Managing Roles

Control what team members can access with role-based permissions.

Accessing Roles Settings

• Go to Settings in the left sidebar
• Select Roles & Permissions under Users & Roles

System vs Custom Roles

System Roles: Pre-defined roles that cannot be modified. These provide standard permission sets for common use cases.

Custom Roles: Roles you create with specific permission combinations for your team's needs. Available on Growth plans and above.

Creating a Custom Role

• Go to Settings > Roles & Permissions
• Click New Role
• Enter a role name and description
• Click Create
• Click Manage Permissions on the new role
• Select the permissions to grant
• Click Save

Permission Categories

Permissions are grouped by resource:

• Conversations: View, edit, assign, close conversations
• Team: View and manage team members and roles
• Workspace: Edit brand settings, channels, integrations
• Automation: View and manage automation rules
• Organization: View organization settings, transfer ownership
• Account: Manage API keys, view billing

Assigning Roles to Users

• Go to Settings > Users
• Click on a user to view their profile
• Select a new role from the Role dropdown
• The change is saved automatically

Deleting Roles

• Go to Settings > Roles & Permissions
• Click the delete icon on a custom role
• Confirm deletion

System roles cannot be deleted. Roles with assigned users should have those users reassigned first.