User Roles and Permissions

Available roles

Every teammate you invite is assigned one role. Roles control what they can see and change across both the agent workspace and account settings.

• Administrator — full access to every setting: users, billing, integrations, compliance, and all team/routing configuration.
• Manager — supervises teams and can self-serve the day-to-day settings below without needing an Administrator. Cannot manage billing, integrations, or compliance settings.
• Agent — handles conversations and manages their own personal settings (status, notifications, profile). No account-settings access.
• Viewer — read-only access to reports, ideal for performance monitoring with no ability to change anything.
• Billing — manages subscription and billing information only.

Set or change a teammate's role from Teams > [teammate] > Role.

What Managers can self-serve

A Manager can access these settings directly, without an Administrator's help:

• Work Schedules — set agent working hours and coverage.
• Custom Statuses — create and edit the away/status options agents choose from.
• Teams & Routing — configure team membership and routing mode.
• Visitor Monitor — configure live-visitor monitoring views.
• Custom Fields — add and edit custom contact/conversation fields.
• Contact Panel — configure what shows in the agent's contact sidebar.
• Report Settings — configure reporting defaults for their teams.

Everything else in account settings (billing, integrations, compliance, user management, security/SSO) requires an Administrator.

Manager-only conversation notes

Managers (and Administrators) can mark a conversation note as Manager only — visible to other managers and administrators, never to line agents. See the Teams and Routing guide for details.

Changing a role

1. Go to Teams.

2. Open the teammate's profile.

3. Change Role to Administrator, Manager, Agent, Viewer, or Billing.

4. Save.

Role changes take effect on the teammate's next login.