Roles & permissions

Access is controlled by role within a workspace.

Roles

• Owner — full control, including billing and deleting the workspace.
• Admin — manage settings, knowledge base, team and automation; no billing-destructive actions.
• Agent — work the inbox: reply, assign, resolve. No settings access.

Departments

Group agents into departments (e.g. Billing, Technical) to drive routing and reporting. An agent can belong to multiple departments.

Changing roles

Owners and admins manage roles in Settings → Team. Changes take effect immediately.