Custom roles: tailored permissions

Beyond the Administrator and Agent roles, you can create custom roles with precise permissions. Go to Settings → Custom Roles.

Create a role

1. Name + description.
2. Tick the granted permissions:
   • Manage conversations,
   • Manage conversations you participate in,
   • Manage unassigned conversations,
   • Manage contacts,
   • Manage reports,
   • Manage the knowledge base.
3. Save. The role becomes assignable when inviting an agent.

Good to know: custom roles are available on higher plans. Useful, for example, to give a manager access to reports without making them a full administrator.