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Create and manage custom roles

Custom roles let you grant precise permissions instead of assigning full administrator access.

Build a role​

  1. Open Settings → Team → Custom Roles.
  2. Select Create role.
  3. Enter a role name and description.
  4. Choose the permission set needed for that job function.
  5. Save and assign the role to teammates.

Permission design principles​

Use these rules for safer access control:

  • Grant minimum required permissions.
  • Separate operational roles from configuration roles.
  • Keep sensitive settings limited to trusted admins.
  • Review role assignments on a fixed schedule.

Typical role patterns​

  • Support Agent Lead: conversation controls, reporting access, no billing/admin config.
  • QA Specialist: conversation review plus selected analytics access.
  • Operations Analyst: reporting and workflow visibility without user-management permissions.

Validate role behavior​

Before broad rollout:

  1. Assign the role to a test user.
  2. Confirm visible menu items match policy.
  3. Attempt restricted actions to verify denial behavior.
  4. Adjust permissions and retest.

Warning: Do not use administrator role as a shortcut when a narrower custom role can solve the same need.

Custom role permission matrix