You decide who on your team sees what and can do what. We configure it during setup and adjust it whenever your team changes.
How Roles Work
Permissions are assigned by role rather than person, so a new hire inherits the right access on day one.
Role | Typical access |
Owner | Full control, including billing, ownership, and revoking our access |
Administrator | Configuration, integrations, permissions, reporting |
Team lead | Their team's queues, assignment, reporting, and canned responses |
Agent | Assigned conversations, customer records, knowledge base |
Viewer | Reporting and conversation history, without the ability to respond |
Names and boundaries are yours to set. Most teams run three or four roles.
What You Can Control
Inbox visibility. Which queues and conversations each role can see. Useful where sales, support, and finance work in the same system but shouldn't read each other's threads.
Customer data. Whether a role sees billing details, account value, or full order history.
Configuration rights. Who can change routing, edit the knowledge base, or retrain the agent.
Reporting. Who sees team-level performance data, and who sees only their own.
Integrations. Which connected tools each role can act in from inside a conversation.
Our Access
We hold administrator access to build and manage your system. You grant it, you can see it in your settings, and you can revoke it at any time.
Access to your connected tools is scoped to what the build requires, and we tell you the permission level and the reason for each.
š¬ Still Have Questions?
Need more help? Our team responds to every message within 24 hours. Start a conversation and we'll point you in the right direction.