User Roles let you define what each team member can access and do, without setting up users individually. They simplify onboarding, maintain consistency, and make permission updates quick and reliable.
Watch the video below to learn more.
Access levels
Here are the definitions of each permission.
Permissions | Module Access (module x location) | Team Collaboration (if applicable) | Additional features |
|---|---|---|---|
Admin | share permissions, create, edit, view | resolve, reply, comment, assign | Automation, AI Hub, Manage Connections, Chatbot, SLA, Inbox Properties, Service Recovery |
Owner | share permissions, create, edit, view | resolve, reply, comment, assign | |
Manager | create*, edit*, view | resolve, reply, comment, assign | |
Viewer | view | comment, assign | |
None | no action (module is hidden) | no action (feedback is hidden) |
* except for surveys, where Owner level is required
Modules
Admins can control who can view or update each module, which is a defined section of the platform that contains related settings or functions. Modules exist at the account, brand, and location levels. User Settings also includes its own configurable modules that you can set as defaults for new users or apply as overrides to their current settings.
Managing User Roles
Creating user roles and inviting users
Editing a user role
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