click the chatbot and click Deactivate. On the confirmation screen, click Deactivate.

Confirm deactivation

The chatbot now goes into Inactive state. If you added a grace period, the chatbot goes into Inactive state after the grace period ends.

The deactivation option is available only for Active chatbots.


If you want to modify an active chatbot and redeploy it using the same sender, you can add a grace period to the chatbot.

The grace period provides open sessions on the chatbot with time to finish before the sessions are closed. So, end users who are engaged with the chatbot can finish their conversations. All new sessions that open use the updated version of the chatbot. When the grace period ends, all open sessions on the old chatbot are closed.

A chatbot that is still processing the old sessions until the grace period ends is in Deactivated state. Each sender can have only one Deactivated chatbot.


A chatbot that is in Deactivated state is still considered as an active chatbot, but does not count towards the limitation that there can be only one active chatbot for each channel sender.

To modify and redeploy a chatbot, follow these steps:

  1. Create a copy of the chatbot by using one of these options:

    • Use the duplicate option if you want to keep the configuration.
    • Export the chatbot and reimport it.

    There are now two chatbots, the old one and the new one.

  2. In the new chatbot, make the required changes in the chatbot editor.

  3. In the new chatbot, click Activate.

  4. Because both chatbots (old and new) use the same sender, the system asks if you want to add a grace period to the old chatbot.

  5. Add a grace period to the old chatbot. The old chatbot is now in Deactivated state. The new chatbot is now Active. All new sessions use the new chatbot. Until the grace period ends, all open sessions in the old chatbot continue.

  6. When the grace period ends, all open sessions on the old chatbot terminate, and the old chatbot becomes Inactive.


You can only delete chatbots which have only remained in an inactive state. This means even if you have deactivated a previously active chatbot, you will not be able to delete it.

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