Customize permissions based on user roles


When you add your team to your account, you can also define their role within the account. Their access will be restricted based on the role assigned:

  1. Support Agents have access to the least features in your account. They can engage in customer conversations, access the People section, and edit their own profile information.
  2. Support Managers access will be able to create/edit campaigns and FAQs, apart from the access given to Support Agents
  3. Admin can do everything the account admin can do, but Admin cannot create custom roles.
  4. Account Admin/Owner has access to everything.


What are Roles and Permissions


With Roles and Permissions, you can create custom roles with granular access permissions. You can also create custom roles from Admin Settings > Users and Permissions > Roles.



This is available from the Pro and Enterprise plans. Only account admins can update or create new custom roles themselves, custom roles users themselves cannot do this.


Why you need Roles and Permissions


  • To match the agent role in your company to their role in your account 

For example, you might want your customer support team to be able to create new FAQ articles but not launch marketing campaigns. And when you have interns joining your team, you might want them to be able to view customer conversations for training purposes but not reply to them.


  • To manage large teams

This feature also comes in handy when you have teams spread geographically across different regions or if you have different departments (pre-sales, sales, customer support, engineering, etc). You can restrict access to teams to not access conversations handled by other regions or other departments. Or you might want an agent with an Admin role to be able to manage settings and view the Dashboard and Reports of only their teams.



How does it work



  • You can create custom roles by navigating to Admin Settings > Users and Permissions > Roles > Create role.

  • You can give a distinct role name and clone an existing role. The available roles are:
    • Account Admin
    • Administrator
    • Support Agent
    • Support Manager
    • Marketing User
    • Marketing Manager
    • Restricted User
    • Sales User
    • Sales Manager
    • Custom Role
  • You can also define their levels of access if needed, such as:
    • Global: It means your agent can add private notes on all conversations
    • Group: Can add private notes only on conversations that are assigned to those groups the agent is a part of 
    • Restricted: Can only add private notes to the conversations they are taking up