Documentation

Roles & Permissions

Configure what each team member can access and do.

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

Available Roles

Owner

The workspace creator with full access:

  • All admin permissions
  • Billing and subscription management
  • Delete workspace
  • Transfer ownership
  • Cannot be removed

Admin

Full management capabilities:

  • All agent permissions
  • Invite/remove team members
  • Configure workspace settings
  • Manage integrations
  • Access all analytics
  • Edit knowledge base

Agent

Day-to-day support operations:

  • View and respond to conversations
  • Access assigned conversations
  • View contacts
  • Add notes
  • Use AI Copilot
  • Set personal status

Viewer (Read-Only)

Observation and monitoring:

  • View conversations (read-only)
  • View analytics
  • Cannot respond or make changes

Permission Matrix

PermissionOwnerAdminAgentViewer
View conversationsYesYesYesYes
Respond to conversationsYesYesYesNo
Assign conversationsYesYesYesNo
View contactsYesYesYesYes
Edit contactsYesYesNoNo
View analyticsYesYesLimitedYes
Edit knowledge baseYesYesNoNo
Manage teamYesYesNoNo
Configure settingsYesYesNoNo
Manage billingYesNoNoNo
Manage integrationsYesYesNoNo

Assigning Roles

When Inviting

  1. Click Invite Member
  2. Enter email
  3. Select role from dropdown
  4. Send invitation

Changing Roles

Go to Team

Navigate to Settings > Team.

Find the member

Locate them in the team list.

Click their role

Open the role dropdown.

Select new role

Choose the appropriate role.

Be careful demoting admins — they'll lose access to settings immediately.

Role-Based Access

Conversations

Agents can:

  • View all conversations
  • Respond to any conversation
  • Assign to others
  • Add internal notes
  • Close conversations

Viewers can:

  • Read all conversations
  • See conversation history
  • View but not act

Knowledge Base

Admins can:

  • Add new content
  • Edit existing articles
  • Delete articles
  • Manage crawl settings
  • Add Quick Entry Q&As

Agents can:

  • Search knowledge base
  • View articles
  • Suggest additions (via feedback)

Settings

Only Admins and Owners can:

  • Configure widget settings
  • Manage orchestrations
  • Set up integrations
  • Adjust AI confidence
  • Configure routing

Analytics

Full access (Admin/Owner):

  • All metrics and reports
  • Export capabilities
  • Custom date ranges

Limited access (Agent):

  • Personal performance metrics
  • Team overview (no individual breakdown)

Best Practices

Role Assignment

  • Start with limited permissions
  • Promote as trust builds
  • Review roles quarterly
  • Document role expectations

Security

  • Limit admin count
  • Review access regularly
  • Remove departed members immediately
  • Use viewer role for stakeholders

Organization Size

Small teams (2-5):

  • 1 Owner
  • 1-2 Admins
  • Rest as Agents

Medium teams (5-15):

  • 1 Owner
  • 2-3 Admins
  • Agents for support staff
  • Viewers for managers

Large teams (15+):

  • Consider department-based access
  • Use viewers for cross-functional stakeholders
  • Regular access reviews

Transferring Ownership

To transfer workspace ownership:

Contact Support

Email [email protected] with the request.

Verify identity

Confirm you're the current owner.

Specify new owner

Provide new owner's email (must be existing member).

Confirm transfer

Both parties must confirm.

Ownership transfers can only be processed by our support team for security.

Troubleshooting

Can't Access Feature

  1. Check your current role
  2. Ask admin for appropriate permissions
  3. Contact workspace owner if needed

Need Higher Access

  1. Identify what you need access to
  2. Request role change from admin
  3. Provide justification

Admin Missing

If no admin is available:

  1. Owner can assign new admin
  2. If owner is unavailable, contact support
  3. Provide proof of organization ownership

Next Steps

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