TABLE OF CONTENTS
- What are User Roles?
- Access levels
- Module types and where they apply
- Modules
- Case permissions
- Assigning a role to a user
- FAQ
- Managing User Roles
What are User Roles?
User Roles let you define what a group of team members can access and do in Momos, without setting up each user individually. A User Role combines:
- Module permissions — which parts of the platform the role can use, and at what access level.
- Case permissions — which cases the role can access, and whether it can view or reply to submissions.
You then assign the role to users and choose where it applies (which brands and locations). Any change to a role is applied automatically to every user who holds it.
Example: Role A gives Manager on Reviews for Location 1, and Role B gives Viewer on Reviews for Locations 1 and 2. The user is Manager on Reviews at Location 1, and Viewer at Location 2.
Access levels
Each module in a role is set to one of the levels below. Not every module offers every level — the role editor only shows the levels that apply to that module.
| Level | Module access | Working on feedback (Reviews, Surveys, Messaging) |
|---|---|---|
| Owner | Everything Manager can do, plus a few extra actions on some modules (listed under each module below). On the other modules, Owner and Manager are the same | Resolve, reply, comment, assign |
| Manager | View, create and edit | Resolve, reply, comment, assign |
| Viewer | View only | Comment, assign, resolve |
| None | No access — the module is hidden | No access — feedback is hidden |
Module types and where they apply
Modules are grouped by how their access is scoped.
| Module type | What it covers | Where it applies |
|---|---|---|
| Global-scoped | Platform-wide features | The whole account — no brand or location selection needed |
| Brand-scoped | Configuration managed per brand | The brands you select when assigning the role |
| Location-scoped | Feedback, customer and marketing modules | The locations you select when assigning the role |
Location options
When you assign a role, location-scoped modules can apply to:
| Option | Applies to |
|---|---|
| All locations | Every location in the account, including locations added later |
| All locations in specific brands | Every location under the brands you pick |
| All locations in specific groups | Every location in the location groups you pick |
| Specific locations | Only the locations you pick |
| None | No locations |
Include blank location: some data isn't linked to a location. Tick Include blank location to let the user see it, either for all brands or only for specific brands.
Modules
Global-scoped modules
| Module | Levels available | Notes |
|---|---|---|
| Manage Connections | Manager, None | Manage the account's platform connections |
| Custom Integration Upload | Manager, None | Upload custom integration data |
| Care Analytics | Viewer, None | View Care Analytics |
Brand-scoped modules
All brand-scoped modules offer Owner, Manager, Viewer and None.
| Module | Notes |
|---|---|
| Alfie Config | Alfie's configuration for the brand |
| Business Info > Location Groups | The brand's location groups |
| Manage Categories | The brand's feedback categories |
| Case Builder | Owner: create new case templates and edit every existing template. Manager: edit templates within the role's Case editor scope — all templates of the assigned brands, or only the templates you pick. Viewer: see all case templates for the assigned brands, view their QR codes, and open the public link — useful for copying and sharing the link or QR code. |
Location-scoped modules
All location-scoped modules offer Owner, Manager, Viewer and None.
| Module | Notes |
|---|---|
| Business Info > Locations Overview | Location details. Owner can also claim and delete Momos Phone Numbers — the SMS numbers a brand uses to text customers through Outbound Campaigns. Manager and Viewer can see the numbers but not change them. |
| Customer Data | Controls access to the Customers module (customer profiles, audiences, traits, and data imports). It also controls whether customer personal information (name, email, phone) is visible elsewhere: in Inbox tickets, in CSV exports, and in emails sent out from Momos. Users with None see this information masked in the Inbox and in emails, and removed from CSV exports. Viewer and above can see it. Opening the Customers module itself requires Manager — Viewer can see customer information in the Inbox, but can't open the Customers module. Manager: open Customers, and create and edit audiences and traits. Owner: also import trait CSVs, manage data sources (data imports) and export customers. |
| Direct Messaging | Direct messages (e.g. Facebook and Instagram) — tickets in the Inbox and data in Analytics. |
| Chat | Chat conversations — tickets in the Inbox and data in Analytics. |
| Offers | Covers Offer Builder, issuing offers from the Inbox, and offer data in Analytics. Viewer: see the offers list and analytics, and issue existing offers to customers from the Inbox. Cannot create or edit offers. Manager: also create, edit and publish offers. Owner: also deactivate an offer that is already live. |
| Loyalty Action | Loyalty actions for loyalty members in the Inbox, at the ticket's location. Viewer: see the loyalty badge, the customer's points balance and transaction history. Manager: also send points and rewards. Depending on the loyalty platform, also deduct points or reverse a reward. Each action is logged as a comment in the thread. Owner: same as Manager. |
| Reviews | Reviews from all connected platforms — tickets in the Inbox and data in Analytics. |
| Surveys | Survey responses — tickets in the Inbox and data in Analytics. Owner also gets the Create Survey button on the survey analytics screens (other levels see a See Surveys link instead). Manager can delete survey tickets in the Inbox. On some accounts, this is restricted to Owner. |
| Survey Builder | Owner: create, edit, duplicate, and activate or deactivate surveys. Manager: view the list of surveys, and view each survey's QR code and link — useful for sharing. Cannot create or edit. Viewer: cannot use Survey Builder. Surveys are deactivated rather than deleted. Survey Builder is separate from Surveys, which controls survey responses in the Inbox and Analytics. |
| Ads | Ads. Owner can also edit connected Facebook ad accounts. |
| Asset Library | Assets and templates. Manager can create and edit assets and regular email templates. Owner can also bulk delete (Delete All on selected images and text assets), and set special email templates as default or activate them. |
| Outbound Campaign | Outbound campaigns. Manager can create and send campaigns. Owner can also manage email domain authentication settings. |
| Social Media | Social media posts |
Admin-only features
Some features are available to Account Admins only and can't be granted through a User Role, including Automation, SLA and Inbox Properties. Account Admins also have full access to every module and manage users and User Roles.
Case permissions
Case permissions control which case submissions a role can see and respond to. They are separate from the Case Builder module, which controls who can create and edit case templates.
Choosing case access for a role
In Settings > Manage Users > User Roles, edit a role and go to Case permissions. Choose:
| Option | Applies to |
|---|---|
| All cases | Every case in the assigned brands, including cases created later |
| Selected cases | Only the cases you assign to the role |
| None | No case access |
For each case, set what the role can do per inquiry type:
- View — see submissions.
- Reply — respond to submissions.
Select All inquiry types to include every inquiry type in the case, including ones added later.
Setting case access from a case template
You can also manage access from Care > Case Templates. Open a template's Permissions:
- Case builder tab — which roles can edit this template.
- Inbox tickets tab — which roles can view or reply to this template's submissions, per inquiry type. Use + User role to add a role.
Assigning a role to a user
- Go to Settings > Manage Users and open a user.
- Add a User Role.
- Under Applies To, choose the brands for brand-scoped modules and the locations for location-scoped modules.
- Optionally tick Include blank location.
- Review the case access the role grants, then click Save.
FAQ
Why can't I find Automation, SLA or Inbox Properties in the role editor?
These features are available to Account Admins only.
Why can a Viewer on Offers issue offers?
Offers covers both Offer Builder and issuing offers from the Inbox. Viewer lets frontline staff issue existing offers without being able to change them.
What's the difference between Owner and Manager?
On many modules there is no difference. Owner adds extra actions on: Business Info (Momos Phone Numbers), Customer Data (data imports and customer export), Offers (deactivate live offers), Surveys (create-survey shortcut, and survey ticket delete where restricted), Survey Builder (create and edit surveys), Ads (Facebook ad accounts), Asset Library (bulk delete, special email templates), Outbound Campaign (domain authentication) and Case Builder (create new templates).
Can non-Admins invite other users?
No. Only Account Admins can manage users and User Roles.
Managing User Roles
Creating user roles and inviting users
Editing a user role
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