Controlled Bot Sharing & Team Management
Overview
In iX Hello we have two interrelated features:
Bot sharing capability - Enables sharing bot at the Organization or Teams Level.
Team Structure Management - Involves syncing team data from the Admin Center and populating it within iXHC.
Team Structure Management
Team Structure Management in iX Hello Customer lets organizations create, organize, and manage teams of users within the platform. Teams provide a structured way to support collaboration, access control, governance, and resource sharing, including bots, apps, and data.
Teams based bot sharing in iX HC
To enable more controlled and flexible sharing, iX Hello Customer now support bot sharing with Team and Organization.
Previously, custom apps could be shared across the entire organization, which unintentionally granted all users access to view and modify bot configurations. This approach has now been deprecated to enhance security and governance.
With the introduction of the Share Bot feature:
Users can share bots with specific teams or individuals within the organization.
Shared users gain access only to the bot’s chat functionality via the Published Bots screen.
Configuration settings remain protected, ensuring that only authorized owners or contributors can make changes.
This enhancement ensures that:
Bots are visible only to relevant users or teams.
Configuration integrity is maintained.
Organizations can still scale sharing when needed, without compromising control.
What You Can Do
Choose how to share your bots
Keep them private
Share with the entire organization
Or share only with specific teams
Collaborate easily
Work closely with selected teams by giving them access to the bots they need
Control who can see your bots
Ensure bots are visible only to the right audience, avoiding unnecessary exposure
Hassle-free sharing
In the current phase, all sharing requests are automatically approved, ensuring a seamless and frictionless collaboration experience.
In future releases, an approval workflow will be introduced to provide an additional layer of security and governance. This enhancement will enable organizations to review and control access requests more effectively, aligning with stricter access management policies.
Feature Availability
The Share Bot option is available:
In Studio Mode
Custom Apps (during publish)
Quick Start Apps
Note: The sharing option is available after bot creation, not during the creation process.
1. Organization/Teams based bot sharing in Studio Mode
In Studio Mode, the Share Bot option enables bot creators to control how their bots are accessed by others either across the organization or limited to specific teams.
This is especially useful in Studio Mode, where bots are typically built and deployed as part of Custom Apps or Quick Start Apps.
Where the Share Option Appears
In Studio Mode, the Share Bot option is available during the Publish stage:
Custom Apps → Publish
Quick Start Apps
After creating a bot, navigate to the Publish tab and click “Share” from the bot actions menu or detail page.
A “Share External App” popup will be displayed
Studio Mode integrates sharing into the deployment workflow, ensuring bots are shared only when they are ready for use.
When the user selects “Share Bot”, the Share External App modal presents the following options:
1. Keep Private
The bot remains accessible only to the owner
It is not visible to any other users
2. Share Across Organization
The bot becomes available to all users within the organization
3. Share Across Team
The bot is shared only with selected teams that the owner belongs to
This enables targeted access, ensuring the bot is available only to relevant groups instead of the entire organization
Helps maintain better access control and focused collaboration
Share Bot request Submission
The Share button is enabled only after selecting at least one option either organization level or team level sharing (at least one team should be selected)
On submission:
A sharing request is created
Sent to the approval queue
Currently, requests are auto approved
Let us focus on Team-Based Sharing Flow
When “Share Across Team” is selected:
Share across team is disabled when the user is not part of any team. Therefore, the system shows:“You are not a member of any team.”
“Team Creation Guidelines” link is provided to help the user get started.
When you click on the link, you will be navigated to a Guidelines page, that helps users understand how to enable the “Share Across Team” feature by first creating or joining teams within the platform.
Once you land on the Admin Center page, you will be able to select the team or add the team by clicking on "Add Team"
Once after you created the team, add members to the team, by clicking on "Add Team Members"
Once the member is added to the Team, you will see a success message and also the list of team members will be visible under the team which you created.
Teams Data Synchronization Overview
The iX Hello Customer platform automatically syncs team data from the iXHello Employee Admin Center to support team-based bot sharing and access control.
The platform receives team data change notifications through secure webhook events.
These events are processed to maintain an up-to-date local copy of team structures, including team hierarchy and membership.
Built-in safeguards ensure secure processing, data accuracy, and reliability.
Outcome
Teams from the Admin Center are automatically synchronized with the iX Hello Customer platform.
These teams can be used to share bots with specific teams.
Bot access is controlled using latest synced team data.
As a result, users can confidently share bots within teams, knowing that access is always based on current and accurate team information.
Team Selection
The system fetches all teams the bot owner belongs to
Displays them as a selectable checklist
User can select one or more teams
If no teams exist: “You are not a member of any team.”
Approval Handling
Approval is automatic in the current phase
The system processes and marks the request as Approved
Post Approval Behavior
Once approved:
The bot becomes available within selected team
Team members can:
Discover the bot
They can access the chat feature through the "Published Bot" menu.
Only Bot owners has the authority to modify the bot settings.
Click 'Apply' to share the bot with the selected team.
Teams based bot sharing in Quickstart
If you need more information on how quick start apps works refer to this.
Accessing Quick Start Apps
Navigate to Quick Start App from the platform.
This will open the Quick Start Apps dashboard.
Under “My Assistants”, you will find all the bots you have created using Quick Start.
Sharing a Quick Start App
Select an existing app that you want to share, or create a new bot.
Click on the three dot menu (⋯) available on the bot.
From the options, select “Share”.
Share Modal Opens
A popup titled “Share External App” appears.
This is the same sharing interface used across Studio Mode, ensuring a consistent experience.
Select “Share Across Team”
Choose the “Share Across Team” option.
This allows you to share the bot in a controlled manner, instead of making it available to the entire organization.
Select Teams
The system automatically fetches all the teams you are a part of.
These teams are displayed as a selectable checklist.
You can choose one or more teams to share the bot with.
If you are not part of any team, then follow the above steps mentioned on the Studio mode - Teams based bot sharing.
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