Roles & Permissions

Custom roles let you define reusable sets of permissions and assign them to teammates. Instead of adjusting access for people one by one, you define a role once and apply it wherever it fits — and updating the role updates everyone who has it.

Create a custom role

1. Go to Settings → Custom Roles.
2. Click Add custom role.
3. Give the role a name, a description, and the permissions it should grant.
4. Save.

Write a description that plainly states what the role allows, so teammates understand exactly what they can and cannot do under it.

Assign a role to a teammate

1. Go to Settings → Agents.
2. Click Edit next to the teammate you want to change.
3. Open the Roles dropdown and choose the role.
4. Save your changes.

Note

A teammate must be linked to at least one inbox before you can change their role.

Edit or delete a role

Both actions live under Settings → Custom Roles:

• Edit — click Edit next to the role to change its name, description, or permissions. Changes apply to everyone who holds the role.
• Delete — click Delete next to the role and confirm.

Permission levels

Roles are built by combining permission levels. The available scopes are:

Permission	Grants access to
Manage all conversations	Every conversation in the assigned inboxes.
Manage unassigned & own conversations	Your own assignments plus unassigned conversations only.
Manage participating conversations	Only conversations you are assigned to or participating in.
Manage contacts	Full contact-management features.
Manage reports	Viewing reports.
Manage knowledge base	Creating, editing, and managing knowledge base content.

Mix and match these to build roles that match how your team actually works — for example a reporting-only role for stakeholders, or a tightly scoped role that limits an agent to their own conversations.

Principle of least privilege

Grant each role only the access it genuinely needs. Narrow, purpose-built roles reduce the blast radius of a mistake or a compromised account and keep sensitive data in fewer hands.

Common questions

What happens to people assigned a role I delete? Remove or reassign the affected teammates to another role before deleting, so no one is left without appropriate access.

Can one person hold more than the listed permissions? A role's access is the combination of the levels you select on it. Build the role to include exactly the scopes that person needs.