Roles and permissions

Four roles, in descending order of reach: owner → admin → member → viewer. Every active member can handle live conversations; what separates the roles is how much configuration they can change.

What each role can do

Viewers are support agents, not spectators. They claim conversations and reply to customers like anyone else; they simply stay read-only for every configuration screen. That is the role to hand a client's own team, or a seasonal agent, when you want help on the inbox without opening up the knowledge base.

Members are the content role: they run conversations and edit what the bot knows and how it looks, but they do not touch the team, the money, or the channels.

A few surfaces stay out of a viewer's reach even though they work the same inbox as everyone else: the Playground is hidden (a test run spends credits), managing Evals is owner/admin only, and a viewer's Analytics keeps the volume and quality metrics but drops the credit-spend and cost-saved figures.

Protections

The owner role cannot be changed or removed, and nobody can remove themselves — another admin has to. Both rules hold regardless of role, so a workspace can never be left without an owner or with an account that has locked itself out of its own team.

Changing a role takes effect immediately. A member deactivated or removed loses their sessions at the same time.

Where to go next

• Invite teammates
• Claim and reply