What is the 403 error?

The 403 Error (Forbidden) occurs when a user tries to access an area of the platform for which they do not have permission.

This means:

• The user is authenticated (logged in).
• However, their profile does not have authorization to view a specific page or feature.

When can this error happen?

This error usually occurs when:

• A Chat Operator tries to access pages restricted to Managers or Supervisors.
• A user without proper access attempts to open an internal URL directly.
• An administrative feature link (e.g., Settings, chatbot configuration, etc.) is accessed by a profile without the required permissions.

Practical example

A user with the Chat Operator role tries to directly access an administrative URL such as:

• Settings page
• Chatbot configuration
• Advanced management area

When attempting to open the URL, the platform will display:

403 – Forbidden

This happens because the user’s role does not grant permission to access that area.

Available access roles

The platform provides the following access groups:

• Chat Operator
• Supervisor
• Manager
• User without access

Each role has specific permissions within the system.

How to fix the 403 error

To resolve the issue, you must verify and adjust the user’s Access Group.

Step-by-step

1. Go to the platform home page.
2. Navigate to the “Users” section.
3. Locate the user experiencing the error.
4. Click “Edit User”.
5. In the “Access Group” field, check the current role.
6. Select the appropriate group according to the required access:
7. • Chat Operator
   • Supervisor
   • Manager
   • User without access
8. Save the changes.

After updating the access group, ask the user to:

• Refresh the page, or
• Log out and log back into the platform.

Important

Permission changes should be made carefully. Granting Manager or Supervisor roles provides access to administrative features.

If the error persists after updating the access group, verify:

• The user is logged in with the correct account.
• The permission change was properly saved.
• There are no additional restriction rules configured.

If necessary, contact internal support for further investigation.