Custom roles

| Item | Details |

|—|—|

| Who it is for | Administrators |

| Menu location | Settings → Custom roles |

| Plan dependency | Requires Custom Roles |

Layer finer permissions on top of “Agent” — for example outsourced staff may only see unassigned + assigned to me conversations, cannot export contacts, and cannot open Settings.

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1. Creating a role

1. Settings → Custom roles → Add.

2. Name it, for example “Read-only QA” or “Outsourced agent”.

3. Tick permissions (conversation scope, whether they can manage contacts, etc. — follow the form).

4. Save, then assign the role under Settings → Agents.

The base role remains Agent or Administrator; custom roles are most useful for agents. Do not give outsiders the Administrator base role and expect a custom role to block Settings — administrator rights are broad.

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2. Design tips

– Write down “must not see other teams’ conversations” before ticking boxes, so you do not over-grant.

– After permission changes, ask them to sign in again.

– QA accounts that only need to read conversations should not get inbox admin, automation or billing.

Search, reports and exports all honour the same permissions; changing the entry point does not reveal more data.

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3. Frequently asked questions

No Custom roles menu? Plan does not include it. Standard “Agent + inbox membership” still gives basic isolation.

Permissions ticked but page still blocked? That page may also need a feature flag (for example audit logs) or be administrator-only.

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Related articles

– [Getting started]

– [Agents]