Built-in roles
Two system roles exist in every workspace and cannot be deleted:| Role | Access |
|---|---|
| Admin | Full access to everything — settings, billing, all conversations and contacts |
| Agent | Access based on configured permissions and visibility scope |
Create a custom role
- Go to Settings → Roles.
- Click New role.
- Enter a name and optional description.
- Configure permissions (see below).
- Set the visibility scope.
- Click Save.
Module permissions
Each role has granular permissions per module. Toggle each permission on or off:| Module | Available permissions |
|---|---|
| Contacts | View, Create, Edit, Delete, Import, Export |
| Conversations | View, Send, Resolve, Assign |
| Broadcasts | View, Create, Send, Delete |
| Templates | View, Create, Edit, Delete |
| Leads | View, Create, Edit, Delete |
| Analytics | View |
| Dashboard | View |
| Settings | Manage roles, tags, quick replies |
Visibility scope
The visibility scope determines which conversations and contacts an agent can see:| Scope | What the agent sees |
|---|---|
| Own | Only records assigned directly to them |
| Team | Records assigned to anyone with the same role |
| All | Every record in the workspace |
Share with peers
When visibility scope is set to Own, agents cannot see each other’s conversations by default. Enable Share with peers on a role to allow agents with the same role to see each other’s records. Use case: a team of agents where any agent should be able to cover for another during absences, without giving them full All access.Role hierarchy
Roles can have a parent role. A child role inherits visibility from its parent — child agents can see records assigned to their parent role group. This supports org-chart structures: a team lead role sees everything their agents see, without needing All scope.Assign a role to a user
- Go to Settings → Team.
- Click a team member.
- Change their role using the Role dropdown.
- Save.