Custom roles

Custom roles are for when Administrator and Agent are not enough.

They live under Settings → Custom Roles and are available on paid plans.

Creating a role

1. Open Settings → Custom Roles.
2. Click to add a role.
3. Enter a name and a description.
4. Tick the permissions.
5. Save.

Available permissions

• Manage all conversations — access to every conversation in the account;
• Manage unassigned conversations and those assigned to them — access to the shared queue plus their own;
• Manage participating conversations and those assigned to them — access only to conversations they take part in;
• Manage contacts — access to the customer database;
• Manage reports — access to analytics;
• Manage knowledge base — editing the Help Center.

Assigning a role

Open Settings → Agents, edit an agent and pick your custom role instead of a standard one.

Examples

Trainee

Manage participating conversations only. No contacts, no reports — they see only what they are part of.

Team lead

Manage all conversations and reports. No access to account settings or billing.

Content editor

Knowledge base only — maintains the Help Center and never touches conversations.

Recommendations

• Grant the minimum that works: widening a role later is easier than dealing with the fallout of too much access.
• Try a role on one person before rolling it out to a group.