Roles & permissions
Roles & permissions
Every account has one of three roles — admin, supervisor, or agent. You can tailor exactly what supervisors and agents are allowed to do under Settings → Permissions (admin only).
Admins always have every permission — this can't be changed. You only edit the Supervisor and Agent columns.
How it works
The page shows a matrix: each row is a permission, with a checkbox column for Admin, Supervisor, and Agent. Tick or untick a box to grant or revoke that permission for the role, then click Save. Use a group's header checkbox to toggle a whole group at once.
Changes apply to everyone with that role, immediately after saving.
Permission groups
| Group | Permissions |
|---|---|
| Conversations | assign, resolve, reopen, mark pending, snooze, delete |
| Messages | delete a message, pin a message |
| Contacts | edit, delete, add notes |
| Labels | manage labels |
| Canned Responses | manage canned responses |
| Teams | manage teams and members |
| Reports | view reports & analytics |
| Monitoring | view the agent-monitoring page |
| Settings | manage widget settings, manage conversation policy |
| Ghost Mode | use Ghost Mode |
| Knowledge Base | manage knowledge-base articles |
| Automation | manage automation rules |
| AI Chatbot | manage AI chatbot settings |
| Audit | view the audit log |
Sensible defaults
- Supervisor starts with every permission except view audit log.
- Agent starts with a focused set: assign / resolve / reopen / mark pending conversations, edit contacts and add notes, manage labels, pin messages, manage widget settings, and use Ghost Mode.
You can move away from these defaults at any time — they're just a starting point.
The Audit permission is sensitive and is not granted to supervisors or agents by default.