Overview
Access governance (RBAC — Role-Based Access Control) defines what each user can see and do. The platform ships default roles (such as Administrator and Agent) and, when the Custom Roles feature is enabled, you can build tailored roles with granular permissions and even restriction by inbox scope.
With custom roles you can, for example, let someone manage contacts but not access reports, or let a team see only the conversations from their own inboxes.
Prerequisites
- The Administrator role to manage roles.
- Custom Roles is a premium/optional feature and may not be enabled on your account. If you only see the default roles (Administrator/Agent), the feature is not active — talk to the account owner or support.
Step by step
- In Settings, open the roles area (next to agents/teams).
- To use the defaults, just assign Administrator or Agent when inviting or editing an agent.
- To create a custom role, choose new role, give it a name and description.
- Check the desired permissions (for example: manage contacts, view reports, manage conversations, administer settings).
- Optionally, limit the role to specific inboxes (scope).
- Save and assign the role to the matching agents.
Settings & options
- Administrator: full access to the account and settings.
- Agent: focused on handling conversations, without broad admin access.
- Granular permissions (custom roles): toggle specific capabilities per product area.
- Inbox scope: restricts visibility to authorized inboxes.
Use cases
- A supervisor who views reports and manages agents, but doesn't change integrations.
- A sales agent who accesses CRM and catalog, without seeing audit logs.
- An outsourced team restricted to a single inbox.
Tips, limits & best practices
- Apply the principle of least privilege: grant only what's needed.
- Create a few well-defined roles rather than many nearly identical ones.
- Review roles when the org chart changes and when onboarding/offboarding people.
- Remember: custom roles are premium; without the feature, use the default roles.
Troubleshooting
- I can't see the custom roles option: the premium feature is not enabled for the account.
- An agent sees too much/too little: review the permissions and inbox scope of the assigned role.
- A permission change didn't show up: ask the agent to reload the page or sign out and back in.