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,
• view the Control Center analytics,
• manage billing (subscription, cards, invoices, add-ons),
• manage domains, integrations and bans, and view the audit log,
• 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, and remove them from the team.

A Manager cannot grant the Admin role, and cannot change the role of an Admin or remove an Admin from the team.

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),
• browse the knowledge base (read-only),
• view the team member list,
• see the current plan, credit usage and seat usage in Settings, Usage and billing,
• view statistics on the overview page.

An Agent does not have access to:

• bot configuration,
• widget settings,
• adding or editing knowledge base articles,
• the Analytics section (Control Center) and the Sales section,
• inviting members, changing roles, or removing members,
• billing details, cards, invoices, payment history and subscription changes,
• managing domains and integrations, bans, and the audit log.

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.