What each person can open depends on their role — and, for an agent, on the level you choose for each module.
The three roles
- Owner — one per workspace, with everything. Only the owner changes roles.
- Admin — the whole console, including Billing and Channels, and can change agents’ access.
- Agent — the Inbox, plus what you open for them.
Start from a template
- Open Team › Agents and press Access on the agent.
- Under Start from a template, pick one:
- Inbox + Overview — their conversations and their own numbers.
- Front desk — adds replying to comments and viewing customers.
- Social media — posts, the planned queue and comments.
- Supervisor — most things: workspace numbers, team activity, automations to view.
Fine-tune module by module
- Under Access by module, press a level. Each press saves at once.
- Comments: Off · Reply · Reply + hide/delete · + Message privately
- Instant Post: Off · Post · + Approve planned · + Auto-plan rules
- Automations: Off · View · Edit
- Clients (Customers › All customers): Off · View · Edit tags & VIP
- Campaigns: Off · Send
- Analytics: Off · My numbers · Whole workspace
- AI assistant: Off · Use drafts
- Quick replies: Use · Create
- Team: Off · Activity · + Audit log
- Notifications: This phone only · Rules
Change a role (owner only)
- Under Role, choose Agent or Admin, then confirm with Make admin or Move to agent.
Good to know
- The Inbox is always on. Billing, connecting channels, managing the AI and Libraries, and roles are never an agent’s.
- A new level counts from the agent’s next action. A role change signs the person out.
- Moving someone back to Agent starts them from Inbox + Overview.
- Custom · from … means the levels no longer match a template. Reset puts the template back.
- Analytics: Off also removes their Overview.