Inbox and team

Roles and permissions

Use the four built-in roles or build your own from a list of permissions, so each person can do exactly their job.

Who can use it: Owner and Admin, or a custom role with "Invite, change and remove teammates and roles".

1. 1

   Step 1: Press "Roles" on the Team page

   Each role shows what it allows and how many people hold it. Owner, Admin, Agent and Viewer are built in and cannot be edited.

   Open Roles

2. 2

   Step 2: Compare the built-in roles

   The Owner can do everything, including transferring ownership and deleting the workspace, and an Admin can do everything else. An Agent sees the inbox and the reports and answers chats. A Viewer can read the inbox and the reports but not reply.

3. 3

   Step 3: Press "New role"

   Give it a "Role name", such as Front desk, and a "Description" if you like.

4. 4

   Step 4: Tick its permissions

   Tick what people with this role may do, for example "See the shared inbox and conversations" and "Reply to, take over and assign conversations" for a front desk, then press "Create role". The list offers only the permissions you hold yourself, and never ownership of the workspace.

   

5. 5

   Step 5: Give the role to a teammate

   On the Team page, pick it in the "Role" column, or in "Role" when you invite someone. Once someone holds it, the role gets its own line under "Team inboxes" in the inbox, and routing rules can send chats to it.

6. 6

   Step 6: Press "Edit" to change a custom role

   Change its name or its permissions and press "Save role". "Delete" removes the role and moves its people to Viewer.

   

Stuck on a step? Ask our team