Custom roles: fine-tune agents' permissions

⏳ Coming soon. This feature is coming soon to Madyis Hub — here's how it will work. 📍 Where to find it: Settings → "Account" group → "Custom roles"

Custom roles let you create tailor-made permission profiles, beyond the standard Administrator and Agent roles, to give each colleague exactly the access they need.

How it works

You create a role with a name, a description and a selection of permissions: manage all conversations, manage unassigned conversations, manage conversations you are participating in, manage contacts, manage reports, manage the knowledge base. You then assign this role to an agent from their profile. Ticking "manage all conversations" automatically adds the unassigned and participating rights.

Step by step

1. Go to "Settings" → "Account" group → "Custom roles".
2. Click to create a role: name and description.
3. Tick the permissions to grant (conversations, contacts, reports, knowledge base).
4. Save, then go to "Agents" and assign this role to an agent via their edit profile.

Good to know

• Feature reserved for higher plans (may be blocked depending on your offer).
• Useful for granting "read/reports only" or "contacts only" access.