Roles & Permissions
Create custom roles with specific permissions to control what your team can access. Manage access at scale without configuring each user individually.
Custom Roles
Create roles with specific permissions tailored to your organization's needs. Name them, describe them, and assign the right access levels.
Granular Permissions
Control access to conversations, contacts, reports, and knowledge base separately. Mix and match permissions for each role.
Scalable Management
Update permissions for multiple users at once by modifying a role. No need to configure access for each team member individually.
Available permissions
Combine these permissions to create roles tailored to your team's needs.
Manage all conversations
Full access to all inbox conversations across the account.
Manage unassigned & own
Access to unassigned conversations and those assigned to them.
Manage participating
Access only to assigned and participated conversations.
Manage contacts
Full access to view, create, edit, and delete contacts.
Manage reports
View and export reports and analytics dashboards.
Manage knowledge base
Create, edit, and manage help center articles and categories.
Create custom roles
Define roles that match your organization's structure. Give each role a name, description, and select the specific permissions team members with that role should have.
- Define clear names and descriptions for each role
- Select specific permissions for conversation access
- Control who can manage contacts and reports
- Edit or delete roles as your team evolves
Edit custom role
Custom roles allow you to create roles with specific permissions and access levels.
Edit agent - Ben Nugent
Assign roles to agents
Once you've created roles, assign them to team members from the agent settings. Each agent can have one role that determines their permissions across the platform.
- Assign roles when adding new team members
- Change roles for existing agents anytime
- Agents must be linked to an inbox first
- Role changes take effect immediately
Example roles for your team
Here are some common roles you might create for different team members.
Support Agent
Front-line support staff handling customer conversations.
Team Lead
Supervisors who need to view all conversations and reports.
Content Manager
Team members focused on help center content.
Junior Agent
New team members with limited conversation access.
Analyst
Data team members who need reporting access.
Full Access
Senior staff needing access to everything except admin settings.
Ready to manage team access?
Roles & Permissions is available on Enterprise plans. Start your free trial today.