Roles and permissions
What owner, admin, member and viewer can each do — including viewers, who work the live inbox but change no configuration.
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
| Capability | Owner | Admin | Member | Viewer |
|---|---|---|---|---|
| Claim and reply in the live inbox | ✅ | ✅ | ✅ | ✅ |
| View conversation history | ✅ | ✅ | ✅ | ✅ |
| Edit chatbots, knowledge and appearance | ✅ | ✅ | ✅ | — |
| Manage the team: invite, change roles, remove | ✅ | ✅ | — | — |
| Billing, channels, business hours and actions | ✅ | ✅ | — | — |
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.
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.
Provider staff on a resold client. If your workspace comes from a service provider, their staff who reach it never consume one of your seats — they show a Provider badge on your Team page and are netted out of your seat count. On the provider side, a resold client's per-workspace team-seat override is capped at 50.
Where to go next
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