Roles & Permissions

Define custom roles with granular permissions. Control who can access what across your organization.

Available permissions

Combine these permissions to create roles tailored to your team's needs.

Manage all conversationsFull access to all inbox conversations across the account.

Manage unassigned & ownAccess to unassigned conversations and those assigned to them.

Manage participatingAccess only to assigned and participated conversations.

Manage contactsFull access to view, create, edit, and delete contacts.

Manage reportsView and export reports and analytics dashboards.

Manage knowledge baseCreate, 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 roleSelect specific permissions for conversation accessControl who can manage contacts and reportsEdit or delete roles as your team evolvesEdit custom roleCustom roles allow you to create roles with specific permissions and access levels.

• 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

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 AgentFront-line support staff handling customer conversations.

Team LeadSupervisors who need to view all conversations and reports.

Content ManagerTeam members focused on help center content.

Junior AgentNew team members with limited conversation access.

AnalystData team members who need reporting access.

Full AccessSenior staff needing access to everything except admin settings.