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Settings/Team

Roles and Permissions

Set access per menu and tab with None, View, or Edit, including default roles and custom roles.

A reference for the Role & permissions tab in Settings → Team & agents.

What it does

Each role determines which menus and tabs a member can open, and whether they may change them. Each menu or tab has three levels:

  • None: hidden.
  • View: open without being able to change anything.
  • Edit: can make changes.

Benefits

  • Sensitive data is only seen by those authorized.
  • Custom roles (e.g. Outlet Supervisor) fit your team structure.
  • Rules are also enforced on the server, not just hidden in the interface.

Steps

  1. Open the tab. Settings → Team & agents → Role & permissions. Each role card shows a Default badge (for default roles), a description, the number of members, and a summary of menus and actions.
  2. Know the default roles. Owner: all access, cannot be changed. Admin: manages the team and all settings. Agent: serves chats and leads (Inbox, Prospect, Contact, AI Agent, Analytics, plus bulk lead actions, send to CRM, and export), without the Settings or Blast menus.
  3. Create a role. Click New role. Fill in Role name (e.g. Supervisor) and Notes, then set three groups:
    • Menu: Inbox, Prospect, Contact, Blast, AI Agent (None, View, Edit), and Analytics (View only; all reports and KPIs).
    • Settings: WhatsApp number, Chat widget, Team & agents, Team inbox, Routing, Quick reply, Company information, Pipeline, Lead source, CRM integration, KPI & survey.
    • Actions: checkboxes for View all conversations, Block & delete conversations, Bulk lead actions, Send to CRM, Export data, and Manage contacts. The All: buttons (None / View / Edit) set a whole group at once.
  4. Save. Click Save. The role is created with Inbox and Prospect access to start with.
  5. Edit or delete. Click the pencil to edit. The default roles Admin and Agent can be edited; Owner can only be viewed. Custom roles have a delete icon: you choose a replacement role for the members who use it.

Role & permissions tab with Kirana Bakery roles
Role & permissions tab with Kirana Bakery roles

Company control and server enforcement

Roles apply to all workspaces and are created or changed by company admins; in the workspace view it says Managed by the Company and the page is view-only. Some menus (Company information, Pipeline, Lead source, CRM integration, KPI & survey) are also changed in the Company. The server rejects any change without Edit permission with a message that you only have view access, even if the button is tampered with in the browser.

Notes

Note

Without the View all conversations permission, a member only sees the Main inbox, the team inboxes they are a member of, and chats assigned to them. My account is always accessible to all members.

Warning

Team & agents access cannot be removed from your own role while you are editing that role.

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