Roles and permissions

Every team member has one of three roles. The role determines what a given user can do in the dashboard.

Admin

Full access to all dashboard features.

An Admin can:

• configure the bot (brand, messages, human support, knowledge base context),
• manage the widget (appearance, sounds, enabling and disabling),
• add, edit, and delete knowledge base articles,
• view and handle conversations,
• take over conversations in live support mode,
• view and edit customer profiles,
• manage billing (view the plan, invoices, usage),
• invite and remove team members,
• grant the Admin role to other users.

The first account in your organization always receives the Admin role.

Manager

Full operational access, but cannot grant the Admin role to other users or revoke that role from existing Admins.

A Manager can:

• do everything an Admin can, except changing a role to Admin,
• invite new members as Manager or Agent,
• change the roles of existing Managers and Agents.

A Manager does not have access to granting the Admin role.

Agent

Focused on handling conversations, without the ability to change configuration.

An Agent can:

• view conversations,
• take over conversations in live support mode,
• write messages to customers,
• generate draft replies with AI assist,
• view customer profiles (read-only),
• view statistics on the overview page.

An Agent does not have access to:

• bot configuration,
• widget settings,
• the knowledge base (except for viewing it when a conversation cites an article),
• team member invitations,
• billing.

Comparison at a glance

How to choose a role for a new member

• Customer support agents who only chat with customers: the Agent role.
• Team leads who manage configuration and the knowledge base: the Manager role.
• The account owner or a decision-maker who has control over billing and the team: the Admin role (usually one or two people is enough).

What's next

To invite a new member or change an existing role, go to Team members.