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Roles bundle a set of permissions you can assign to a user. Use them to keep responsibilities clear and to limit exposure to sensitive controls.

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Before you start

  • Admin permission to manage roles
  • A clear idea of what the role should and should not see

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Steps

1

Open Account -> Roles

Navigate to the roles page.
2

Click Create role

Open the role builder.
3

Enter a name

Describe the role responsibility (for example, Support Agent or Campaign Operator).
4

Pick permissions

Toggle permissions for each module and action this role can access. Permissions are granular — you can allow a role to view chats but not delete them, or access campaigns but not manage contacts.
5

Save

Create the role.

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Tips

  • Start with the minimum permissions needed and grant more only when someone is blocked.
  • Prefer deactivating a role over deleting it if you might need it again.