Roles & Permissions

Managing user access in your workspace is essential to ensure users can perform their tasks efficiently while keeping sensitive information secure. Roles & Permissions help you organize access by defining what users can see and do.

Roles act as labels or groupings for users, while permissions provide detailed control over specific actions and features. Together, they allow you to manage access efficiently and securely.

This guide is divided into two sections:

• Roles – What roles are and how to manage them.
• Permissions – What permissions are and how to manage them.

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Roles

Roles are predefined sets of capabilities assigned to users, making it easier to manage access across your workspace. Each role comes with a default set of permissions, ensuring users have the right access for their responsibilities without needing to configure every permission individually.

Common Roles

• Admin – Full access to all workspace features, settings, and data. Admins can manage users, configure integrations, and oversee overall operations.
• Agent – Can manage conversations, tickets, and customer interactions. Agents are primarily responsible for handling day-to-day operations with clients.
• Viewer – Read-only access to workspace data. Viewers can see information but cannot modify it.

Manage User's Role:

To manage a user's role:

1. Navigate to the Roles page by clicking Settings → Roles from the navigation bar.

   

2. On this page, you will see the list of roles that have been created before.

   

3. To create a new role, click + Create New Role.

4. Fill in the required fields, then click Create New Role.

   

After creating a new role, the system will direct you to that role's details page. Here, you will see two tabs: Permissions and Agents:

• Permissions tab – This is where you specify the access you want to give to this role. For more details, see the Permissions section below.
• Agents tab – This is where you assign agents to the role. If you don't see an agent you want to assign, it means the agent has not yet registered in the workspace. You can follow this guide to invite new agents.

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Permissions

Permissions define the specific actions and features that a user or role can access within the workspace. They allow you to control who can view, edit, or manage different parts of the system, ensuring that team members have the right level of access for their responsibilities.

Permissions can be assigned to roles or directly to individual users, giving you flexibility in managing access across your workspace. By configuring permissions, you can maintain security, enforce workflow rules, and ensure that sensitive actions are only performed by authorized users.

Below, you will find a detailed breakdown of each permission, its description, and its scope.

Permissions Details

Bots

Knowledge Base

Dynamic Values

Analytics

Conversation

Ticket

Contact

Web Widget Channel

Chat Config

Settings